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

Where to Call and Contact?

Where to Call and Contact?

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

Current Issue Operations Technology Artificial Intelligence Remote Work Operations

Managing to Adapt

Managing to Adapt

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

Current Issue 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.

Current Issue People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations

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

How Contact Centers Can Have Available Quality Agents - Part 3

How Contact Centers Can Have Available Quality Agents - Part 3

Multiple forces are constraining contact center workforces.

Operations Workforce Management Technology Artificial Intelligence Vendor Roundtable

Staffing in the Age of Angst

Staffing in the Age of Angst

How to attract and retain high quality agents in this challenging era.

Strategy Customer Experience Technology Staffing Artificial Intelligence Remote Work Operations

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2

Multiple forces are constraining contact center workforces.

Operations Workforce Management People Engagement Remote Work Operations Vendor Roundtable