A new bipartisan bill, called the "Keep Call Centers in America Act of 2025," introduced by Sen. Gallego and Sen. Jim Justice ...

Contact center SaaS includes VoIP calling with third-party integrations, analytics and reporting tools, and call management and automation tools to streamline workflows.

For contact centers, the gig economy model that’s changing the game is GigCX. As agents demand flexibility and businesses require flexibility to meet unpredictable customer demand, GigCX seems ...

Contact center operators, therefore, need to look not just at labor costs in a particular market but also the availability of people capable of doing the job. Students at local colleges and ...

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

According to a new study by Replicant and Demand Metric, 95% of contact center leaders have either already adopted, are implementing, or plan to use automation within the next year. This figure ...