Blog and Insights

Operator notes on how contact centers actually work.

Practitioner-led analysis from the team that runs 4,000-seat programs, built the QEval platform, and ships Voice AI in 30 to 90 days. No vendor abstractions. No thought-leadership filler.

2.5B
Interactions analyzed
22 yr
Of operator experience
Weekly
New analysis published
The Agent Role Has Changed. Has Your Hiring Process? Blog

The Agent Role Has Changed. Has Your Hiring Process?

AI handles the easy contacts. What's left is harder. See why contact center hiring must screen for problem-solving & emotional resilience.

Michael Almazan Jun 18, 2026 · 5 min read
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The Foundation Beneath: Why the Basics Can Never Become Optional Blog

The Foundation Beneath: Why the Basics Can Never Become Optional

Integrity, discipline, and consistency are not entry-level habits. They are what separates leaders who last from those who drift.

Matt Rocco Jun 10, 2026 · 4 min read
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Using AI to Get More Out of Your Service Operations and Customer Journeys Artificial Intelligence

Using AI to Get More Out of Your Service Operations and Customer Journeys

Stop making decisions on 2–5% of your data. See how AI improves contact center QA, agent coaching & compliance across every interaction.

Patrick Reynolds Jun 4, 2026 · 6 min read
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7 must-know tips to lower Customer Effort Score (CES) in your contact center Blog

7 must-know tips to lower Customer Effort Score (CES) in your contact center

High CES drives churn. Learn 7 operational tactics to reduce customer effort, improve FCR, and lower repeat contacts in your contact center.

Shawndra Tobias May 26, 2026 · 6 min read
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Why Data Security in Contact Centers Is a Revenue and Compliance Problem — Not Just an IT Problem Blog

Why Data Security in Contact Centers Is a Revenue and Compliance Problem — Not Just an IT Problem

PCI, HIPAA & SOC 2 compliance require more than IT controls. Learn why 100% interaction coverage is the real compliance foundation.

Ronnie Mize May 22, 2026 · 6 min read
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Breaking the 90-Day Curse: Engagement Strategies That Transform New Hires into Veterans Blog

Breaking the 90-Day Curse: Engagement Strategies That Transform New Hires into Veterans

Reduce new hire attrition in 90 days. Learn engagement strategies for belonging, purpose, progress visibility, and career development.

Kaylene Eckels Apr 29, 2026 · 9 min read
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Timely Delivery of Complicated Projects: Frameworks Every Operations Leader Needs Blog

Timely Delivery of Complicated Projects: Frameworks Every Operations Leader Needs

Deliver complicated projects on time. Learn frameworks for dependencies, accountability, resources, and stakeholder communication.

Gurudatt Medtia Apr 24, 2026 · 6 min read
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Contact Center Outsourcing 101: How to Reduce Costs and Improve CX Blog

Contact Center Outsourcing 101: How to Reduce Costs and Improve CX

Jim Iyoob, President of ETS Labs, explains how to reduce contact center costs through BPO outsourcing while actually improving customer experience — practical guidance from 22+ years of operations.

Jim Iyoob Apr 16, 2026 · 9 min read
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How AI-Powered Quality Assurance Scales Beyond Traditional Call Sampling Artificial Intelligence

How AI-Powered Quality Assurance Scales Beyond Traditional Call Sampling

AI-powered QA scales beyond sampling. Learn how 100% coverage improves compliance, coaching efficiency, and contact center performance metrics.

Manu Dwievedi Apr 9, 2026 · 7 min read
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