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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



Conversation With the Coach

Insights on how to best equip agents to meet changes and challenges.

Strategy Culture People Development


Connecting With Anxious Customers

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

Strategy Customer Experience People Technology Self-Service Artificial Intelligence


Working With Consultants

How to maximize the benefits of their counsel and services.

Operations Strategy People


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?

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

Operations Technology Artificial Intelligence Remote Work Operations


Managing to Adapt

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

Operations Workforce Management Remote Work Strategy



Overcoming the Workforce Challenges

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

Operations Workforce Management Remote Work Strategy


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