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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...
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...

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...
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...
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...

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...

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...
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:...

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...
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...
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...
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...
November 2019 Feature Article, The Making of a Contact Center Superagent

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m...
Contact Center Metrics Roundup

Contact Center Pipeline Magazine: Inside Our October 2019 Issue

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...
Contact Center Executive Outlook 2020

Contact Center Pipeline Magazine: Inside Our September 2019 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...
Contact Center Pipeline Magazine Feature Article August 2019

Contact Center Pipeline Magazine: Inside Our August 2019 Issue

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...
July 2019 Feature Cover Image, Contact Center Pipeline

Contact Center Pipeline Magazine: Inside Our July 2019 Issue

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,...
Deliver a More Personalized Experience

Contact Center Pipeline Magazine: Inside Our June 2019 Issue

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 Center Pipeline Magazine May 2019

Contact Center Pipeline Magazine: Inside Our May 2019 Issue

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

Contact Center Pipeline Magazine: Inside Our April 2019 Issue

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