Contact Center Pipeline
Welcome new subscribers! I am pleased to present to you Contact Center Pipeline. Our purpose in publishing our magazine is to bring together top industry experts to network and share our insights and experiences with you. I am thrilled to be working with our team of professionals in carrying out that goal.
As organizations everywhere are realizing, the products that are manufactured and the services rendered account for only a portion of business success. The way that we engage with our customers and employees is every bit as important. Our customer interactions significantly impact our brand and market images, and if we handle those contacts well, we’re able to pace the workflow appropriately to our staff. I think that sounds like everyone wins!
Yet contact centers leaders often find themselves up against countless obstacles in the pursuit of delivering a consistent, high-quality customer experience.
And as new channels and customer touchpoints are introduced into the mix, those challenges extend from the center to the larger enterprise. It’s unexplored territory for most contact center professionals—and it’s the very reason that we publish Contact Center Pipeline! We’re here to help you overcome service barriers, and develop solutions and strategies to distinguish your company’s customer experience in a competitive marketplace. In each issue, we share what we’ve learned through research and insights from industry experts and other contact center leaders.
Pipeline’s monthly columnists and contributing authors have earned the industry’s respect through writing, speaking and implementing the best practices that make a difference in our call center experiences. They bring to the publication many years of hands-on experience with managing world-class operations. They are the brightest in the industry, and they’ll be bringing their insights and advice to your desk in every issue.
Thank you for your support in making Contact Center Pipeline the industry’s leading instructional magazine! I encourage you to share your thoughts with me as we continue to evolve and improve.