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Contact Center Pipeline Author Wall of Fame

Meet Paul Stockford: Our June 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Paul Stockford is Founder, President and Chief Analyst at Saddletree Research, a veteran-owned boutique research and analysis firm with...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...

Contact Center Challenges and Priorities for 2020

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center...

The Future of the Contact Center

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Contact Center Voice of the Customer Survey 2019

Voice of the Customer Survey: We Need Your Insights

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in...

Contact Center Challenges & Priorities for 2019

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing...
2018 Contact Center Technology Survey Reveals Critical Needs

2018 Contact Center Technology Survey Reveals Critical Needs

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...