CX Magazine Article

Peter Lavers

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Contact Center Pipeline

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say, the rest is history.

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Contact Center Pipeline Magazine: Inside Our June 2021 Issue

Contact Center Pipeline

The post Contact Center Pipeline Magazine: Inside Our June 2021 Issue first appeared on Contact Center Pipeline Blog. Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices.

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies.

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

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

Contact Center Pipeline Magazine: Inside Our June 2022 Issue

Contact Center Pipeline

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw!

Contact Center Pipeline Magazine: Inside Our April 2022 Issue

Contact Center Pipeline

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t.

Contact Center Pipeline Magazine: Inside Our April 2020 Issue

Contact Center Pipeline

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].

Contact Center Pipeline Magazine: Inside Our March 2022 Issue

Contact Center Pipeline

This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13 years of hard work and great accomplishment in providing our readers with timely, expert insights every month.

Contact Center Pipeline Magazine: Inside Our December 2021 Issue

Contact Center Pipeline

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 about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2021. I […].

Contact Center Pipeline Magazine: Inside Our February 2022 Issue

Contact Center Pipeline

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 Federal Customer Experience. Our report explains what to expect and includes comments from several of our industry experts.

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

Contact Center Pipeline

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. Kind of reminds me of our contact centers. There is the scary, the delightful and the practical.

Contact Center Pipeline Magazine: Inside Our October 2021 Issue

Contact Center Pipeline

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles.

Hot off the press: Introducing Customer Health Magazine

inSided

Ebooks, guides, and white papers, all have their place in the content mix, but what about an actual magazine created specifically for CS and community professionals? Introducing: Customer Health Magazine – The magazine for CS and community professionals.

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Contact Center Pipeline Magazine: Inside Our September 2021 Issue

Contact Center Pipeline

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash.

Contact Center Pipeline Magazine: Inside Our August 2021 Issue

Contact Center Pipeline

Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again.

Connect Magazine Issue 2

Spearline

Welcome to the latest issue of Connect, the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally.

Contact Center Pipeline Magazine: Inside Our July 2021 Issue

Contact Center Pipeline

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 variety of workplace choices and varied in-person staff options. Culture is always challenging and now more so.

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Contact Center Pipeline

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them.

Contact Center Pipeline Magazine: Inside Our May 2022 Issue

Contact Center Pipeline

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. We tackle many of these issues this month. We discuss a topic that is on everyone’s minds these days, […]. Inside The Issue call center contact center

Contact Center Pipeline Magazine: Inside Our April 2021 Issue

Contact Center Pipeline

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Could there be much more change in the air than in our centers?

Contact Center Pipeline Magazine: Inside Our June 2020 Issue

Contact Center Pipeline

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors?

Connect - The Spearline magazine

Spearline

This is the inaugural edition of Connect , the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally.

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Contact Center Pipeline Magazine: Inside Our March 2021 Issue

Contact Center Pipeline

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers!

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

Contact Center Pipeline

What a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true. Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […].

Contact Center Pipeline Magazine: Inside Our January 2021 Issue

Contact Center Pipeline

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month.

Contact Center Pipeline Magazine: Inside Our May 2021 Issue

Contact Center Pipeline

Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support remote workers, you won’t want to miss our feature article on cybersecurity.

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

Contact Center Pipeline

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very peaceful New Year. The end of 2020 marks quite a year. Not only has COVID-19 affected us individually and within our families, but our organizations have had quite the challenge of […].

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

Contact Center Pipeline

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts.

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

I always look forward to the new year and the enormous promise it holds.

Top 7 Most Visited Call Center blogs and Magazines in 2020

Dialer 360

Call center blogs and magazines contain highly useful information. In fact, industry top brands can help you get the right knowledge through their blogs and magazines. Best Call Center Blogs And Magazines. 3 CSM Magazine.

Contact Center Pipeline Magazine: Inside Our August 2020 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close.

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

Contact Center Pipeline

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience.

Contact Center Pipeline Magazine: Inside Our November 2020 Issue

Contact Center Pipeline

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and setting new records. That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Fortunately, we are […].

Contact Center Pipeline Magazine: Inside Our February 2021 Issue

Contact Center Pipeline

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been fortunate enough to know and work with Frank have lost a true friend and an inspiring human being. Frank joined Contact Center Pipeline in 2009 and brought with him a big […].

Contact Center Pipeline Magazine: Inside Our August 2019 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, now is a great time to sign up. We would love to go to the pool […]. Inside The Issue call center contact center

Contact Center Pipeline Magazine: Inside Our December 2019 Issue

Contact Center Pipeline

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 about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2019. I […].

Edify Receives 2021 Customer Experience Innovation Award from CUSTOMER Magazine

Edify

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx. Technology Awards Award customer experience award Edify Huddle TMC customer experience platform

Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine

Cisco - Contact Center

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. The post Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine appeared first on Cisco Blogs.

Training Magazine Recognizes Concentrix with Top 125 Award

Concentrix

Concentrix Ranks #58 for Training and Development Concentrix’ deep investment in its staff has landed it on Training magazine’s Top 125 for the third consecutive year, ranking 58 for 2020. The post Training Magazine Recognizes Concentrix with Top 125 Award appeared first on Concentrix.

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