With such a challenging vocation, contact center leaders need access to leading-edge information and diverse, expert opinion on how to make the most of it. Conferences and seminars allow some of that, and there are online resources that offer a little give and take with discussion groups. For my money, though, nothing helps to bring an industry together better than a high-quality publication. The combination of thought-provoking articles and wide reach helps to galvanize the users, vendors, and support staff that collectively makes up a profession.
When offered the opportunity to write a regular column for the Contact Center Pipeline, I did not hesitate one minute in accepting the offer. Our jobs in this industry are important, and that importance goes beyond meeting internal performance objectives and cutting costs. We provide the human connection behind the products and services our organizations offer the market. Time and time again, studies prove the support provided by our contact centers make the difference in the lives of our customers. A publication like the Contact Center Pipeline, with experienced industry leaders behind it, will help us all do our jobs better. I am excited to be a part of that movement!
Founder and President