Inside The Issue

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting...

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to...

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day,...

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature,...

Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so...

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all...

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our...

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every...

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for...

Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a...

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends...

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service...