Inside The Issue

Welcome to our April issue. This issue brings together a range of perspectives and practical insights designed to help us navigate our environments with...

I am proud of our March 2026 issue. I love seeing some of my “old favorite” topics, which I don’t think we will ever...

Our kids say “Back in My Day” all the time. They then go on to giggle, giggle and come up with a witty recall...

There is just something special about the first days of a new year. I love that we are facing a new, blank slate. A...

'TIS THE SEASON for reflection. There is something about the end of a year that gives us pause to look back and assess our...

Welcome to our November issue. I would like to call your attention to a few special articles this month. The Feature includes Verint, NiCE,...

It is finally here...Customer Service Week arrives next week. Enjoy your celebrations. If you are still looking for a few ideas for next week...

Our September issue of Contact Center Pipeline is now available. Personally, I think this is a fabulous issue. Some of the best industry voices...

Our August issue of Contact Center Pipeline is now available. Articles this month include a Case Study—How CaduceusHealth balanced costs and quality, latest research...

It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn’t know what month it was by the calendar,...

Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology...

Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer...

These are very interesting times for our contact centers. In our current news cycles, we read of staff layouts, return to the office mandates,...

March 2009...we released the first issue of Contact Center Pipeline. Here in March 2025, we are releasing our 193rd issue!! It is our 16th...

Finally…February! My favorite month of the year. It is a month filled with gratitude and appreciation. Contact Center Pipeline certainly does have some big...

The January issue is always one of my favorites. Our industry advisors shine their crystal balls and share their thoughts on what 2025 might...

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think...

I love November. It holds a holiday favorite in the U.S. and that is Thanksgiving. Such a marvelous time to practice our gratitude for...

What an exciting month. It’s Customer Service Week, October 7-11. I know we should all be celebrating our agents all year long, but what a...

Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian...