by Alexa Schmitt Bugler | May 1, 2026 | Artificial Intelligence
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 | Artificial Intelligence
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 | Artificial Intelligence
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...
by Eglė Račkauskaitė | Jan 26, 2026 | Artificial Intelligence
Running a call center is a difficult task, especially when it has one of the highest employee turnover rates, reaching as high as 60% per year. Now add rising customer expectations—something 57% of customer care leaders anticipate—and the pressure on support teams...
by Eglė Račkauskaitė | Jan 16, 2026 | Artificial Intelligence
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...
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