It All Begins with Good Health

If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health care has never been an issue for you or your...
The Economics of Your Contact Center

Don’t Ignore the Economics of Your Contact Center

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. But it may also give you a punch in the stomach, because I’m going to say things...
Management Base Pay Flat, But Increase in Bonus Potential

Management Base Pay Flat, But Increase in Bonus Potential

Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and senior-level executives due to reshoring, findings from TeleManagement Search’s 2016...
Frontline Customer Service Call Center Agent Pay Rising

Frontline Agent Pay Rising

The tightening job market and an increase in the minimum wage have contributed to upward pressure on agent pay. In the last 12 to 18 months, more companies have been raising pay rates by...
Contact Center Pipeline Blog