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

The Need to Make the Best Customer Connections

The Need to Make the Best Customer Connections

How contact centers can productively respond in the face of higher CX expectations.

Strategy Customer Experience Technology Omnichannel Self-Service Artificial Intelligence

Gardening the CX

Gardening the CX

How Stanley Black & Decker Outdoor gets the CX done.

Current Issue Operations Workforce Management Strategy Customer Experience Technology Workforce Optimization Artificial Intelligence Remote Work People Case Studies

Is There a Future for Outbound?

Is There a Future for Outbound?

Outbound communications is increasingly vital but is facing pressure on many fronts.

Strategy Customer Experience Technology Artificial Intelligence Vendor Roundtable

The ChatGPT Revolution?

The ChatGPT Revolution?

Will, and how, this new technology model help contact centers?

Operations Technology

Getting the Most From Your Chatbots

Getting the Most From Your Chatbots

Common issues, solutions, and developments (like ChatGPT) to this popular application.

Member Exclusive Trending Operations Technology Artificial Intelligence Member Exclusive

Is Work From Home the New Normal?

Is Work From Home the New Normal?

COVID-19 sent workers (like agents) home, but will they stay there?

Operations People Remote Work Operations

Understanding GigCX

Understanding GigCX

GigCX promises scalable excellent service but how does it work?

People Remote Work Operations

Looking Beyond the Wrinkles

Looking Beyond the Wrinkles

Why contact centers must retain and hire aging workers.

Member Exclusive Trending Operations People Hiring Culture Workplace Environment Remote Work Strategy Member Exclusive

Key Trends in Agent Productivity

Key Trends in Agent Productivity

How contact centers can get on top of critical operations factors.

Operations Strategy People Technology Artificial Intelligence Remote Work Operations

Enabling Productive Solutions

Enabling Productive Solutions

Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences.

Operations Workforce Management Strategy Customer Experience People Performance Management Technology Software Platforms Artificial Intelligence Remote Work Operations Technology Vendor Roundtable