A travel mishap reveals how simple tech like AirTags outperforms fragmented customer service systems—and what contact centers can learn from it.

2024 brought major shifts in contact center tech—but many businesses missed the mark. This recap explores what went wrong and how poor implementation led to bad customer service.

2025 is the year to fix what went wrong in 2024. Learn how to improve customer service with better knowledge management, tech integration, and workforce upskilling.

Customers now turn to YouTube and Google before calling support. Learn how smart brands are adapting their customer service strategy to meet users where they search first.

A personal story about navigating mansplaining becomes a leadership lesson in communication, culture, and empowering frontline teams in contact centers.

Redesigning the customer journey to improve empathy and strategic alignment in healthcare.

Optimizing customer touchpoints and cost efficiency for a growing pet retail chain.

Improving call center performance and service levels for a national meal delivery brand.

Optimizing BPO contracts to balance service quality and cost in healthcare.

Boosting Medicare sales performance through strategic call center optimization.

Scaling a tech-driven services firm through strategic operations and team growth.

Resolving service gaps with tailored nearshore BPO solutions for insurance customer support.

Unifying global support architecture to improve service and reduce operational costs.

Improving email support with first-touch resolution and agile CX transformation.

Shifting B2B service quality from compliance to customer experience focus.

Accelerating agile transformation to deliver mission-critical IT platforms.

Integrating CRM and cloud contact center platforms for multi-channel optimization.

Supporting cloud platform implementation with expert guidance and workforce optimization.

Upgrading to a cloud contact center platform with better functionality and lower cost.

Launching a centralized call center to streamline operations and improve patient focus.