Contact Center Pipeline

MARCH 2, 2023

It’s March and you know what that means… Madness is in the air! We’ve picked our teams and are ready to party! But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team. A special shoutout to Steve, Frank, Susan, Ellen, […]

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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. Many readers will be interested in reading about our new office openings, interviews with team members, awards we’ve won, or other company news and insights.

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Concentrix

FEBRUARY 25, 2020

The post Training Magazine Recognizes Concentrix with Top 125 Award appeared first on Concentrix. Training, the leading publication for Learning and Development professionals, determines rankings by assessing a range of factors like financial investment in staff development, the scope of.

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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. Whoever uttered the words “publishing is dead” didn’t see this one coming.

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Contact Center Pipeline

SEPTEMBER 2, 2020

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.

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Concentrix

APRIL 10, 2020

Recognizing leading women in innovation, leadership and corporate strategy in the technology industry Consulting Magazine today announced the winners of its inaugural Women Leaders in Technology Award. The post Concentrix’ Kate Jones Wins Inaugural Consulting Magazine Women Leaders in Technology Award appeared first on Concentrix.

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Contact Center Pipeline

JANUARY 4, 2023

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total […].

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TCN

NOVEMBER 3, 2022

The post TCN Wins 2022 Contact Center Technology Award from CUSTOMER Magazine appeared first on TCN. GEORGE, Utah – November 3, 2022 – TCN, Inc., a global provider of a.

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Concentrix

FEBRUARY 8, 2021

Concentrix Ranked #32 for Staff Training and Development Programs Concentrix’ deep investment in its staff and fanatical commitment to helping them grow has landed it on Training magazine’s exclusive 2021 Training Top 100 list for the fourth consecutive year at number #32. A huge leap from our 2020 rank of #58.

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Contact Center Pipeline

DECEMBER 2, 2022

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 2022. I […].

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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. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].

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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 […].

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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. Award Winner Second Year in a Row.

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TCN

MARCH 21, 2023

The post TCN Operator Wins 2023 TMCnet CUSTOMER Product of the Year Award, Presented by CUSTOMER Magazine appeared first on TCN. GEORGE, Utah – March 21, 2023 – TCN, Inc., a global provider of a.

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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

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Contact Center Pipeline

JUNE 2, 2022

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! Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Be sure to […].

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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. I thought it would take us a few months, COVID would be under control and life would resume back […].

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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 […].

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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. And that just about sums up our November […].

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Contact Center Call Center 147

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. The best way to show your customers some love… provide an amazing customer experience! Our February issue […].

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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. In the midst of COVID, the anniversary of September 11 and hurricane season, […].

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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. Reflecting back on our journey, I certainly don’t feel unlucky.

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Concentrix

MARCH 1, 2022

The post Training Magazine Recognizes Concentrix’ Training and Development Excellence for the 5th Year in a Row appeared first on Concentrix. Concentrix Ranked #40 for Staff Training and Development Programs.

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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.

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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. We wish her nothing but the best as she starts a […].

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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. Please check […].

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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.

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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? If so, how does that look and what are the […].

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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? Talk of agility in dealing with the changing […].

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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 […].

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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! But, we […].

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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. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I look […].

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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 […].

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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. Let’s reflect on what we, individually and collectively, can do to ease so much tension, […].

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Contact Center Pipeline

JANUARY 6, 2020

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

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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.

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TCN

SEPTEMBER 21, 2021

The post TCN Operator Wins a 2021 Contact Center Technology Award Presented by CUSTOMER Magazine appeared first on TCN. GEORGE, Utah – September 21, 2021 – TCN, Inc., a global provider of a.

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