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

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

Member Exclusive Trending Operations Workforce Management Strategy Customer Experience People Technology Training and development Remote Work Operations Editor's Picks Member Exclusive

The Virtual Shift

The Virtual Shift

UCC applications and agents are moving off-premise, with some challenges.

Strategy Customer Experience Technology Unified Communications Remote Work Technology

Winning Customer and Employee Support

Winning Customer and Employee Support

Here’s how Virgin Pulse won four top CCW awards.

Operations Workforce Management Strategy Customer Experience People Culture Technology Remote Work Operations Case Studies

Staffing in the New Normal

Staffing in the New Normal

Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

Operations Strategy People Hiring Engagement Turnover Technology Staffing Artificial Intelligence Training and development Remote Work People

To Blend or Not to Blend?

To Blend or Not to Blend?

Can blending be an effective CX and productivity tool?

Operations Strategy Technology Omnichannel

The Growing Value of Speech Technology

The Growing Value of Speech Technology

Speech continues to be the foundation of customer and employee interactions.

Member Exclusive Trending Operations Technology Member Exclusive

“Hearing” and Heeding Today’s Customers

“Hearing” and Heeding Today’s Customers

Digital channels, immediacy, and WFH are shaping the conversations.

Operations Strategy Customer Experience People Performance Management Technology Remote Work Technology

Welcome to the Metaverse

Welcome to the Metaverse

How contact centers can help in this new interaction world.

Strategy People Editor's Picks Member Exclusive

Canada’s Modernizing Payment Systems

Canada’s Modernizing Payment Systems

Customers, companies, and workers alike will benefit from these improvements.

Operations Technology

Safely Continuing Customer Contact

Safely Continuing Customer Contact

How contact centers can lower disaster risks in the new normal.

Operations Strategy Technology Remote Work Operations Editor's Picks