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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

Managing the New Normal Workforces

Managing the New Normal Workforces

Automation, new channels, WFH, and the Great Resignation are shaping workforce management.

Operations Workforce Management Strategy Customer Experience People Turnover Technology Artificial Intelligence Remote Work Vendor Roundtable

Keeping the Customer Promise

Keeping the Customer Promise

EFG Companies has won multiple Stevie Awards since 2014 for its excellent customer service.

Operations People Development Technology Self-Service Case Studies

Multiple Channels, Challenges, and Opportunities

Multiple Channels, Challenges, and Opportunities

How can organizations best handle inbound customer contacts in the new normal?

Operations Strategy Customer Experience People Technology Omnichannel Self-Service Artificial Intelligence Vendor Roundtable

Should Agents Work from Home?

Should Agents Work from Home?

Why agents went home: and why they should come back.

Operations Workforce Management Collaboration Strategy People Technology Artificial Intelligence Remote Work Operations

Contacting for Customers

Contacting for Customers

Well-planned (and compliant) outbound customer contact is becoming critical to support an excellent CX.

Operations Strategy Customer Experience People Technology Remote Work Operations Vendor Roundtable

WFH for B2B?

WFH for B2B?

Not a few business-serving contact centers have also moved home, but will they stay there?

Operations Virtual Contact Centers People Technology Artificial Intelligence Remote Work Operations

From the Heart

From the Heart

Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Operations People Culture Technology Staffing Remote Work Operations Case Studies

Understanding (And Complying With) Canada’s Laws

Understanding (And Complying With) Canada’s Laws

Here are the key rules and developments, along with insights to help with compliance.

Operations Strategy

Changing the Business Experience

Changing the Business Experience

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology

Strengthening the B2B CX

Strengthening the B2B CX

B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara.

Operations Strategy Customer Experience People Technology Remote Work Strategy

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