A Time to Reflect
We are living in a time of more.
We have more technology but less time. More connections, but we feel less connected. There are more influencers with less influence. We have more choices, yet less clarity.
Whether it’s scrolling endlessly to find a place to eat, a movie to watch, or things to do, one thing is clear — while the internet is an incredible aggregating tool, it’s not a good editing tool.
In today’s world, how do we gain control of our time and know what and who to trust? We have built our brand based on a single answer. We value people with talent and integrity.
That’s why, in March of 2009, we built a platform for the top thought leaders and experts that have dedicated themselves to the contact center and customer service. We’ve spent the last 15 years here at Pipeline bringing you the expertise and experiences of the top contact center voices to save you time and enrich your knowledge.
We value our subscribers, our authors and team members. We value our advisory board and advertising partners. This is the Pipeline community. We all share in the accomplishments our community has made over the years.
Thank you for these past 15 years. We look forward to our future.
INSIGHTS
Happy Fifteenth Anniversary
By Kathleen Peterson
My five wishes!
LEADERSHIP
A Second Chance
By Jay Minnucci
Sharing my voice about the actions we can and should take.
PARTNER APPRECIATION: VERINT
A Passion for Customer Engagement
By Verint
The customer interaction evolution.
CC PROFESSION
How Did You Get Here?
By Lori Bocklund
Embracing the opportunity to build a contact center career.
TECHNOLOGY
Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!
By Bob Furniss
Three times we got it right. Two times we must do it again. And one thing that is changing everything.
TRAINING
The Upcoming Recruitment Crunch
By Mike Aoki
Gen Z and phone phobia.
INNOVATION
Motivating Industry Innovations
By Ryan Hollenbeck
An industry that was ripe for innovation and it remains so today.
INSIDE PERSPECTIVE
Reflections From the Front Line
By Elaine Avery
My life as a contact center leader.
CUSTOMER EXPERIENCE
2024 State of the Contact Center
By Michael Pace
Inside the trenches view.
WFM
The Workforce Management Journey
By Tiffany LaReau
A walk through history.
WFH
Surprises and Delights
By Michele Rowan
Work from home…15 years in review.
CAREER OPPORTUNITIES
Contact Center Vital Signs
By Marilyn Saulnier
Top five recommendations for success and advancement.
WRITING
The State of the Contact Center Industry
By Leslie O’Flahavan
Where are we headed?
KEY TRENDS
Back to the Future
By Gerry Barber
Change is the only constant.
CUSTOMER SERVICE
Contact Centers
By Janet LeBlanc
Yesterday, today, tomorrow.
ADAPTABILITY
Leaders, Are You Ready for the Future of Work?
By Sangeeta Bhatnagar
The advanced emotional intelligence skills of adaptability.
Sincere appreciation to each of our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, CRMxChange, eGain, Human Numbers, Khoros, Kustomer, Lemonade, MediaSmith, NECCF, NICE, PowerHouse, Procedure Flow, Reuters, RingCentral, Riverbed, ROI-DNA, Strategic Contact, TTEC Digital, WFH Alliance and Verint.
