From the Publisher

Welcome to the March issue.

It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who helps rise our tides! As with all of us, I reflect back over these NINE years (what, nine years?) and see lots of change. Certainly lots of change in our industry, as well as our personal lives.

In March 2009, we were writing articles about driving performance in a weak economy, not letting budget cuts damage the customer experience and first CALL resolution. Fast forward nine years and we are talking about the Cloud, automation, social media, smartphones and the digital world. We have seen mergers and acquisitions!

Love it! Love our direction. Love our team. Love our industry! We have some exciting new things planned for 2018! Please join us on our journey!

Thank you for your support,
Linda Harden
Contact Center Pipeline
(443) 909-6951