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Compelling Contact Center Trends
Compelling trends are reshaping cost, quality and the role of humans agents in profound ways. ...more
CX ,Optimization Artificial Intelligence &Contact Center
May 04, 2026•2 min read
2026 Contact Center Trends... So Far
The trends in the Contact Center industry continue and in fact are accelerating. They are inescapable where most companies are aware but also need to effectively take advantage. ...more
CX ,CCaaS Optimization &Contact Center
April 27, 2026•2 min read
Champion - Challenger
Companies that are outsourcing may do well to consider a Champion - Challenger model, using 2 or more BPOs. A little competition never hurts. ...more
Outsourcing ,BPO CX &Contact Center
March 16, 2026•4 min read
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
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