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Brendan Read

Editor-in-Chief


Brendan Read is Editor-in-Chief of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home.

Articles by Brendan-Read



Supreme Telemarketing Changes?

Key rulings on the TCPA and other regulations could create compliance uncertainty, for now.

Current Issue Operations Strategy




Rethinking Training and Coaching

Staff development must now incorporate and use AI.

People Development Technology Artificial Intelligence



Extra! Extra! Advanced Tech Helps Newspaper!

How technology investments improved service and remote work.

Operations People Development Remote Work Technology



Are Customers (and Agents) Truly Different?

They may have far more in common despite generations, countries.

Strategy Customer Experience People


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