Contact Center Workforce Management Fully Examined Plus Best Practices and How-To's
Contact center Workforce Management (WFM) is an integral part of managing the people and resources of a customer service contact center.
Contact Center Trends in 2026 Plus Planning Strategies for Success
Contact centers aren't there to simply handle as much volume as possible. At least not anymore. Today's call center impacts customer experience, data collection, and the level of trust customers place in a brand. Rising expectations are pushing these changes faster than most operating models can adapt. It's no surprise that legacy call center structures, such as phone and email-only support, can't keep up with modern demands.
12 Challenges in IT for 2026 and What Teams Can Do to Overcome Them
Technology affects nearly every part of a business now, and when something goes wrong, the impact is immediate and can be drastic. At the same time, IT leaders are being asked to move faster, control costs, manage risk, and support new tools like AI, often all at at the same time.
Giva’s List of 24 Top Call Center Statistics for 2026
With call centers playing such a critical role in many industries, call center managers rely on data to run effective operations. They track call volumes, performance metrics, customer satisfaction scores, and many other Key Performance Indicators (KPIs). With so many numbers to monitor, it isn't always clear which metrics matter most.
Call Center Scheduling: Key Components and How to Optimize
Managing a call center is a difficult task. One of the most difficult components is scheduling the optimal number of employees at different times during the business day. You have to consider your employees' preferences and schedules, as well as your customers' expectations.
Customer Service Industry Trends: Staying Ahead in 2026 Plus Implementation How-To's
Today, customer service continues to change through steady improvements that make service easier, faster, and more consistent for both customers and support teams. Customers now expect quick answers, fewer handoffs, and service that feels connected across channels, while service teams are under pressure to handle more requests, solve more complex problems, and work with limited resources.
Call Center Compliance: Risks, Key Laws and Regulations, and Best Practices
Customers expect more than fast, helpful service. They also expect businesses to protect their personal information. Call center compliance is harder today than it was before. New rules, higher expectations, and closer oversight have raised the bar.
12 Top Call Center Outsourcing Companies for 2026
Call center outsourcing continues to be an important strategy for companies that want dependable phone support without building and managing their own in-house team. Outsourcing gives organizations a way to stay responsive and control costs at the same time.
Top 12 IT Help Desk Outsourcing Providers for 2026 Plus Outsourcing Benefits, Trends and Cautions
IT help desks keep organizations running by handling the everyday issues that affect people's ability to work, with password problems, device issues, software errors, system access, and others. As technology environments grow more complex, many companies are choosing to outsource this function to partners who specialize in IT support and can provide reliable service.
Is Outlook HIPAA Compliant? How to Keep Email Communication Secure
Many organizations have questions about software and HIPAA compliance, especially when it comes to everyday tools like Microsoft Outlook. Is Outlook HIPAA compliant? It's an important question for any business that works with Protected Health Information (PHI).
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