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.
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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.
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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.
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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.
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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.
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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.
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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.
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...
Banks, credit unions, and insurers have the same goal: deliver fast help that customers can trust.
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....
