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

Learning from the Customers

Learning from the Customers

Companies should focus on the total experience.

Strategy Customer Experience People

Hearing (and Understanding) the Customers

Hearing (and Understanding) the Customers

How to best tap their invaluable insights.

Technology Artificial Intelligence

How Contact Centers Can Have Available Quality Agents - Part 1

How Contact Centers Can Have Available Quality Agents - Part 1

Multiple forces are constraining contact center workforces.

Operations Workforce Management Technology Workforce Optimization Artificial Intelligence Vendor Roundtable

Managing the Data

Managing the Data

How contact centers can obtain meaningful insights from customer engagement data.

Operations Technology Artificial Intelligence

Keeping Retail on the Road

Keeping Retail on the Road

Personalization and agent empowerment can steer the CX in the right direction.

People Workplace Environment Technology Artificial Intelligence

Building Connections with Edgy Customers

Building Connections with Edgy Customers

The growing customer/brand disconnects and how to close them.

Strategy Customer Experience Technology Artificial Intelligence

What Is The New Normal?

What Is The New Normal?

How the COVID-19 pandemic permanently changed customer interactions and environments.

Operations Technology Unified Communications Artificial Intelligence Remote Work People

Flying Through the Turbulence

Flying Through the Turbulence

How contact centers can get through the stiff CX-impacting staffing and Gen Z winds.

People Hiring Development Culture Technology Self-Service Artificial Intelligence

Taking WFM to the Cloud

Taking WFM to the Cloud

TrialCard gained efficiencies, met challenges.

Operations Workforce Management Technology Remote Work Strategy Editor's Picks Member Exclusive Case Studies

Tuning the CX Engine

Tuning the CX Engine

How you train then coach your agents keeps your contact center on the road.

People Development Technology Artificial Intelligence Remote Work Operations