Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Do you know what I love best about the contact center industry? It's as relevant and as important today as ever. We are continuously...
Contact Center Pipeline Magazine: Inside Our April 2018 Issue

Contact Center Pipeline Magazine: Inside Our April 2018 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 2018 Issue

Contact Center Pipeline Magazine: Inside Our March 2018 Issue

Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all...
Contact Center Pipeline Magazine February 2018 Issue

Contact Center Pipeline Magazine: Inside Our February 2018 Issue

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports...
Contact Center Pipeline Magazine Inside Our January 2018 Issue

Contact Center Pipeline Magazine: Inside Our January 2018 Issue

Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be...
Social Customer Service... Then and Now

Contact Center Pipeline Magazine: Inside Our December 2017 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very...
Contact Center Pipeline Magazine: Inside Our November 2017 Issue

Contact Center Pipeline Magazine: Inside Our November 2017 Issue

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our...

Contact Center Pipeline Magazine: Inside Our October 2017 Issue

I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first...
Contact Center Pipeline September 2017 Issue

Contact Center Pipeline Magazine: Inside Our September 2017 Issue

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The...
5 Hot Contact Center Trends

Contact Center Pipeline Magazine: Inside Our August 2017 Issue

It’s summer time here in Annapolis, Maryland. The pool waters are warm and the sun is hot. That means it’s a great time to...
Creating Career Paths for Call Center Agents

Contact Center Pipeline Magazine: Inside Our July 2017 Issue

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Contact Center Pipeline Magazine: Inside Our June 2017 Issue

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and...