Contact Center Pipeline Magazine: Inside Our March 2023 Issue


Looking Beyond the Wrinkles

It’s March and you know what that means… Madness is in the air! We’ve picked our teams and are ready to party! But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team. A special shoutout to Steve, Frank, Susan, Ellen, Sarah, Mark, Eric, Martha, and Brendan for making this all possible! We’re also incredibly grateful to our sponsors and subscribers, as none of this would be possible without you.

So, let’s keep the celebration going! For the entire month of March, we’re offering free digital subscriptions. Sign up your teams and colleagues, and share the link with anyone who would benefit from a subscription:

And that’s not all! We’re also offering a 20% discount on all advertising scheduled this month for 2023. Shoot us an email, and let’s make it a three-pointer!

Here’s to another year of success and celebration. Enjoy the games and our March issue!

About our March Issue

The primary focus for our March Issue of Contact Center Pipeline is diversity and inclusion. We explore aging workers, workers with disabilities, diversity, equity, inclusion, finding the best talent with veterans and formerly incarcerated groups and discriminatory hiring. Our authors offer up great insights in creating a diverse workforce that can deliver positive customer service experiences.

We also cover many of our game-changing topics such as building customer trust, a super case study exploring contact center insourcing strategies, website cookies, AI and staffing challenges and the impact of background noise.

Looking Beyond the Wrinkles
By Brendan Read
Why contact centers must retain and hire aging workers.

The Best Defense is a Good Offense
By Kathleen M. Peterson
Use Game Day strategies to evaluate your Contact Center.

The Benefits of Prioritizing Employee Needs
By Lisa Webb Sharpe
Making the contact center the perfect place for DEI initiatives.

Turning the Tide with Trust
By Fara Haron
Mistakes happen, so establishing trust is critical to CX.

Comparing Contact Center Insourcing Strategies
By Douglas Thompson
How it may be better to hire new employees than rebadging BPO staff.

Unlock the Power of Inclusion and Equity
By Mark Pereira
How DEI can free your center’s true potential.

How to Create a Lasting Human Experience
By Chris McGugan
Hint: Open your mind to access talent.

Breaking the Cookie Habit
By Simonetta Turek
Cookie-based customer data collection is crumbling, but are companies ready?

The Misunderstanding of Tone
By Trey Briggs
How this issue has pointed call centers in the wrong direction.

Is Your Diversity Being Held Hostage?
By Ravin Shah
How relying on resumes can shackle your DEI efforts.

How AI Can Combat Staffing Challenges
By Rebecca Jones
These tools can also improve the CX and employee efficiency.

Hearing the Need for Audio Quality
By Jacobi Anstruther
Is audio the missing piece in the call center concentrations crisis?

A special callout to our authors this month for sharing their insights and wisdom: Jacobi Anstruther, Trey Briggs, Simon Dealy, Fara Haron, Rebecca Jones, Chris McGugan, Mark Pereira, Kathleen M. Peterson, Brendan Read, Ravin Shah, Lisa Webb Sharpe, Douglas Thompson and Simonetta Turek.

And a special thank you to each of our sponsors: 2Ring, Aizan, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, Fonolo, Human Numbers, Khoros, Kustomer, NICE, PowerHouse, Procedure Flow, RingCentral, Riverbed, ROI-DNA, Strategic Contact, WFH Alliance and Verint.