From the Editor

Welcome to the February issue.

You may have noticed that we mention culture often in Pipeline. It would be a hard topic to avoid since it plays such a vital role in business performance, agility, employee engagement, customer experience… and everything in between.

Over the past decade, organizations have discovered that having a strong, people-centric culture is the driving force behind innovation and growth. In this month's feature, I spoke with two organizational culture thought leaders who shared their insights about what makes a coaching culture and how to apply a coaching approach to everyday conversations within the workplace.

Pipeline columnist Brian Burke, senior VP of operations for CGC, also outlines the key steps and practical advice for evaluating, establishing and maintaining a positive culture in the contact center. There are a lot of great takeaways that are specific to the contact center environment.

I hope you enjoy the issue!

Susan Hash
Contact Center Pipeline