Contact Center Pipeline Blog

The profit engine of any successful call center rests on two cornerstones: retaining skilled agents and minimizing sick leave. These aren’t peripheral metrics; they drive revenue and operational costs directly. But the ground beneath that foundation is shifting. As AI transforms customer service delivery, talent management strategies must evolve just as rapidly. We’re entering a...

For years, companies – including many in the business process outsourcing (BPO) space – have relied on nearshore and offshore call center staffing to cut costs, deal with U.S. staffing shortages, and offer services around the clock. However, a series of Federal Communications Commission (FCC) Notices of Proposed Rulemaking (NPRMs) is putting this model at […]

Email sits at the center of customer service in Canada. Renewal notices, account updates, service alerts, appointments, and payment reminders all depend on it. Email also drives broader customer interaction across contact centers, including calls, chat sessions, web self-service, and in-person visits and appointments. When email fails, everything slows down. Contact centers feel...

Contact centers are uniquely vulnerable to bullying and harassment, a critical set of issues which this article will explore. The consequences are clearly seen in the rates of contact agent burnout and turnover, which increase recruitment and training costs. Up to 59% of contact center agents are at risk of burnout, driven by sustained workload, […]

For decades, contact centers have been managed by the same familiar scorecard. Average handle time (AHT) Service levels CSAT Cost per contact NPS There’s a reason 85% of contact centers are leveraging these legacy metrics. They are tidy. They benchmark well. They fit neatly into dashboards. They also leave most executives with the same lingering […]