As AI continues to take over routine customer service tasks, the role of the human agent is being redefined. This leaves live agents to manage the most complex, emotionally charged, and brand-defining moments with customers. A recent Calabrio report revealed that while over 60% of contact centers are experiencing more difficult customer interactions, fewer than one in four believe their agents are fully equipped. Explore 'Agent Upskilling' to understand soft skills call cente

If you’re managing a contact center, you’re leading your team through one of the most significant shifts the customer service industry has ever seen. The combination of advanced AI, heightened customer expectations, and a more complex digital landscape is redefining what it means to deliver exceptional service. This blog explores 7 essential skills and how to prepare your organization for what's to come.

Many contact center QA teams struggle with inconsistencies, misaligned criteria, ineffective feedback mechanisms, and more.

Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty.