Increase
customer satisfaction by offering personalized call treatment.-
How to Master Contact Center Co-Pilot Implementation without Agent Pushback
by Nicole Robinson | Published On February 18, 2026
AI co-pilots for contact centers are earning a lot of attention these days, and for good reason.
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Sentiment Analysis: What It Is, Why It Matters, and Real-World Use Cases
by Anastasia Micic | Published On January 27, 2026
Traditional metrics don't always reflect how customers actually feel. Sentiment analysis uses NLP to uncover the emotions behind every interaction, helping contact centers improve experiences, not just outcomes.
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Budgeting for a Modern Contact Center: Key Costs and Why They Matter
by Gabriel De Guzman | Published On January 21, 2026
This guide will break down the true cost drivers, highlight where smart contact center cost optimization pays off, and give teams a structure that aligns with customer needs.
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The Top AI Automations Every Contact Center Should Implement in 2026
by Gabriel De Guzman | Published On January 14, 2026
This guide introduces the top contact center AI solutions, from agent assist to AI self-service and conversational analytics, primed to support customer-focused teams in 2026.
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Why Microsoft Ecosystems Are the Future of Enterprise Contact Centers
by Nicole Robinson | Published On January 7, 2026
If you’ve ever sat in a room watching live contact center dashboards during a spike, you know the difference between operational calm and total chaos. The clock starts ticking the second a customer can’t get through, and loyalty evaporates faster than most companies are willing to admit.
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7 Ways Investing in Contact Center AI Can Benefit Your Organization
by Shaundalee Carvalho | Published On December 19, 2025
There’s been a lot of buzz around artificial intelligence (AI) in recent years. Many organizations are already investing in it or considering investing in it in the future. Naturally, they want to know what kind of financial returns they can expect and how they will achieve them.
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Powering Better Customer Experiences with AI-Powered Utilities Contact Centers
by Anastasia Micic | Published On December 17, 2025
Spend just one week in a utilities contact center, and you’ll understand the pressure. Calls spike without warning. A transformer blows, or a storm rolls through, and suddenly the lines are packed with worried customers. Everyone wants answers right now, and agents scramble to keep up, flipping between tabs and tools that were outdated ten years ago.
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....
Spend just one week in a utilities contact center, and you’ll understand the pressure. Calls spike without warning. A transformer blows, or a storm rolls through, and suddenly the lines are packed with worried customers. Everyone wants answers right now,...
If you’ve ever sat down to review a call with an agent and found yourself thinking, “Where do I even start?”, you’re not alone. Many managers and supervisors have been there.
