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

Understanding (And Complying With) Canada’s Laws

Here are the key rules and developments, along with insights to help with compliance.

Operations Strategy

Changing the Business Experience

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology

Strengthening the B2B CX

B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara.

Operations Strategy Customer Experience People Technology Remote Work Strategy

Analyzing the Analytics

Analytics software is critical for contact centers. So, what lies ahead?

Current Issue Operations People Technology Omnichannel Artificial Intelligence

Adjusting Headsets for the New Normal

Remote/hybrid working, health concerns, and video are changing headsets and how they are used.

Operations Technology Remote Work People

Laura Sikorski on Analytics

Contact center operations and technology authority Laura Sikorski offers her insights on buying and using analytics applications.

Operations Technology

Locating Contact Centers in the New Normal

Labor market pressures could bring contact centers back to the U.S. or to nearshore countries.

Strategy People Technology Remote Work Strategy

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

President Biden signed an executive order committing to customer experience (CX) improvements with 17 federal agencies.

Current Issue Operations Strategy Customer Experience Technology

Filling The Performance Gaps

Coaching, training, empowerment, and AI-driven solutions can help retain staff and improve the contact center.

Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Strategy

Moving Forward: What Will 2022 Bring for Contact Centers?

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

Operations Workforce Management Strategy People Technology Staffing COVID-19 Remote Work Remote Work Strategy

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