Running a contact center used to mean juggling a mess of tools – one for recording calls, another for analyzing...

Call center QA used to be simple. Play a few calls. Check off boxes on a spreadsheet. Call it a...

There was a time when quality assurance in contact centers meant listening to a few random calls, checking off a...

In most contact centers, there’s always been a problem hiding in plain sight: how do you decide who takes which...

Most business decisions used to start with a hunch, a guess, or a gut feeling dressed up in confidence, but...

For years, quality management was more paperwork than problem-solving, where most tools acted like glorified filing cabinets and not much...

Everyone’s had that customer service call, the one where you say your name five times, repeat your problem to three...

Customer support isn’t about answering questions anymore; it’s about reading between the lines, recognizing intent before it’s spoken, and responding...

No two businesses run the same way, which is why using the same tools rarely works for everyone. A company...