Contact Center Pipeline Magazine March 2017
Illustration by Ilya Lestov

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 that!! We built a Web site with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! You know the one thing we did have? A great team of people who supported our idea to create a magazine for the contact center industry.

Susan Hash, Frank Priola, Mark Knight and Steve Harden locked arms to turn this dream into reality. Lori Bocklund and Jay Minnucci were our founding advisory group members and agreed to write a monthly column! Former colleagues Rebecca Gibson, Tiffany LaReau, Marilyn Saulnier and Lesley Vereen wrote articles. Verint, City of Medford and The Resource Center were our first issue vendors. And with this… we were launched!

I don’t say this to brag. I say this to show we started from a humble beginning. I have had the good fortune to have a dedicated team who has continued to surround this idea with their talents, their loyalty and their friendship. Contact Center Pipeline would not be without our team and the support of the contact center industry. Thank you!

We have a busy year planned for 2017. A new Web site, CRM system and email program will be launched soon. It is expected to help our Web visitors find our information easier and faster. We are announcing a new Advisory Board. We are committed and dedicated to continue our mission of making Pipeline better. Thanks for making our journey possible!!

Please enjoy our March issue.


Elements of a High-Performing Culture
By Susan Hash
New insights on how to create an environment that inspires great work.

Differentiator Series, Part 2: Valuing the Agent
By Jay Minnucci
The best organizations send a clear message that agents are a valued asset.

The Customer Journey in the Land of the Smartphone
By Lori Bocklund
The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service. Join us on a compelling adventure that every contact center should plan for right now.

The 5 Pillars of Customer Centricity
By Janet LeBlanc
Highlights from the 2016 North American Study on Customer Centricity.


Examining the Myths and Costs of Agent Disengagement, Part 2
By John Goodman
What really causes agent disengagement? How can centers keep agents engaged for better ROI?

The Value of Healthcare Contact Centers: What Executives Need to Know
By Kathleen Peterson
A primer designed to offer executives tactical understanding of the healthcare contact center.

MONI Smart Security
By Susan Hash
Transforming the customer experience through measurement, action and employee engagement.

Training Vs. Coaching: Which Is Better?
By Benjamin Gertz
Training and coaching are two different approaches, but people often use the words—and the tactics—interchangeably. 4 tips to choosing the right strategy for your agents.

Create a Sales Incentive Program in 3 Easy Steps
By Mike Aoki
Ideas to motivate the right behaviors to help your agents hit customer-focused sales goals.

Let the Games Begin!
By Paul Stockford
Gamification is a solution whose time has come in the contact center.

By Susan Hash & Kari Simpson
InGenius’ team focuses 100% of their passion and effort on CTI, and they excel at it. A Q&A with VP of Product Management and Marketing Kari Simpson.

Thank you to our March sponsors: Contact Center Nation, CRMXchange, Customer Contact Strategies, Directly, Execs in the Know, Human Numbers, ICMI Expo, inContact, inGenius, NECCF, PACE Association, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Verint and Webster Global Site Selectors. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.