Inside The Issue

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports...

Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be...

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

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our...

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...

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

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...

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

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

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

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

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than...

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...

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

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

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...

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...

I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees...

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...