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.
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
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.
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
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
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
The New Rules of First Contact Resolution
Fast: Meeting the Demand for Immediate Solutions In an era where 82% of customers expect immediate responses, with 32% anticipating
