Peter Lavers

APRIL 20, 2021

Customer centricity 130

Customer centricity Analytics CRM Marketing 130

inSided

MAY 24, 2022

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.

52

52

Contact Center Pipeline

JUNE 2, 2021

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 151

Contact Center Call Center 151

Contact Center Pipeline

MARCH 4, 2020

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.

Contact Center 201

Contact Center Call Center 201

Contact Center Pipeline

JANUARY 4, 2022

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 164

Contact Center Call Center 164

Contact Center Pipeline

APRIL 4, 2022

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 130

Contact Center Call Center 130

Peter Lavers

JUNE 6, 2021

We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine. ” You can read the full list of Award Magazine’s top 50 influencers by clicking here.

Customer centricity 130

Customer centricity CRM Management Marketing 130

Contact Center Pipeline

MARCH 2, 2022

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 130

Contact Center Call Center 130

Contact Center Pipeline

MAY 3, 2022

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 100

Contact Center Customer Experience Call Center 100

Contact Center Pipeline

FEBRUARY 2, 2022

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 130

Contact Center Marketing Customer Experience Call Center 130

Contact Center Pipeline

DECEMBER 2, 2021

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 141

Contact Center Call Center 141

Contact Center Pipeline

NOVEMBER 2, 2021

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 141

Contact Center Call Center 141

Contact Center Pipeline

APRIL 3, 2020

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 219

Contact Center Call Center 219

Contact Center Pipeline

OCTOBER 4, 2021

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.

Contact Center 141

Contact Center Call Center 141

Contact Center Pipeline

SEPTEMBER 2, 2021

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 141

Contact Center Technology Call Center 141

Contact Center Pipeline

AUGUST 4, 2021

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.

Contact Center 141

Contact Center Call Center 141

Contact Center Pipeline

JULY 2, 2021

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 141

Contact Center Personalization Call Center Customer Service 141

Contact Center Pipeline

FEBRUARY 5, 2020

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 191

Contact Center Customer Experience Call Center 191

Spearline

JULY 17, 2020

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.

Telecommunications 79

Telecommunications Enterprise 79

Contact Center Pipeline

APRIL 2, 2021

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 141

Contact Center Call Center 141

Contact Center Pipeline

MARCH 2, 2021

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 141

Contact Center Call Center Customer Experience 141

Contact Center Pipeline

JUNE 2, 2020

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?

Contact Center 169

Contact Center Call Center 169

Contact Center Pipeline

MAY 4, 2021

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 130

Contact Center Call Center 130

Contact Center Pipeline

JANUARY 5, 2021

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 141

Contact Center Employee engagement Management Call Center 141

Contact Center Pipeline

MAY 4, 2020

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 164

Contact Center Call Center 164

Spearline

DECEMBER 10, 2019

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.

77

77

Contact Center Pipeline

DECEMBER 2, 2020

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 141

Contact Center Call Center 141

Contact Center Pipeline

JULY 2, 2020

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 151

Contact Center Call Center 151

Contact Center Pipeline

JANUARY 6, 2020

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

Contact Center 164

Contact Center Call Center Customer Service Customer Experience 164

Dialer 360

MARCH 20, 2020

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.

Call Center 38

Call Center Contact Center voip Customer Service 38

Contact Center Pipeline

AUGUST 4, 2020

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 141

Contact Center Management Call Center 141

Quiq

MAY 11, 2022

magazine’s annual list of the Best Workplaces for 2022. Magazine’s Fastest Growing Rocky Mountain Regional businesses. Magazine’s 2022 List of Best Workplaces appeared first on Quiq.

Surveys 82

Surveys Personalization Management 82

Avoxi

APRIL 2, 2021

TMC, a global and integrated media company, has announced that AVOXI was bestowed the 2021 Voice Technology Excellence Award by CUSTOMER magazine! “On AVOXI has done it again with another great feat in the technology and communications space!

Technology 62

Technology 62

Contact Center Pipeline

OCTOBER 2, 2020

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

Contact Center 130

Contact Center Technology Employee engagement Call Center 130

Contact Center Pipeline

NOVEMBER 3, 2020

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 122

Contact Center Analytics Call Center Management 122

Contact Center Pipeline

FEBRUARY 2, 2021

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 109

Contact Center Call Center Customer Experience 109

Contact Center Pipeline

AUGUST 2, 2019

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 138

Contact Center Call Center 138

Contact Center Pipeline

DECEMBER 3, 2019

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 […].

Contact Center 130

Contact Center Call Center 130

Cisco - Contact Center

AUGUST 3, 2020

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.

Contact Center 93

Contact Center Technology virtual call center Virtual Agent 93

Edify

OCTOBER 13, 2021

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

Customer Experience 75

Customer Experience Technology 75