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.
Is Your CRM Holding You Back? Choosing Tech That Actually Improves CX
Customer Relationship Management (CRM) software is the backbone of modern customer experience (CX) strategies. But is your current CRM really
Cybersecurity in Contact Centers: 2025 Threats and How to Prepare
As contact centers evolve into omnichannel hubs powered by AI, the cybersecurity landscape is also evolving—and not always for the
Training the AI Agent: How Contact Centers Are Teaching Bots to Handle Complexity
AI-powered bots are no longer limited to answering simple FAQs. Today’s contact centers are investing in intelligent systems capable of
Turning Contact Centers into Profit Drivers
Traditionally viewed as cost centers, contact centers have undergone a strategic transformation. Thanks to technological advancements and data-driven decision-making, modern
Microlearning in Contact Centers: Training That Fits into the Workday
In the fast-paced environment of contact centers, traditional training methods can be time-consuming, disruptive, and often ineffective when trying to
Visual & Conversational IVR: The Future of IVR
The traditional Interactive Voice Response (IVR) system—once a breakthrough in customer service—now faces mounting criticism for being clunky, impersonal, and
Self-Service Portals: Empower Customers, Keep the Human Touch
In today’s fast-paced digital environment, customers increasingly expect immediate, 24/7 solutions to their problems. Self-service portals have become a vital
