Inside The 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...

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...

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not...

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...

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...

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day,...

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature,...

Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so...

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all...