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How to Calculate Manpower Requirements for BPO Operations: Formula and Examples
Learn proven formulas to calculate BPO manpower needs. Includes step-by-step examples, shrinkage factors, and practical tools for workforce planning.
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Net Promoter Score (NPS): What It Is, How to Calculate It, & How to Use It
Learn what Net Promoter Score is, how to calculate NPS, industry benchmarks, common mistakes, and how to use NPS effectively in CX.
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FCR Breakthrough: 10 Non-Traditional Tactics Contact Centers Miss
10 non-traditional FCR tactics that contact centers use to achieve 80%+ first contact resolution rates and prevent 67% of customer churn
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Why Customer Journeys Break: The Invisible CX Gap Behind Repetition
Customers don’t leave because of slow support they leave because they feel unseen. Learn how to fix CX gaps, and deliver seamless journey continuity.
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Customer Effort Score (CES) 2.0: Why CES Matters More Than CSAT in 2025
Discover why Customer Effort Score predicts loyalty 40% better than CSAT. Learn CES calculation, benchmarks, and best practices for 2025.
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Blended Call Center Software: Combining Inbound and Outbound Strategies in 2026
Discover how blended call center software combines inbound and outbound strategies. Learn AI features, benefits, and implementation tips for 2025 success
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Enhancing Customer Data Management for Contact Centers in 2025
How AI-driven analytics, CRM integration, and real-time dashboards transform contact center data management for better customer experiences in 2025
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How Contextual Intelligence Transforms CX from Fast to Truly Personalized
Stop making customers repeat themselves. Use contextual intelligence to deliver personal, and seamless CX across channels with this 3-step approach.
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How ClearTouch Became Its Own Customer and Reinvented the Meaning of Real CX
ClearTouch became its own customer and uncovered powerful insights about empathy, availability, and real CX. Here’s how it built a 24/7 model with zero churn
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Every Customer Interaction Tells a Story: It’s Time to Listen, Not Just Measure
Learn why listening to every customer interaction matters more than any call center metric, because true CX is built on understanding, not measuring
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Top Workforce Management Strategies to Engage Remote Teams
Learn how remote WFM builds connection, trust, and engagement in remote contact centers helping teams perform and feel their best.
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Why Knowledge Bases Fail and How to Make Yours Work
Understand why most contact center knowledge bases fail and how to drive real adoption by embedding knowledge into daily workflows.