Inside The Issue

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...

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...

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....

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

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...

Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month. We address how to boost training...

While talking with people, I hear the same few struggles discussed. It seems to mark a sign of the times for our industry. Our...

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams...

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...

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

This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13...

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...

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an...

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...

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course,...

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought...

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current...

Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and...

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...

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...