For large enterprises, contact centers are more than just a support channel — they are an integral part of a company’s reputation, service culture, and competitiveness. That’s why contact center scaling is no longer just about hiring more agents during peak periods.
In 2025, businesses can no longer afford to leave customer service on autopilot. Consumer expectations are rising, communication channels are multiplying, and the competition for customer loyalty is more intense than ever. That’s why contact center development is not just…
When should a hotline be called? Was your card “swallow” by an ATM? Did the courier bring you an ice-cold pizza, or were you put into the wrong hotel room? In any event, you want the problem fixed right away, without having to wait a long time or be moved…
General research on customer experience and operational efficiency conducted by consulting firms and organizations specializing in customer service (such as Forrester, Gartner, and Deloitte) consistently highlights the importance of having complete and up-to-date customer…
VoIP (Voice over Internet Protocol) is a technology for transmitting voice data over the internet protocol, which has gradually replaced analog telephone lines and become the standard in corporate communication. Unlike traditional telephony, VoIP for business communication…
Outsourcing customer service is a strategic decision that can significantly impact a company’s financial performance, customer satisfaction levels, and overall competitiveness. However, to achieve the expected results, it is crucial to choose a reliable contact center…
In today’s digital environment, cybersecurity is critically important for any business, especially for contact centers that handle confidential customer information. Data breaches, unauthorized access, and fraud can lead to significant financial and reputational…
What is the “mystery shopper” service? It is a method of evaluating service quality, where a specially trained employee, posing as an ordinary customer, interacts with salespeople or contact center operators, recording all the details of the communication. In…
Customers don’t like to wait. They want answers here and now. When someone visits your website, they are either interested in your offer or already have a question. But what happens if they have to search for contact details, dial a number, and wait on hold? Exactly…
We present to you a comprehensive global study on contact center agent sentiment. This all-encompassing report on the contact center market provides valuable insights into what agents working in outsourcing companies truly experience. It highlights their challenges…
