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

Connecting With Anxious Customers

Connecting With Anxious Customers

The cases for careful deflection, supporting preferred channels, and proactive outreach.

Current Issue Strategy Customer Experience People Engagement Technology Self-Service Artificial Intelligence

Working With Consultants

Working With Consultants

How to maximize the benefits of their counsel and services.

Operations Strategy People

Can Contact Centers Mitigate Fraud Risks?

Can Contact Centers Mitigate Fraud Risks?

Fraud is rampant, but steps can be taken to thwart threats.

Operations Strategy Customer Experience Research

Where to Call and Contact?

Where to Call and Contact?

The New Normal, like WFH, has shaken up contact center site selection strategies.

Operations Technology Artificial Intelligence Remote Work Operations

Managing to Adapt

Managing to Adapt

Where are contact centers going post-COVID-19 pandemic?

Operations Workforce Management Remote Work Strategy

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19

How Jackson National Life’s contact center responded to the challenges.

People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations Case Studies

Overcoming the Workforce Challenges

Overcoming the Workforce Challenges

How managers can ensure having the right people at the right times.

Operations Workforce Management Remote Work Strategy

Lifting Agility

Lifting Agility

How going to cloud telephony and WFM helped Radial meet business needs.

Operations Workforce Management Technology Artificial Intelligence Case Studies

Enabling Productive CX in Challenging Times

Enabling Productive CX in Challenging Times

Can AI help square customer and contact center needs?

Strategy Customer Experience Technology Artificial Intelligence

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Contact Center Pipeline’s Advisory Board shares timely insights to take into the New Year.

Operations Workforce Management Strategy Customer Experience People Turnover Workplace Environment Technology Artificial Intelligence Remote Work Operations