This month’s top 5 has a strong focus on our people and how we can best support them.
Jens guides us through updating our recruitment and training methods to support our agents in today’s ever-changing landscape. Pier speaks specifically to supporting our neurodivergent agents.
Michael outlines potential challenges and strategies for navigating a merger or acquisition.
Next up, Melody details the newest proposed regulations which would greatly impact near/offshore call center staffing.
Over to Geoffrey, who details the expanding compliance gap between the U.S. and Canada. Check it out!
Why Traditional Screening Misses Your Biggest Retention Risk
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.
Turning Acquisition Chaos into Clarity
If you have ever lived through a merger or acquisition (M&A), you know the feeling. Systems do not talk, processes overlap, and everyone insists their way is the right way. In my career leading customer service and contact center operations through multiple integrations, I have learned that an acquisition does not just change logos or leadership; it rewires the DNA of how people serve customers.
The Neurodiversity Disconnect
I’m starting from a few assumptions. That diversity and inclusion matter. That neurodiversity is real. And that listening is one of the most important skills a leader can develop. If we agree on those foundations, then it’s worth exploring what leaders can actually do to better support agents in a contact center.
FCC NPRMs Target Near/Offshore Call Centers
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 risk.
The U.S. – Canada Compliance Gap
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.
