Contact Center Pipeline Magazine: Inside Our October 2017 Issue

I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first...
Contact Center Pipeline September 2017 Issue

Contact Center Pipeline Magazine: Inside Our September 2017 Issue

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The...
5 Hot Contact Center Trends

Contact Center Pipeline Magazine: Inside Our August 2017 Issue

It’s summer time here in Annapolis, Maryland. The pool waters are warm and the sun is hot. That means it’s a great time to...
Creating Career Paths for Call Center Agents

Contact Center Pipeline Magazine: Inside Our July 2017 Issue

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Contact Center Pipeline Magazine: Inside Our June 2017 Issue

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and...
Contact Center Agent Retention

Contact Center Pipeline Magazine: Inside Our May 2017 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...
Planning for a Disaster in the Contact Center

Contact Center Pipeline Magazine: Inside Our April 2017 Issue

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all...
Contact Center Pipeline Magazine March 2017

Contact Center Pipeline Magazine: Inside Our March 2017 Issue

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than...
Contact Center Pipeline Magazine Inside Our February 2017 Issue

Contact Center Pipeline Magazine: Inside Our February 2017 Issue

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...
Contact Center Pipeline Magazine Inside Our January 2017 Issue

Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...
On the Road to Customer-Centricity in the Contact Center

Contact Center Pipeline Magazine: Inside Our December 2016 Issue

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...
Supporting Digital Natives

Contact Center Pipeline Magazine: Inside Our November 2016 Issue

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. ...