Brendan Read


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

To Blend or Not to Blend?

Can blending be an effective CX and productivity tool?

Current Issue Operations Strategy Technology Omnichannel

The Growing Value of Speech Technology

Speech continues to be the foundation of customer and employee interactions.

Operations Technology

Welcome to the Metaverse

How contact centers can help in this new interaction world.

Strategy People Editor's Picks Member Exclusive

Canada’s Modernizing Payment Systems

Customers, companies, and workers alike will benefit from these improvements.

Operations Technology

Safely Continuing Customer Contact

How contact centers can lower disaster risks in the new normal.

Operations Strategy Technology Remote Work Operations Editor's Picks

Do We Know Clouds (Contact Centers)?

Understanding this technology environment.

Operations Strategy Technology

Contact Center Forecast: Increased Cloudiness?

Contact center applications continue to be sourced from the cloud and here’s why.

Operations Strategy Customer Experience Technology Vendor Roundtable