A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today, we’ll take a look at the State of the Contact Center from someone who is in the trenches with you in an … [Continue reading] about 2024 State of the Contact Center
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Reflections From the Front Line
In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution. From how we do business to the overall cultural landscape, very little has remained unchanged over the years. … [Continue reading] about Reflections From the Front Line
Motivating Industry Innovations
As I write this, the sea of predictions for 2024 are coming out. If these prognosticators are anywhere near correct, then 2024 will be yet another growth year for our industry. Lots of chatter about employee experience, customer experience (CX) … [Continue reading] about Motivating Industry Innovations
The Upcoming Recruitment Crunch
Gen Z and phone phobia. … [Continue reading] about The Upcoming Recruitment Crunch
Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!
The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become more sophisticated than ever - especially in the technologies employed. But within the three pillars that most consultants … [Continue reading] about Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!
How Did You Get Here?
Embracing the opportunity to build a contact center career. … [Continue reading] about How Did You Get Here?
A Passion for Customer Engagement
Happy 15th Anniversary to Contact Center Pipeline Magazine This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine that has been a proven resource for industry news and movers and shakers since its … [Continue reading] about A Passion for Customer Engagement
Contact Center Pipeline Magazine March 2024
Happy Fifteenth Anniversary Table of Contents, March 2024INSIGHTSHappy Fifteenth Anniversary By Kathleen PetersonMy five wishes!LEADERSHIP A Second Chance By Jay MinnucciSharing my voice about the actions we can and should take. PARTNER … [Continue reading] about Contact Center Pipeline Magazine March 2024
Happy Fifteenth Anniversary
Congratulations to Contact Center Pipeline on this 15th Anniversary! I have been a grateful contributor to CCP for these past 15 years. I founded PowerHouse 37 years ago in 1987, though my “relationship” with ACDs (Automatic Call Distribution) began … [Continue reading] about Happy Fifteenth Anniversary
A Second Chance
I had the pleasure of writing a monthly article for Contact Center Pipeline for around nine years, beginning with the very first issue. And despite the fact that a deadline always seemed to be chasing after me, I truly enjoyed expressing my opinions … [Continue reading] about A Second Chance