Contact Center Pipeline Magazine: Inside Our July 2021 Issue

We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. Culture...

Contact Center Pipeline Magazine: Inside Our June 2021 Issue

Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams prior to Covid, but what an acceleration! I think these...

Contact Center Pipeline Magazine: Inside Our May 2021 Issue

Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support...

Contact Center Pipeline Magazine: Inside Our April 2021 Issue

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. ...

Contact Center Pipeline Magazine: Inside Our March 2021 Issue

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no...
Planning a Safe Return to Work

Contact Center Pipeline Magazine: Inside Our February 2021 Issue

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been fortunate enough to know and work with Frank have lost...

Contact Center Pipeline Magazine: Inside Our January 2021 Issue

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month. We are introducing our new advisory board members in...

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very peaceful New Year. The end of 2020 marks quite a...
Leading with Empathy, November 2020 Feature

Contact Center Pipeline Magazine: Inside Our November 2020 Issue

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and setting new records. That means we will continue to see...
Customer Service Team Appreciation in 2020

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our technologies, strategies and operational intentions, our agents deliver the professional...

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. So many questions: Do we...
Contact Center Pipeline August Issue 2020

Contact Center Pipeline Magazine: Inside Our August 2020 Issue

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast...
Preventing Agent Burnout in the Contact Center

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are...

Contact Center Pipeline Magazine: Inside Our June 2020 Issue

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with...

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

"What a difference a month makes..." Well, that's what I thought I would be saying this month as we release the May issue. That's clearly no longer the case. Many of our centers are...
Upskilling the Contact Center Workforce witih TItle

Contact Center Pipeline Magazine: Inside Our April 2020 Issue

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary...

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say,...
Contact Center Pipeline Magazine, February 2020 Issue. Upgrade Your Customer Surveys.

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Welcome to the February issue of Contact Center Pipeline. I've always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love…...
Improving the Agent Experience, Contact Center Pipeline Magazine, January 2020

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that...
Leading a Service Culture December 2019 Feature

Contact Center Pipeline Magazine: Inside Our December 2019 Issue

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...
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