Call Center Times

Contact Center Performance Metrics: The Complete Guide to Analytics and KPIs By Patrick Reynolds, Senior Vice President of Business Development and Client Solutions, Etech Global Services Most contact centers track KPIs but few use them as a strategic lever.

Submitted by Ulysses Learning Closing the Gap Between Training and Real Performance in Contact Centers Submitted by Ulysses Learning If we're spending more on training than ever before, why aren't we seeing better results? I'll admit, that might sound like a strange question coming from me. After all, I lead a learning and development company. My team and I spend every day helping organizations build leaders, improve performance, and create better employee experiences.

Articles, News, Announcements - click Main News Page Why today’s global employees need more than supervision, and what modern leaders must do differently By Walter Sabrin, Chief Talent Officer, Solvo Global and Vensure Employer Solutions For years, leadership in the BPO and call center industry was built around control. Leaders managed schedules, monitored adherence, measured handle time, reviewed quality scores, and tried to keep turnover from getting out of hand.

Articles, News, Announcements - click Main News Page CAN I HELP YOU? The Most Important Question You Can Ask By John Tschohl We all need help on occasion. Unfortunately, too many of us hesitate to ask for it—or to offer it. It doesn’t have to be that way, nor should it. Don’t wait for a customer or a coworker to ask you for help. Instead, approach them and ask this question: Can I help you?

How Regal Reduced AI Agent Latency by 26% By Alice Heyeh On a phone call, a caller notices even a half-second pause before a Voice AI agent responds and that pause is one of the clearest signals they're not talking to a human. This blog breaks down how Regal reduced end-to-end AI agent response latency by 26% by fixing how prompt caching works across calls.

Articles, News, Announcements - click Main News Page Press Release: CallRail Opens Voice Assist to Every Business, Now With Contextual AI Texting Voice Assist is now available with or without CallRail’s call tracking platform, and adds AI-powered texting and shared conversation history so businesses respond faster and smarter across every customer interaction ATLANTA (July 28, 2026) – CallRail, the AI-powered lead engagement platform, announced a major expansion of Voice Assist, making the...

Articles, News, Announcements - click Main News Page By Robert Bradshaw, Founder and President of WiserOwl The number usually arrives locked in and from somewhere above the contact center: a staffing reduction target calculated to lower operating costs and free up capital for elsewhere in the business. It lands on your desk as a plan already in motion. Reduce staffing. You're not asked if it's a good idea. You're tasked to execute it.

Regal Rise: The Future of Better Customer Experience Join CX, contact center, and revenue leaders at Regal Rise, Regal's annual customer conference, on September 17 in New York and via livestream. Hear how companies like Mutual of Omaha Mortgage, LIXIL, TaskUs, and Emergence Capital are rethinking customer conversations to drive faster growth, improve service, and deliver better customer experiences.

By Jeremy Hyde President, WFH Alliance When we gathered in St. Paul this June for the WFH Alliance Leadership Summit, one thing became clear very quickly: contact center leaders are facing no shortage of change. AI continues to reshape our work. Employee expectations continue to evolve. Leaders have their hands full trying to balance operational performance, employee experience, and customer expectations.

Articles, News, Announcements - click Main News Page Liveops Testimonial: LiveNexus by Liveops AI Simulations Accelerate Agent Readiness and Lifts Sales Conversions by 57% AI-powered certification simulations within the LiveNexus orchestration platform improved agent readiness, early customer engagement and schedule reliability for a leading insurance provider SAN FRANCISCO – Liveops, a leader in customer experience outsourcing solutions, released results from LiveNexus, the company's AI and...