Merging Contact Center and Marketing Teams: A 2025 Strategy Worth Considering?
In the evolving digital economy of 2025, the line between customer service and marketing is blurring. Today’s consumers expect seamless, […]
From Tickets to Journeys: Rethinking Contact Center Metrics in 2025
Discover how contact center metrics are evolving in 2025—shifting from ticket-based tracking to journey-focused insights that better reflect customer experience.
The Travel Industry’s CX Makeover: What Contact Centers Can Learn
The travel industry has undergone a dramatic transformation in recent years, largely driven by the rising expectations of customers and
How Healthcare Contact Centers Are Navigating HIPAA with AI Tools
As the healthcare industry increasingly turns to digital solutions, contact centers have become a frontline for patient engagement. With this
Upskilling the Modern Agent: Must‑Have Skills for 2025 and Beyond
As contact centers continue evolving in 2025, companies like XMC BPO are doubling down on upskilling their agents to thrive in
Why Contact Centers Are Hiring Experience Designers in 2025
In 2025, the contact center industry is undergoing a massive transformation. No longer just a hub for reactive customer service,
Predictive Customer Support: How Contact Centers Are Solving Problems Before They Happen
In a fast-paced digital landscape where customer expectations are higher than ever, proactive support has become the new gold standard.
How Contact Centers Are Using Video Chat to Elevate Customer Service
In today’s customer-centric world, contact centers are constantly evolving to meet rising expectations for personalized, efficient, and humanized service. One
Social Media as a Support Channel: What Contact Centers Need to Know
Social media has transformed how customers interact with brands. What started as a marketing tool is now a critical support
Contact Center KPIs That Matter in 2025 (And Which Ones to Ditch)
In the fast-evolving world of contact centers, measuring performance is essential—but not all Key Performance Indicators (KPIs) are created equal.
