It is time to celebrate our industry’s biggest holiday: #CustomerServiceWeek. It is a great opportunity to celebrate our people who wow our customers and enhance our brand. What a rewarding and energizing week. Read on for our October issue contactcenterpipeline.com/

Sep Issue Release: As we look back on 25 years since 9/11, we look at how that day changed us, personally and professionally, and reshaped connectivity, security and #BCDR. This month's issue also explores #WFM, #CX, workload management and #AI. contactcenterpipeline.com/is…

Our Aug issue focuses on two ongoing management issues. First, training: making time for it, your program and #AI, social learning, and AI simulation training. Second, tech and the fundamentals, the illusion of competence, and leading through transition. contactcenterpipeline.com/is…

Our July issue touches on many topics. We discuss agent burnout, finding the right balance with CX, #cctr strategy, #AI agents, offshore BPOs, telecom costs, proactive customer engagement, voice AI adoption, #chatbot failure, and more. contactcenterpipeline.com/is…

What an issue! We cover the full range of contact center topics this month. Everything from CX, skills, FCR, uniquely serving Canadian and Latin American customers, spreadsheets, automation, compliance, the FCC…and there is more. Enjoy the June issue. contactcenterpipeline.com/Di…

Our May issue explores two challenges facing leaders today: strengthening security and #compliance, and attracting and retaining top talent in a competitive market. Enjoy the issue! contactcenterpipeline.com/Di… #customerexperience #callcenter

Welcome to our April issue. I encourage you to reflect on how these ideas apply within your own organization. The path forward may not be one-size-fits-all, but the opportunity to innovate has never been greater. contactcenterpipeline.com/Di… contactcenterpipeline.com/is…

I love seeing some of my “old favorite” topics in our March Issue, such as #metrics, writing, #agentexperiences, #retention, and turnover. I also love seeing topics that foster inclusion, such as neurodiversity, language accents, and accessibility. Enjoy! contactcenterpipeline.com/Di…

Welcome to the new issue of @CCPipeline. I love this month’s issue as it embraces so many of the changes we have seen in the past few years: #agenticAI journey, #metrics, coaching, performance, transformation, optimization, voice AI and more. Enjoy. contactcenterpipeline.com/Di…

Welcome to the Jan issue. One of my favorite articles of the year is our CCP Advisory Board “Moving Forward” article, which offers predictions on #AI, staffing, #CX, customer safety, legislative impacts on our centers, and more. contactcenterpipeline.com/Di…

'TIS THE SEASON for reflection. @CCPipeline had a very good 2025. I am proud of the hard work of our staff and writers. Also, I thank our sponsors who support us. Finally, I thank our readers for your loyalty and support. Enjoy our December issue. buff.ly/n0KtiK7

Welcome to our Nov issue. The Feature includes @Verint, @NICELtd, @Qualtrics, and @CallMiner discussing #cctrs balancing the high wire act for exceptional #CX. Our Special Report from @jgoodman888 looks at how our #IVR experiences can translate to #AI. contactcenterpipeline.com/Di…

Our October issue of CCP is now available. Many topics are covered this month, including proactive use of data, #WFM, outsourcing, #AI, data management, technology and leadership. contactcenterpipeline.com/Di… #cctr #cx #contactcenter #customerservice #customerexperience

Our September issue is now available. Some of the best industry voices and contact center issues are featured this month. Check out their insights on leadership, coaching, #WFM, customer engagement, #AI, automation, multichannels, and so much more. contactcenterpipeline.com

Improving Healthcare Contact Center Outcomes - By Brendan Read; Q&A with Grant Knaggs contactcenterpipeline.com/Ar… #cctr #custserv #cx #contactcenter #customerservice #customersuccess #customerexperience #callcenter

Gamification or Gimmick? By Shane Devitt @CCPROConsulting contactcenterpipeline.com/Ar… #cctr #custserv #cx #contactcenter #customerservice #customersuccess #customerexperience #callcenter #gamification

Why Inclusive Hiring = Success - By David Sudolsky contactcenterpipeline.com/Ar… #cctr #custserv #cx #contactcenter #customerservice #customersuccess #customerexperience #callcenter #dei

Making the Most of Idle Time - By Jennifer Lee @Intradiem contactcenterpipeline.com/Ar… #cctr #custserv #cx #contactcenter #customerservice #customersuccess #customerexperience #callcenter

Using AI to Create Super Agents - By Rob McDougall @Upstream_Works contactcenterpipeline.com/Ar… #cctr #custserv #cx #contactcenter #customerservice #customersuccess #customerexperience #callcenter #artificialintelliegence #ai

Rethinking Training and Coaching - By Brendan Read; Q&A With Laura Sikorski contactcenterpipeline.com/Ar… #cctr #custserv #cx #contactcenter #customerservice #customersuccess #customerexperience #callcenter #artificialintelliegence #ai