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How to reduce average handle time in your contact center

Team Lead, Support QA and Development

15 Vital call center KPIs to track

Check out 15 top call center KPIs (Key Performance Indicators) to help you keep your customer support on track and ensure agents stay productive.

Dulce Ramirez

Director, Tier 1 Support and Development

Contact Center Operations

Call center quality assurance: A guide from a CS leader

Check out this guide to call center quality assurance from a CS leader. Learn how to build a framework, metrics to track, and QA best practices to stay on track

Brynn Gaeta

Team Lead, Support QA and Development

Contact Center Operations

Call center quality monitoring: A supervisor's perspective

Quality monitoring in a call center is vital for optimizing customer experience, agent training, and more. Check out a supervisor's best practices for effective QM

Brynn Gaeta

Team Lead, Support QA and Development

Contact Center Operations

Top 10 most common call center challenges in 2025, plus 10 best solutions to overcome them

Our concise guide reveals the top 10 major call center challenges faced worldwide, plus 10 solutions to overcome them easily.

Dialpad

Contact Center Operations, Artificial Intelligence

How AI is changing call centers (and 5 things to do)

AI is changing call centers in many ways for the better. Used right, AI-powered tools can help you support your agents and provide better customer experience

Jen Jackson

VP of Customer Experience

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Contact Center Operations

Contact center technology: Trends + features that make life easier for agents (and supervisors)

Check out the seven main areas of contact center technology and four trends that are starting to shape the contact centers of the future.

Austin Guanzon

Customer Support Manager - Tier 1

Contact Center Operations

What is a contact center, what’s it for, and how does it differ from a call center?

A contact center is a business function which is in direct contact with customers via multiple communication channels, typically powered by a software solution.

Jen Jackson

VP of Customer Experience