Learn how modern contact centers are harnessing the dual strengths of AI and human-centric leadership to set the pace in an ever-evolving industry.
Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.
Learn how FCR drives operational efficiency, cost savings, agent retention, and customer satisfaction. Discover strategies to improve your call center's FCR, the common mistakes to avoid, and a whole lot more!
Learn how call center leaders are implementing effective, results-driven coaching, nurturing agent commitment, & employing rigorous measures to assess the effectiveness of feedback.
Explore the transformative power of AI in call center coaching – with some help from The Simpsons. From real-time feedback to personalized training, AI enhances coaching effectiveness and drives exceptional customer experiences.
Discover humorous and unexpected insights for effective call center coaching from some of our favorite TV and movie dads.
Uncover the benefits and challenges of using real-time agent assist tools in contact centers. Learn how to leverage AI while still maintaining the essential human touch your customers need.
AI is revolutionizing call centers, streamlining operations, and enhancing customer experiences. See how it's used to efficiently manage queries, train agents, and reduce errors, lead to a more profitable contact center.
Learn how Iterum is delivering an exceptional experience for their clients and boosting their teams’ performance in our recent interview with Juan Lopez, COO.