Contact Center Pipeline Magazine: Inside Our November 2018 Issue

How AI will Change Contact Center Work
Illustration by Gina Park for Contact Center Pipeline

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips. Don’t miss Ben Bekhor’s article this month for strategies to retain your top talent during the holiday season – excellent information.

If you haven’t already, please take a few minutes to check out the new and completely redesigned Contact Center Pipeline website. We’ve rebuilt it from the ground up to make the industry’s best content quicker to find and easier to read. As with many new technology endeavors, there will be growing pains, so please don’t hesitate to contact me if you’re having trouble with the site, have questions, or just want to share your feedback – it’s always welcome. You can email me directly at [email protected].

Pipeline has always been a subscription based magazine. We believe that’s the best way to publish in-depth industry information that is valuable for you and most importantly honest. With the launch of our new website, we’ve introduced three new subscription options to better fit today’s changing media ecosystem and the different ways people choose to consume their media. So we now offer three subscription levels:

  1. Register to be a Pipeline member and get access to our online articles via the website, at no cost.
  2. Become a digital subscriber and in addition to unlimited online articles, you’ll also receive our monthly magazine in digital format, and the option to download articles for offline reading/printing. You’ll also get early access to Contact Center Pipeline events and discounted registration to our Ideas and Innovations Tour events.
  3. Get Contact Center Pipeline magazine delivered, each month in a beautiful full-color, glossy magazine, plus the full digital experience above. Print subscribers get exclusive early access to all Pipeline events and complimentary access to Ideas and Innovations Tour events.

To subscribe, or learn more visit us at this link. Or you can email me directly at [email protected] and I’ll answer any questions and help get you setup.

I hope you enjoy the new Pipeline experience.

Changing gears, for the past several years, we have partnered in a contact center challenges and priorities survey to shed light on our industry and peek into the coming year. Your input is so valuable to generating this type of resource. We would certainly appreciate your input again this year. It’s a short survey; top 3 challenges and top 3 priorities (along with a few demographic questions for comparison). All participants will receive a complimentary, one year digital subscription to Contact Center Pipeline and a chance to win a $200 Amazon gift card. Hurry, entries are limited. To participate, go to

You can read last years survey here.

Lastly, and certainly not least, it’s also that time of year to let others know how thankful we are for them. To our Pipeline subscribers, supporters and staff… I couldn’t be more appreciative. Without each and everyone of you, there couldn’t be a Contact Center Pipeline magazine, Web site and blog. I am sincerely grateful! Thank you!

I hope you enjoy the November issue and have a great month!

Download the Full Issue
Contact Center Pipeline November 2018

To download the full issue and view all articles, a subscription is required. Your subscription helps us continue to publish in-depth, independent articles for the contact center industry that you won’t find anywhere else. We appreciate your support.

How AI Will Change the Nature of Contact Center Work
By Susan Hash
Organizations are forging ahead with plans for AI deployments and automation projects. Do you have a plan in place to transform the people and process side of the equation?

ROI, ROI, Wherefore Art Thou ROI?
By Lori Bocklund
How to show the impact and value of your contact center technology.

Plan and Measure = Pleasure
By Kathleen M. Peterson
The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.

Taking a Deep Dive into FCR
By Jay Minnucci
Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area

It’s No Secret: Hiring Veterans Is Smart Business
By Paul Stockford
Veterans offer the contact center industry a highly qualified pool of candidates.

By Susan Hash
Employee-centric decision-making drives high engagement and growth for this unconventional BPO.

Delivering Impactful Feedback + Coaching in the Contact Center
By Brian Burke & Francis Hawthorne
Practical, actionable advice for positive coaching and feedback results.

Compliance and the Contact Center: A Proactive Approach Works Best
By Iain Daws
New technologies and best practices for an increasingly complex compliance environment.

Preparing for the Squeeze: How Wages Will Impact Contact Center Operations This Holiday Season</strong>
By Ben Bekhor
Strategies to retain top talent during the holidays and beyond.

Now You Can Shop at the Contact Center App Marketplace!
By Dick Bucci
Virtual marketplaces for contact center solutions are growing in popularity.

Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.

TCPA Compliancy: Predators and Fines on the Rise
By Bob Wienholt, CallShaper
What you need to know to not fall victim.

CX Satisfaction Starts with Your Brand Advocates
By Upstream Works
Empower agents to provide insightful, proactive service by unlocking the power of customer data.

Thank you to our November sponsors: Calabrio, CallShaper, Contact Center Nation, Customer Contact Strategies, Human Numbers, Monet Software, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Shelf, Strategic Contact, Upstream Works, Verint and WFMSG.

They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!

Linda Harden
Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.