Top Journalists in Call Centers, Answering Services, Telemarketing
Brendan Read Contact Center Pipeline
Editor-in-Chief of Contact Center Pipeline; long-time editor/reporter on contact centers and CX with regular features and industry analysis. Specialties: Contact centers, CX strategy, workforce, WFH/BCDR, FCC/telemarketing rules
Susan Hash Contact Center Pipeline
Veteran business journalist; served as Editorial Director of Contact Center Pipeline (2009–2021) and continues to write extensively on customer care and contact centers. Specialties: Contact center leadership, WEM/QA, VoC/CSAT, culture, remote work
Leonard Klie CRM magazine / SmartCustomerService.com
Editor of CRM magazine and SmartCustomerService.com; covers contact center technologies, case studies, and industry developments. Specialties: Contact center tech and trends, CRM, IVAs/IVR, industry news
Phillip Britt DestinationCRM / Speech Technology
Technology writer contributing frequent news/features on contact centers, CX and speech technology to DestinationCRM and Speech Technology. Specialties: Contact center AI/automation, CX operations, case studies, speech tech
Charlie Mitchell CX Today
Senior editor and Head of Publication at CX Today; award‑winning journalist focused on customer experience and contact center technology. Specialties: CCaaS/UCaaS, AI agents, vendor analysis, CX operations
Jonty Pearce Call Centre Helper
Founder and editor of Call Centre Helper; widely published on contact center best practices and WFM, and hosts industry webinars/podcasts. Specialties: Forecasting & scheduling (Erlang), operations, webinars, WFM
Rachael Trickey Call Centre Helper
Account manager and long‑time writer at Call Centre Helper; produces articles and webinars on contact center technology and practices. Specialties: Industry news, webinars, benchmarking, WFM and KPI coverage
Rebekah Carter UC Today / CX Today
Technology journalist covering contact center and CX platforms across UC Today/CX Today with deep dives, explainers, and vendor coverage. Specialties: CCaaS/UCaaS, Amazon Connect & Microsoft ecosystem, AI in service
Rory Greener Today Digital (CX Today / UC Today)
Technology journalist at Today Digital (UC Today / CX Today) reporting on contact center vendors, market moves, and trends. Specialties: Contact center/cloud comms news, CCaaS updates, interviews
Beth Schultz Metrigy (contributor to No Jitter)
VP of Research at Metrigy; former No Jitter editor-in-chief who continues to publish metrics‑based contact center/CX insights on No Jitter. Specialties: Contact center performance, WEM/AX, branded messaging, CX research
Eric Krapf No Jitter / Enterprise Connect
Publisher of No Jitter and GM/Program Chair for Enterprise Connect; long‑time editor/analyst covering business communications and contact centers. Specialties: Enterprise comms and contact centers, industry trends, event programming
Don Fluckinger TechTarget SearchCustomerExperience
Senior News Writer at TechTarget’s SearchCustomerExperience, frequently breaking contact center and CX tech stories (AI agents, CCaaS, policy). Specialties: Contact center/CRM news, AI agents, policy/regulatory (telemarketing/TCPA)
Dom Nicastro CMSWire (Simpler Media Group)
Editor‑in‑Chief of CMSWire; covers digital customer experience and contact center operations with news, analysis, and CMSWire TV interviews. Specialties: Contact centers & CX, AI in service, interviews with CX leaders
Paula Bernier TMC (CUSTOMER / TMCnet)
Former TMC Executive Editor who authored numerous CUSTOMER/TMCnet features on contact center management, WFO and telemarketing regulation. Specialties: Workforce optimization, IVR/IVA, UC/contact center coverage
Raj Wadhwani ContactCenterWorld.com
Founder/President of ContactCenterWorld.com; publishes global contact center news and runs the Top Ranking Performers awards. Specialties: Global contact center news, awards, benchmarking, best practices
Peter Lyle DeHaan Connections Magazine (Peter DeHaan Publishing)
Editor‑in‑Chief/Publisher of Connections Magazine; long‑time author on answering services and contact centers (books and periodicals). Specialties: Answering services, healthcare call centers, operations, leadership
Erica Marois ICMI (International Customer Management Institute)
Senior Manager, Content & Community at ICMI; long‑time editor/writer and community host producing articles, webinars, and awards coverage. Specialties: ICMI community/content, contact center leadership, CX best practices
Brian Cantor CCW Digital (Customer Management Practice)
Managing Director for Customer Management Practice’s Digital division (CCW Digital); leads editorial vision, research, and webinars on contact centers/CX. Specialties: Contact center strategy, AI/self‑service, industry research and events
Narayan Ammachchi Nearshore Americas
Journalist and News Editor at Nearshore Americas, frequently reporting on nearshore contact center industry developments and policy issues. Specialties: BPO/contact center nearshore markets, labor/talent, compliance
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