Contact Center Pipeline
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Contact Center Pipeline is an American trade magazine for the contact center and customer service industry. As of 2021, Contact Center Pipeline's publisher is Linda Harden, and Executive Editor is Susan Hash.[1]
Contact Center Pipeline is a trade magazine for the customer service industry, focused on contact center management. It covers subjects of broad interest for owners, operators, and managers of internal and external contact centers, from four main perspectives: Strategy, Technology, People and Operations.[2]
Contact Center Pipeline was first printed in March of 2009, in Annapolis Maryland; where, as of 2021, it is printed today. Originally founded as a print magazine, it now includes a digital version of the magazine, a website, and supporting blog. It has been officially licensed, translated and published in China, Italy, Hong Kong, and The United Arab Emirates.
Contact Center Pipeline also publishes 1st-Party contact center industry research and analysis. The annual "Contact Center Challenges and Priorities" survey has been conducted annually since 2013, in November, to determine the contact center industry's goals in coming year.[3]
In 2020, the COVID-19 crisis heavily impacted the contact center industry[4], with many centers transferring their employees to work-from-home.[5] This almost overnight transition was enabled by technology and practices that had long been in place[6], but not widely adopted[7]. The technology and management practices for an at-home workforce proved to be vastly different and required a massive coordination to essentially transfer an employees desk from the office to their home.[8] In response to the COVID-19 crisis, Contact Center Pipeline launched a COVID-19 resource center, offering free listings to companies that provided these services: via webinars, white-papers, ebooks, and articles.
Contact Center Pipeline is supported by paid subscription, and controlled circulation, provided at no, or reduced cost to qualified subscribers that identify as working in the contact center industry, and advertising.
As of 2021, Contact Center Pipeline is the only printed publication for the contact center / call center industry in the United States.
External Links[edit]
Contact Center Pipeline – official site
Contact Center Pipeline Blog – official site
Contact Center Pipeline Industry Directory – official site
This article "Contact Center Pipeline" is from Wikipedia. The list of its authors can be seen in its historical and/or the page Edithistory:Contact Center Pipeline. Articles copied from Draft Namespace on Wikipedia could be seen on the Draft Namespace of Wikipedia and not main one.
- ↑ https://muckrack.com/susanhash
- ↑ https://muckrack.com/media-outlet/blog-contactcenterpipeline
- ↑ https://www.forbes.com/sites/forbescoachescouncil/2019/01/25/why-better-conversations-help-achieve-business-goals/
- ↑ https://magazine.wharton.upenn.edu/digital/covid-19s-impact-on-call-centers/
- ↑ https://www.law.com/thelegalintelligencer/2021/11/18/the-lasting-impact-of-covid-the-new-law-firm-working-environment/?slreturn=20211018144850
- ↑ https://www.forbes.com/sites/peterbendorsamuel/2020/07/22/call-centers-show-bright-spot-in-covid-19-crisis/
- ↑ https://www.businesswire.com/news/home/20211115006032/en/Enterprises-Across-the-Globe-Embrace-Contact-Center-as-a-Service-to-Meet-Customer-Needs
- ↑ https://ms-worklab.azureedge.net/files/reports/hybridWork/pdf/2021_Microsoft_WTI_Report_March.pdf
