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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...
Contact Center Pipeline March 2019 Issue Cover

Contact Center Pipeline Magazine: Inside Our March 2019 Issue

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...
Innovative Training for the Contact Center

Contact Center Pipeline Magazine: Inside Our February 2019 Issue

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