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Brendan Read

Editor-in-Chief

Brendan Read is Editor-in-Chief of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home.

Articles by Brendan-Read

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Contact Center Pipeline’s Advisory Board shares timely insights to take into the New Year.

Operations Workforce Management Strategy Customer Experience People Turnover Workplace Environment Technology Artificial Intelligence Remote Work Operations

How Contact Centers Can Have Available Quality Agents - Part 3

How Contact Centers Can Have Available Quality Agents - Part 3

Multiple forces are constraining contact center workforces.

Operations Workforce Management Technology Artificial Intelligence Vendor Roundtable

Staffing in the Age of Angst

Staffing in the Age of Angst

How to attract and retain high quality agents in this challenging era.

Strategy Customer Experience Technology Staffing Artificial Intelligence Remote Work Operations

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2

Multiple forces are constraining contact center workforces.

Operations Workforce Management People Remote Work Operations Vendor Roundtable

Learning from the Customers

Learning from the Customers

Companies should focus on the total experience.

Strategy Customer Experience People

Hearing (and Understanding) the Customers

Hearing (and Understanding) the Customers

How to best tap their invaluable insights.

Technology Artificial Intelligence

How Contact Centers Can Have Available Quality Agents - Part 1

How Contact Centers Can Have Available Quality Agents - Part 1

Multiple forces are constraining contact center workforces.

Operations Workforce Management Technology Workforce Optimization Artificial Intelligence Vendor Roundtable

Managing the Data

Managing the Data

How contact centers can obtain meaningful insights from customer engagement data.

Operations Technology Artificial Intelligence

Keeping Retail on the Road

Keeping Retail on the Road

Personalization and agent empowerment can steer the CX in the right direction.

People Workplace Environment Technology Artificial Intelligence

Building Connections with Edgy Customers

Building Connections with Edgy Customers

The growing customer/brand disconnects and how to close them.

Strategy Customer Experience Technology Artificial Intelligence

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