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'Upskilling' Call Center Training: The Smartest Investment You Can Make in 2026
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
6 min read


Customer Service Skills for 2026: The Critical Capabilities Every Call Center Manager Must Build Today
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.
7 min read


2025 Call Center Training Guide + Assessment
Effective call center training programs are the backbone of great customer experiences. In today’s world of heightened customer expectations
16 min read


How to Measure the ROI for QA + Coaching in Call Centers
In today's climate of stringent cost control, accurately measuring the ROI of your Quality Assurance and Coaching investments is crucial.
5 min read
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