current issue
The Year Ahead: 17 on ’17

It’s the start of a brand-new year. What’s happening in the near future for contact centers? What should we keep an eye on in the next 12 months? We asked 17 industry experts to share their thoughts.
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Contact Center Challenges & Priorities for 2017

Recent survey findings reveal the latest challenges and priorities facing contact centers in 2017. A follow-up to the widely read 2016 report with year-to-year comparisons.
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From the Publisher

Know what I love about celebrating a new year? It gives us a chance for a "do over.” There are not too many times in life we get that opportunity. The unfinished project, the training initiative, the opportunity to make a difference... you now have the gift of time to make these things happen. Make the most of it!  Read More

Contact Center Nation
Join these Pipeline Subscribers:
  • • 21st Century
  • • AAA-California
  • • AAA-Texas
  • • Airlines Reporting Corp
  • • Alberta Motor Assoc
  • • Allianz Life
  • • AMA Insurance
  • • American Home Shield
  • • Amway Global
  • • Assurant
  • • Bancorp Bank
  • • BCBS of Michigan
  • • Bose
  • • CAA SC Ontario
  • • Cap Gemini
  • • Capital One
  • • CharMeck 311
  • • Chevy Chase Bank
  • • Choice Hotels
  • • City of Ft. Worth
  • • Coca-Cola
  • • Comcast
  • • Comerica Bank
  • • Communications Product
  • • Convergys
  • • Deloitte
  • • Delta Dental
  • • DirecTV
  • • Discover
  • • Disney Vacations
  • • Duke Energy
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  • • FRTIB
  • • Georgia Power
  • • Guardian Life
  • • Healthcare Mgmt. Administrators
  • • Home Depot
  • •
  • • Hunter Douglas
  • • IBM
  • • ICBC
  • • Improved Performance Solutions
  • • Infinity Insurance
  • • Jitterbug
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  • • Johns Hopkins Medicine
  • • Jones School Supply
  • • JPM Chase
  • • Kellogg Company
  • • Magellan Vacations
  • • Mars
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  • • New Corp
  • • NiSource
  • • NY Life Insurance
  • • Pampered Chef
  • • Pinnacle Health
  • • Primax
  • • Prime Therapeutics
  • • PSECU
  • • Radial Point
  • • Raymond James
  • • SaskTel
  • • Scholastic
  • • Social Security Admin
  • • Springs Window Fashions
  • • Target
  • • TD Canada Trust
  • • T-mobile
  • • Toyota Financial
  • • T. Rowe Price
  • • University of Phoenix
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Topics Covered by Contact Center Pipeline:
Monitoring/Coaching Practices MONITORING Contact Center/Call Center Management Training Metrics/Key Performance IndicatorsReporting, Scorecards, Analytics HIRING/RETENTION Workforce Management Process Improvements Customer Experience Management Multichannel Strategy/Technology Customer Surveys Employee/Customer Engagement, Satisfaction LEADERSHIP contact center multichannel customer contact call center customer experience CEM
Subscribe now to Contact Center Pipeline, a cutting-edge monthly journal focused on the specific needs and challenges of the contact center. Our advisory board, editor, writers and contributors are known for their unique understanding of what makes the call center the organization's driving force.
Customer Spotlight
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    Allen Kurzman
    Director, Business Development & Media Relations
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    Direct Commerce Call Center Manager
    Adobe Systems Incorporated
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    The Paisley Group
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    Director Global Outsourcing & Vendor Management
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    call center publication out there. Not surprising, considering the people that contribute content. Thanks for bringing this team together."

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    Vice President
    Call Center Operations
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    Customer Response Unit Site Director
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    Contact Center Executive
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    Springs Window Fashions
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    Employees Retirement System of Texas