Contact Center Pipeline is a fresh, new, 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 for attracting and retaining customers and employees, and ensuring long-term success.

Well-respected industry leaders and consultants present strategies, advice and insights to managing an effective and efficient operation.

Susan Hash
Editor
Contact Center Pipeline
206-552-8831
susan@contactcenterpipeline.com

Welcome to Contact Center Pipeline! We are excited to be delivering a compelling new print publication to the contact center industry, and we hope you'll become a regular reader. Although Contact Center Pipeline has been officially in the works for several months, I think I can safely say that it has been a "gleam in the eye" of all of those involved for much longer. For those of you who are not familiar with us, we are a team of professionals bringing together decades of call center industry expertise, problem-solving

and real-world experience. Our mission is to help our readers succeed by providing the resources to develop solutions to new and ongoing challenges, leverage their operations’ strengths to drive change and grow the business through world-class customer management strategies.

To those outside the industry, contact centers appear to be a niche business. Yet today’s contact center leaders find themselves wearing a number of different hats — trainer, coach, futurist, marketer, consultant, forecaster, IT specialist, accountant… and that’s just on Mondays!

It’s a big job, no matter how you view it, but we’re...

Linda Harden
Publisher
Contact Center Pipeline
443-909-6951
linda@contactcenterpipeline.com

Welcome new subscribers! I am pleased to present to you our new publication, Contact Center Pipeline. When we first began to develop the concept for the newsletter, our purpose was to bring together top industry experts to network and share our insights and experiences with you. I am thrilled to be working with our team of professionals in carrying out that goal.

As organizations everywhere are realizing, the products that are manufactured and the services rendered account for only a portion of business success. The way that we engage with our customers and employees is every bit as important. Our customer interactions significantly impact our brand and market images and if we handle those contacts well, we’re able to pace the workflow appropriately to our staff. I think that sounds like everyone wins!

Yet contact centers leaders often find themselves up against countless obstacles when it comes to ensuring a quality customer experience for every contact....