Contact Center Pipeline Magazine: A Look Inside Our May 2016 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...
Contact Center Pipeline Magazine: Inside Our April 2019 Issue
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all...
Contact Center Pipeline Magazine: Inside Our July 2017 Issue
Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the...
Contact Center Pipeline Magazine: Inside Our March 2020 Issue
Welcome to the March 2020 issue of Contact Center Pipeline magazine!
It is gratitude month for me at Contact Center Pipeline! Our first...
Contact Center Pipeline Magazine: Inside Our June 2018 Issue
What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events....
Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue
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 Center Pipeline Magazine: Inside Our May 2019 Issue
Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so...
Contact Center Pipeline Magazine: Inside Our August 2017 Issue
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...
Contact Center Pipeline Magazine: Inside Our April 2020 Issue
I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times:...
Contact Center Pipeline Magazine: Inside Our July 2018 Issue
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...
Contact Center Pipeline Magazine: Inside Our October 2016 Issue
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...
Contact Center Pipeline Magazine: Inside Our June 2019 Issue
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 Center Pipeline Magazine: Inside Our September 2017 Issue
Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The...
Contact Center Pipeline Magazine: Inside Our May 2020 Issue
"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...
Contact Center Pipeline Magazine: Inside Our August 2018 Issue
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...
Contact Center Pipeline Magazine: Inside Our November 2016 Issue
This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. ...
Contact Center Pipeline Magazine: Inside Our July 2019 Issue
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,...
Contact Center Pipeline Magazine: Inside Our October 2017 Issue
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...
Contact Center Pipeline Magazine: Inside Our June 2020 Issue
These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound...
Contact Center Pipeline Magazine: Inside Our September 2018 Issue
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...