From the Editor

Welcome to the August issue.

Change is a constant state for the contact center industry. This month's editorial line-up illustrates just some of the issues, challenges and innovations contributing to the evolving landscape of contact center management.

Whether it's artificial intelligence, millennials, video chat, customer experience or resiliency, our August authors and sources have shared keen insights to help you recognize and prepare for changes that are taking place now, as well as what's on the horizon.

Give it a read! You'll find many points to discuss with your leadership team.

Susan Hash
Contact Center Pipeline