From the Publisher

Welcome to the July issue.

Welcome to the July issue of Contact Center Pipeline…and summer. It has been a very active 2017 Contact Center conference season so far this year. We appear to be taking a short break before the conferences start up again in the fall. At first glance, it appears to be a fall conference season with lots of good events scheduled. I hope you’ll be able to take advantage of these summer months to do additional professional development. There are lots of insightful Webinars being produced, along with blogs, whitepapers…and of course, Contact Center Pipeline. I love all the industry resources available at our finger tips these days. Pick a topic and you can find a wealth of information.

Speaking of a wealth of information, our July issue is packed.  Susan is covering creating career paths for agents in her feature article. Jay talks about being more cost efficient in 2018, Brian explores measuring contact center effectiveness…and we discuss date security, healthcare contact center top challenges, the results of the 2017 WFO Survey…and more!

It is an honor for Contact Center Pipeline to interview Bob Furniss in our July issue. Bob is the Vice President of the Global Service Cloud Practice for Bluewolf, an IBM Company. In May, Bob received the ICMI Lifetime Achievement Award. In his interview, Bob shares with us his passion for the Contact Center industry, as well as his thoughts about leadership and advice for the future. We are so pleased for Bob.  It is an award well deserved! We are appreciative that over the years Bob has shared his insights and wisdom through our publication.  Congratulations, Bob! Job well done!!

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