Inside The 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...

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...

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 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...

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 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...

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...

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...

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...

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...

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...

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. So many questions: Do we...

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 as our summer days were drawing to a close. Fast...

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 country and as an industry. Needless to say, we are...

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with...

"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 clearly no longer the case. Many of our centers are...

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary...