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 […]
Customer Service
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.
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
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
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
