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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

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

Contact Center Behavioral Analysis

Analyzing behaviour is a very important aspect in how how agents interact with customers with the benefits being many. ...more

CX ,Optimization Artificial Intelligence Contact Center &Quality

June 25, 2025•2 min read

Human & AI Contact Center Collaboration

There will always be a need for human involvement in contact centers whether it's agents or analysts. ...more

CX ,Optimization Artificial Intelligence Contact Center &Quality

May 14, 2025•1 min read

Actionable Intelligence Driving Improvements

Data driven insights go hand in hand with actionable intelligence enabling organizations to improve their contact center operations including customer experience. ...more

CX ,Optimization Artificial Intelligence Contact Center &Quality

April 23, 2025•2 min read