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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


Digital-First Customer Service: A Guide for Call Center Leaders
For call center executives and managers, the message is clear: evolve your service strategy to meet digital-first expectations or risk losing customer loyalty. This article provides practical guidance on striking a balance between high-tech solutions and the human touch. We'll also explore how customer service teams can coach customers in adopting digital tools, the top 10 considerations when transforming service for digital-first customers, and how the roles of agents and le
21 min read


Empathy in Customer Service: Why It Matters More Than Ever
Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty.Â
6 min read


Companies with the Worst + Best Customer Service in 2024: Lessons Learned
This blog compares a few high-profile examples of those who faltered in delivering great customer service with those who succeeded.
5 min read
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