Inside The Issue

It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn’t know what month it was by the calendar,...

Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology...

Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer...

These are very interesting times for our contact centers. In our current news cycles, we read of staff layouts, return to the office mandates,...

March 2009...we released the first issue of Contact Center Pipeline. Here in March 2025, we are releasing our 193rd issue!! It is our 16th...

Finally…February! My favorite month of the year. It is a month filled with gratitude and appreciation. Contact Center Pipeline certainly does have some big...

The January issue is always one of my favorites. Our industry advisors shine their crystal balls and share their thoughts on what 2025 might...

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...

I love November. It holds a holiday favorite in the U.S. and that is Thanksgiving. Such a marvelous time to practice our gratitude for...

What an exciting month. It’s Customer Service Week, October 7-11. I know we should all be celebrating our agents all year long, but what a...

Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian...

"Ultimately, the strength of your organization will be based on the quality of your people, and how well you train, promote, and treat them.” -Oded...

Do you know what I like best about our July issue? It covers all topics that enhance our customer experiences, from covering the contact...

I love our June issue. There are so many articles this month offering great advice on how to give our customers better service. If...

Welcome to our May issue. Many of the articles this month focus on security and fraud issues in our centers. Take a look at...

As I sit here reviewing the April issue prior to publication, I marvel at all the external factors affecting our centers today. Since the...

A Time to Reflect We are living in a time of more. We have more technology but less time. More connections, but we feel less...

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them,...

There is just something special about the first days of a new year. I sit here this morning, writing my message to you for...

As the year comes to a close, I want to take a moment to express my heartfelt gratitude for your continued support and loyalty....