Inside The Issue

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, whether they are a mentor, colleague, friend, writer, subscriber…we...

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and...

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...

I don’t think there is any coincidence that both Veteran’s Day and Thanksgiving fall in the same month, well at least in the U.S. One of the things we are most thankful for is...

I love celebrations! It is always great when we have an “excuse” to tell people important to us that we appreciate them! Our top “excuse” is here! It is National Customer Service Week. The...

Wow! We are a good-looking issue this month! We cover all the hot topics from business continuity and disaster recovery, difficult customer and employee situations, adaptive leadership, key performance indicators and clouds, clouds, clouds....

Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month. We address how to boost training effectiveness through gamification, interactive training techniques, meeting the new WFH...

While talking with people, I hear the same few struggles discussed. It seems to mark a sign of the times for our industry. Our July issue covers many of these issues. Customer promises/experiences and staffing...

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Now,...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...