Increase
customer satisfaction by offering personalized call treatment.-
What's Next for Microsoft Teams Contact Centers: Predicting Microsoft's 2026 Roadmap
by Gabriel De Guzman | Published On December 9, 2025
Microsoft Teams is proving to be so much more than a collaboration hub for today’s companies. It’s turning into the place where voice, context, and AI live together, helping customer service agents move faster and supervisors act on data.
-
Why Your Contact Center is Losing Customers (and How to Fix It)
by Gabriel De Guzman | Published On November 25, 2025
Customers don’t always warn you when they’re unhappy. They can just stop calling, cancel a subscription, or choose an alternative option. The signs show up in more abandoned calls, fewer repeat orders, and lower satisfaction scores.
-
From EX to CX: How Happy Employees Create Happier Customers
by Nicole Robinson | Published On November 12, 2025
In a contact center, when your staff members struggle, your customers feel the impact. Small issues, like a slow system for accessing customer data, confusing policies, or a manager that never offers feedback spill straight into the calls and chats teams have with customers.
-
Slice of ice Recap: Enhancing Your Contact Center with Chat and Bots
by Gabriel De Guzman | Published On November 7, 2025
Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.
-
Smarter Support, Happier Patients: How AI in Healthcare Services Is Reinventing the Healthcare Call Center
by Nicole Robinson | Published On November 5, 2025
Learn how AI-powered contact centers in the healthcare industry can enhance patient experiences.
-
Why Contact Center AI Could Fail – And What to Do About It
by Anastasia Micic | Published On October 28, 2025
AI promises to transform contact centers with smarter routing, faster responses, and better customer experiences - but success isn't guaranteed. This article explores why so many AI projects fail and how leaders can fix the issues before they derail results.
-
Rethinking the Banking Contact Center with AI in Financial Services
by Nicole Robinson | Published On October 15, 2025
Banks, credit unions, and insurers have the same goal: deliver fast help that customers can trust.
This guide explores why AI governance matters, how it protects trust and compliance, and the steps organizations can take to build responsible AI programs that balance innovation with safety.
In a contact center, when your staff members struggle, your customers feel the impact. Small issues, like a slow system for accessing customer data, confusing policies, or a manager that never offers feedback spill straight into the calls and chats...
When customers call your utilities company, they need information fast. The last thing they want when they’re dealing with a power outage or similar issue is a maze of menu options. That’s why it’s so important to use the right...
