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Metrics - The Good and Bad
Metrics in a contact center can either positively impact or negatively impact outcomes. It's important to design a system that incentivizes the behaviors you want and drives desired outcomes. ...more
CX ,Contact Center
February 02, 2026•4 min read
Expert Guidance
Expert guidance is always important and particularly when talking about Contact Centers. It's not just about the technology but more importantly about business outcomes. ...more
Contact Center ,Expert Guidance
January 26, 2026•2 min read
Software Platforms
There are many Contact Center platforms designed by software companies but on an operational basis they are lacking. ...more
CX ,Optimization &Contact Center
January 19, 2026•3 min read
Accent Neutralization
Accent neutralization is fast becoming a game changer both for BPOs and their customers alike. Opening up more possibilities for hiring agents and better customer experience. ...more
Outsourcing ,BPO &Contact Center
December 10, 2025•4 min read
Quality & Analytics Moving Forward
Quality & Analytics are at the forefront of successful contact centers if implemented correctly and with the best available technology. ...more
Contact Center ,Quality &Analytics
November 19, 2025•5 min read
Quality & Analytics: A Hybrid Approach
A strategic hybrid approach is the best option when looking to get the most out of quality and analytics in order to understand and benefit from the data associated with your contact center. ...more
Contact Center ,Quality Analytics &Hybrid Approach
November 12, 2025•3 min read
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