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.
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.
10 Best Outsourced Customer Service Providers for 2026
Delivering good customer service has never been more important. Customers now move quickly from brand to brand, and a single poor interaction can cause someone to switch. On the other hand, great service builds trust, loyalty, and referrals. Because of this, many companies are turning to outsourced customer service providers instead of building the needed internal teams.
The 10 Most Important Customer Experience Statistics for 2026 with How To's and Examples
Customer Experience (CX) keeps changing as new technologies, higher expectations, and digital behaviors influence how people want to interact with companies. With so many reports and statistics available, it can be hard to know which numbers truly matter or what actions to take.
Omnichannel Contact Center: What It Is, Features and Best-Practice How-To's
The days of telephone and email-only support are long gone. As technology evolves, businesses are expected to meet customers wherever they are. This is especially true in customer service. Whether someone is on their phone or online, they want answers at a moment's notice. They also expect to pick up a conversation started on one channel and finish it on another. Customers want consistent support on every channel, but many teams can't deliver it because their systems don't work together.
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