by Eglė Račkauskaitė | Jun 30, 2026 | Contact Center AI
Contact center KPIs measure how well and how fast your human and AI agents solve customer problems. However, most modern contact centers measure more than just speed and quality. And with AI agents, old KPIs often don’t cut it anymore. For example, a 2024 March...
by Eglė Račkauskaitė | Mar 20, 2026 | Contact Center AI
Building an effective and productive call center support team starts with solid training, but it is reinforced with continuous call center coaching. The right agent coaching can help your team handle difficult customer cases in real time, learn ways to offer...
by Eglė Račkauskaitė | Jan 16, 2026 | Contact Center AI
Call centers employ thousands of people across countries each year. However, the customer support sector has one of the most volatile labor markets across industries, with employee turnover sometimes even reaching 60%. Creating the right environment, learning...
by Eglė Račkauskaitė | Dec 8, 2025 | Contact Center AI
Do tickets keep piling up, customers becoming more frustrated, and your team on the verge of exhaustion? Then you should revisit your call center productivity metrics. With as many as 97% of customers likely to tell their friends, family, or coworkers about a great...
by Team Capacity | Jun 12, 2024 | Contact Center AI
AI has the potential to completely transform the way companies offer support. At the forefront of this trend, AI call centers use a combination of practical and generative AI and automation to streamline their support. But agents are still a crucial part of the...
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