Trends and technology in the contact center.
Discover how AI-powered QA is transforming contact centers by making it possible to review 100% of calls—turning compliance, coaching, and customer insight into a single, game-changing advantage.
Discover how smarter call center quality assurance can boost sales, build trust, and keep you compliant in the fast-moving world of deregulated energy.
Hospitality brands are losing hundreds of millions over simple phone call mistakes — discover how real-time AI agent assist can stop violations as they happen and turn compliance into your next competitive advantage.
Texas’s updated Primary Health Care Program Quality Management policy requires clinics to strengthen QA/QI systems, and for contact centers this means proving timely access, language support, continuity of care, and privacy safeguards within every patient interaction.
Five years after COVID-19, contact centers are more digital, distributed, and AI-driven, but they face greater complexity and higher expectations, making success dependent on blending human expertise with modern workforce tools and outcome-focused strategies.
The 2015 bill focused mainly on offshoring, while the 2025 version expands to include AI transparency, stricter penalties, and stronger consumer protections.
A new bipartisan bill, the Keep Call Centers in America Act, could radically reshape the future of U.S. contact centers with sweeping rules on AI, agent disclosures, and offshoring penalties.
BPO providers consistently advise keeping brand-defining interactions, strategy and CX design, regulated processes, core knowledge roles, and cost-driven “problem outsourcing” in-house—because these functions are too critical, sensitive, or strategic to hand off safely.
Happy agents deliver better customer experiences, and evidence from the Making Call Center Jobs Better report shows that autonomy, effective training, and coaching-focused monitoring are the keys to helping them thrive.
Get the latest insights on AI-powered contact center solutions.
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