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...
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...
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...
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...
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...
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 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...
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...
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: 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...
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...
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...
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 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 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: 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...