How to Build a Great Culture

Contact Center Pipeline Magazine: Inside Our July 2016 Issue

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...
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 April Issue - Featuring Employee Advocacy

Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned...
Call Center Agent Performance Survey

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
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...
August 2016 issue of Contact Center Pipeline Magazine Agent Appreciation

Contact Center Pipeline Magazine: Inside Our August 2016 Issue

I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees...
Contact Center Pipeline Magazine May Issue

Contact Center Pipeline Magazine: A Look Inside Our May 2016 Issue

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They...
Upgrade the Contact Center Self-Service Experience

Contact Center Pipeline Magazine: Inside Our June 2016 Issue

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us...
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...
The Digital Workplace

Contact Center Pipeline Magazine: Inside Our October 2016 Issue

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...
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...
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...