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As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and wish you each a very Happy New Year. The end of 2019 marks...

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll enjoy our top 5 most popular blog posts in November—from...

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center....

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and long-term trends will have the most impact on customer care...

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day. If you missed any...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the...

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June included a look at work-life balance challenges in the contact...

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal of interest in a mix of topics from familiar management...

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot series took the top two spots with advice from industry...

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear...

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Many companies have elevated CX to...

Thanks to all of you for participating in our 10th Anniversary Pizza Party Contest. We were blown away with the number of responses received! I guess everyone really does love a pizza party! The winner...

Our celebration is coming to an end. It has been a fun month of reminiscing on the past decade. In appreciation for all that you have done to help us achieve our 10-year goal,...

Today, we're announcing two new contact center surveys as part of our month-long 10th anniversary celebration. Industry research is valuable to everyone and we would love to have your participation. Give us your thoughts...

As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. You can view our Directory Listing of products and services, check out...

March marks our 10th Anniversary of publishing Contact Center Pipeline, and we are celebrating! Start or Renew a Subscription this month… at no charge! AND… refer three colleagues, and you’ll be entered in a drawing...

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting...

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past month included topics on training tools, WFM tips to ensure...

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics on technology, customer service trends, the supervisor’s role, tackling absenteeism...