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Trends and technology in the contact center.

Your QA Scorecard Is Probably Measuring Yesterday’s Customer Experience

Contact center QA scorecards are designed to define what a good customer interaction looks like. But how often does that definition change? Customer expectations, products, regulations, channels, and business priorities evolve constantly, while many organizations continue scoring agents against criteria created years ago. Conversation intelligence gives contact centers an opportunity to continually ask a more important question: are we still measuring the behaviors that actually produce good outcomes today?

September 29, 2026 • 7 min read

Insights

Your Highest-Performing Agents Are Sitting on Intellectual Property

Every contact center has agents who seem to know exactly what to say. They explain difficult concepts clearly, navigate objections naturally, calm frustrated customers, and find solutions that others miss. Traditionally, much of that expertise has stayed inside individual agents' heads. Conversation intelligence gives organizations an opportunity to identify what their best people actually do differently, capture it, and turn individual expertise into institutional knowledge.

7 min read • Sep 28, 2026

Insights

Stop Coaching the Average Agent

Traditional contact center coaching is often built around averages: average QA scores, common mistakes, team-wide trends, and standardized training. But agents aren't average. AI and 100% conversation analysis make it possible to understand how each individual actually performs, creating coaching that is more precise, more relevant, and ultimately more human.

6 min read • Sep 21, 2026

Insights

Your Contact Center Doesn't Need More Data. It Needs Better Answers.

Contact centers have no shortage of data. They have dashboards for service levels, handle time, quality, customer satisfaction, agent performance, and nearly everything in between. But more visibility doesn't automatically create more understanding. The best dashboards aren't designed around the data that's available. They're designed around the questions leaders need answered.

6 min read • Sep 16, 2026

Insights

The Best BPO Technology Pays for Itself Three Times

BPOs often evaluate technology ROI through a narrow lens: how much will it save? But the right technology can create value in three different ways. It can improve operational efficiency, improve the performance of the operation itself, and create commercial value through stronger client relationships and more differentiated services. For BPO leaders, the real ROI calculation may be much bigger than the cost savings.

8 min read • Sep 15, 2026

Insights

Buying Technology Shouldn't Be Hard

Buying enterprise technology has become an exhausting process for everyone involved. Buyers navigate endless discovery calls, demos, security reviews, pricing conversations, pilots, and implementation plans. Sellers spend months shepherding opportunities through increasingly complicated processes. It doesn't have to be this way. Technology providers have more power than they think to make buying easier, faster, and less risky.

8 min read • Sep 14, 2026

Insights

The Best AI Agent Knows When to Give Up

The race to build increasingly autonomous AI agents has focused heavily on what they can do without human intervention. But autonomy isn't just the ability to keep going. A truly capable AI agent also needs to recognize uncertainty, risk, emotion, and complexity, and know when the smartest action is to stop.

7 min read • Sep 10, 2026

Insights

Stop Sending Agents to the Knowledge Base

For years, contact centers have treated knowledge management as a separate system: policies in one place, scripts somewhere else, rebuttals in a spreadsheet, QA in another platform, and sometimes a binder or printed document sitting on someone's desk. AI creates an opportunity to rethink that entire model. Instead of building more technology around a fragmented knowledge base, organizations can bring knowledge, guidance, QA, coaching, and conversation intelligence together into one operational source of truth.

7 min read • Sep 09, 2026

Insights

The AI Budget Is Growing. So Should the Business Case.

AI is consuming a rapidly growing share of customer service budgets, and that changes the conversation for contact center leaders. The question is no longer whether AI has potential. It's whether organizations can demonstrate that their investments are producing better customer experiences, stronger agent performance, improved compliance, and measurable business value.

7 min read • Sep 08, 2026

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