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  • Real-Time Call Center Dashboards: Why They Matter

    by Gabriel De Guzman | Published On August 20, 2025

    If you’ve managed (or worked in) a call center, you’ve probably had days that felt chaotic. Maybe it’s a payment outage or a sudden rush after a promotion. You start the morning thinking you can handle everything. Two hours later, hold times are up and customers are getting irritated.


  • How to Make the Most of Customer Service Analytics in Call Centers

    by Erina Suzuki | Published On November 6, 2023

    In a customer-centric world, relying on intuition alone no longer cuts it; data-driven strategies have become the lifeblood of effective business decisions. Contact centers, which were once dismissed merely as overhead costs, have undergone a transformation. Today, they stand as rich reservoirs of invaluable customer data, capturing every nuance of client interactions.

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