Inside The Issue

As the year comes to a close, I want to take a moment to express my heartfelt gratitude for your continued support and loyalty. It has been a remarkable year filled with rewards and...

Here in the United States, we celebrate Thanksgiving this month. Thanksgiving is important because it encourages us to pause and be mindful of the blessings we have. Many of us get so caught up in...

Halloween must be coming. I am starting to see pumpkins and mums, along with bats and spider webs on front porches. Little kids are figuring out if they want to be sweet princesses or...

Aah…September. Doesn’t it almost feel like the start of the new year? Summer is behind us. Weather is turning cooler. Kids are back to school. It’s time to start planning our work and personal...

Welcome to our August issue. We are in the midst of a very hot summer month and I have a great suggestion for keeping cool. We are offering a significant reduction in our subscription price....

We are pleased to announce the July issue of Contact Center Magazine. Automation is top talk in our centers these days. We continue our deep dive into discussions on generative and conversational AI, as...

We are pleased to announce the June issue of Contact Center Pipeline Magazine. As you always note from our content, we are solely dedicated to our contact center industry. This month, we showcase Stanley...

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer...all this to say there is change in the air. Change is everywhere. Could there...

Our April issue is available. We cover some of our bigger contact center challenges in our April issue. We discuss motivation, schedule flexibility, hiring, GIG working, remote work, knowledge management, awesome customer experiences and...

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...

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them, whether they are a mentor, colleague, friend, writer, subscriber…we...

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and...

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 about what was and what will be. The end of...

I don’t think there is any coincidence that both Veteran’s Day and Thanksgiving fall in the same month, well at least in the U.S. One of the things we are most thankful for is...

I love celebrations! It is always great when we have an “excuse” to tell people important to us that we appreciate them! Our top “excuse” is here! It is National Customer Service Week. The...

Wow! We are a good-looking issue this month! We cover all the hot topics from business continuity and disaster recovery, difficult customer and employee situations, adaptive leadership, key performance indicators and clouds, clouds, clouds....

Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month. We address how to boost training effectiveness through gamification, interactive training techniques, meeting the new WFH...

While talking with people, I hear the same few struggles discussed. It seems to mark a sign of the times for our industry. Our July issue covers many of these issues. Customer promises/experiences and staffing...

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Now,...

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and...