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Congratulations Pipeline on 15 years of being a vital resource for thousands who toil tirelessly every day to meet customer expectations and to do so within what is often challenging financial constraints. You rock! As a long-time consultant, … [Continue reading] about Contact Center Vital Signs
Congratulations to Linda Harden and the entire team at Contact Center Pipeline on 15 game-changing years! There are only a few comprehensive monthly magazines for contact center professionals, and this one is at the top, in my view. This publication … [Continue reading] about Surprises and Delights
For me, the best way to look through the past 15 years in workforce management (WFM) is to look through my notes from the conferences I attended, especially SWPP, Contact Center Expo, and the WFO Virtual Conferences. The highlight of those events is … [Continue reading] about The Workforce Management Journey
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
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
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
Gen Z and phone phobia. … [Continue reading] about The Upcoming Recruitment Crunch
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!
Embracing the opportunity to build a contact center career. … [Continue reading] about How Did You Get Here?
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
