Learn what Average Handle Time (AHT) means, how to calculate it, and why it matters for call center efficiency and customer satisfaction.

Master customer de-escalation with strategies that boost satisfaction, reduce churn, and protect your brand. Learn triggers, techniques, and tools for handling conflict with empathy and professionalism.

An omnichannel contact center manages interactions with customer across many channels on one platform through cloud based software.

Check out what workforce management is, how it applies to call centers, and the features your workforce management software needs.

Explore top customer service automation examples that enhance efficiency, improve response times, and boost customer satisfaction.

Discover the advantages of a consolidated call center. Learn what it is, how it works, its benefits, and strategies for implementation.

Explore top customer service automation examples that enhance efficiency, improve response times, and boost customer satisfaction.

Stay ahead in the customer service industry with our 2025 outlook for call centers. Discover key trends shaping the future of BPO and customer experience.

Speech analytics can benefit call centers by turning audio from calls into actionable data, allowing for improved efficiencies and user experience.

While vetting outsourcing partners, be sure to ask about their experience with call center staffing for peak seasons and how they ensure excellent holiday season customer service.