Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

The program cuts new agent onboarding time by 30% and doubles first-contact resolution readiness, arriving as global contact centers face a projected AI rehiring wave LONDON, April 27, 2026 (GLOBE ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Customer care agent training is especially critical these ...

“When you call the call center today, your expectation is that the person that’s going to answer the phone on the other side will have knowledge around everything,” says Shahar Chen, CEO and cofounder ...