Inside The Issue

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They...

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

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the...

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first...

What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events....

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned...

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

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...

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times:...

Publishers Note July 2018 We've seen the statistics and studies - or seen it first-hand, employee engagement is at an all-time low and continues to...

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...

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,...

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

"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...

It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact...

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. ...

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,...

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...

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 is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and...