Trends and technology in the contact center.
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.
MosaicVoice is thrilled to join the Mitel Unified Communications Accelerator, working closely with Mitel to integrate real-time AI objection intelligence into their communications ecosystem and elevate customer engagement worldwide.
MosaicVoice has launched real-time objection intelligence, an AI-powered system that detects and manages customer objections during live calls. This feature helps BPOs ensure agents respond consistently and effectively, while providing leaders with actionable insights to improve scripts, training, and conversion rates.
Building a great call center starts with hiring the right team. Learn what to look for when hiring new agents and how to avoid common pitfalls.
Most of us have heard of or at least seen the symbols referred to as yin and yang, a/k/a yinyang or yin-yang. According to Wikipedia, yin-yang is a concept that originated in Chinese philosophy, describing an opposite but interconnected, self-perpetuating cycle. Wikipedia goes on to say that yin and yang can be thought of as complementary forces that interact to form a dynamic system in which the whole is greater than the assembled parts.
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