From the Publisher

Welcome to the May issue.

Know what I love best about the contact center industry? It's as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.

This month we have a jam-packed issue that addresses many of the issues that contribute to those experiences and successes. Articles including: self service apps for agents, a 360-degree approach to contact center security, securing millennial loyalty, authentic omnichannel experiences, technology procurement, insuring self service is your customer experience ally, and more...

We would love to hear your feedback on any of these topics.

Doing something really successful in your contact center? Something new or different? Maybe something that turned out to be great fun? As always, we invite you to contact us. We would love to feature you in an upcoming Inside View or interview article. You can reach me at

Have a great month.

Enjoy your May issue!
Linda Harden
Contact Center Pipeline
(443) 909-6951