From the Heart

Contact Center Pipeline Magazine: Inside Our May 2022 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and...
Changing the Business Experience

Contact Center Pipeline Magazine: Inside Our April 2022 Issue

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I...
Analyzing the Analytics

Contact Center Pipeline Magazine: Inside Our March 2022 Issue

This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13 years of hard work and great accomplishment in providing our...
Locating Contact Centers in the New Normal

Contact Center Pipeline Magazine: Inside Our February 2022 Issue

Welcome to the February issue of Contact Center Pipeline. This month, we include a special report on the Biden Administration's Executive Order on Transforming Federal Customer Experience. Our report explains what to expect and...
Moving Forward: What Will 2022 Bring for Contact Centers?

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Welcome to 2022 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 sharing our board members’ thoughts on...
Working on Workforce Issues

Contact Center Pipeline Magazine: Inside Our December 2021 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...
Contact Center Pipeline November Issue

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. Kind of reminds me...
Going Home: For Good?

Contact Center Pipeline Magazine: Inside Our October 2021 Issue

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business...
Customer-Centric Self-Service

Contact Center Pipeline Magazine: Inside Our September 2021 Issue

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that...

Contact Center Pipeline Magazine: Inside Our August 2021 Issue

Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility...

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...
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