Inside The 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...

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound...

"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...

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times:...

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first...

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...

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...

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...

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...

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

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...