Inside The Issue

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...

Do you know what I like best about our July issue? It covers all topics that enhance our customer experiences, from covering the contact...

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...

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

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...

Our August issue centers around two ongoing management issues. First, training: making time for training, your training program and AI, the impact of social...

A Time to Reflect We are living in a time of more. We have more technology but less time. More connections, but we feel less...

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...

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our...

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...

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every...

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path...

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...

It's March and you know what that means... Madness is in the air! We've picked our teams and are ready to party! But that's...

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...

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for...

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and...

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