by Eglė Račkauskaitė | Jul 21, 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 | 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 Alexa Schmitt Bugler | May 1, 2026 | Customer Experience
CSAT vs NPS vs CES are three CX metrics that contact centers track to measure customer satisfaction, net promoter score, and customer effort score. These metrics reveal how customers feel when they interact with your business and how easily they can reach your team...
by Eglė Račkauskaitė | Mar 11, 2026 | Contact Center AI
Delivering consistently great customer experiences isn’t easy. Every interaction matters, yet ensuring customers leave satisfied after every conversation with your support team is a challenge. As your contact center grows, quality assurance becomes even more critical...
by Eglė Račkauskaitė | Mar 6, 2026 | Customer Experience
When your customer base begins to grow, the next strategic step to ensure a seamless experience is to dedicate a contact center team. Building your own customer service contact center takes a lot of resources. That’s why many companies outsource contact center...
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