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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.
Current Issue Operations Workforce Management Strategy Customer Experience People Culture Technology Remote Work Operations
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Current Issue Operations Strategy Technology Omnichannel
Speech continues to be the foundation of customer and employee interactions.
Operations Technology
Digital channels, immediacy, and WFH are shaping the conversations.
Operations Strategy Customer Experience People Performance Management Technology Remote Work Technology
How contact centers can help in this new interaction world.
Strategy People Editor's Picks Member Exclusive
Customers, companies, and workers alike will benefit from these improvements.
How contact centers can lower disaster risks in the new normal.
Operations Strategy Technology Remote Work Operations Editor's Picks
Understanding this technology environment.
Operations Strategy Technology
Contact center applications continue to be sourced from the cloud and here’s why.
Operations Strategy Customer Experience Technology Vendor Roundtable