Insights/Resources

Customer Service Week tends to celebrate wins: the strong quarter, the team that hit every target, the agent who turned a frustrated caller into a loyal customer. Those moments deserve the spotlight. But the habits behind them take years to build, through thousands of conversations, including more than a few

December is one of travel’s busiest and most unpredictable months. Holiday bookings climb, weather disruptions force itinerary changes, and travelers need answers at all hours. For airlines, cruise lines, hotels, vacation rentals, and travel agencies, these demands can overwhelm even experienced customer service teams. Brands that manage December without letting

The Philippines has long been a leading destination for delivering customer experience. Today, U.S. leaders evaluating outsourcing to the Philippines ask sharper questions than before. Cost still matters, but quality, security, and operational control now carry equal weight. The country answers those questions with a skilled, English-proficient workforce, the capacity

For seasonal and outdoor retailers, the difference between a smooth spring rush and an overwhelmed customer support team often comes down to one decision: when you secure your support capacity. Brands selling outdoor gear, pools and patio furniture, gardening supplies, and recreational products know that demand rarely arrives at a

Most debates about AI training come down to opinions. Supporters point to speed and scalability, and skeptics question whether a simulated customer can prepare an agent for the pressure, unpredictability, and human emotion of a real call. If you are a contact center leader, what matters most is whether a

A home services program changed one thing in its new-hire training: agents practiced with GuruLab instead of dedicated role-play time across all three weeks of training. In the next production wave, the program’s Special Ops line-of-business conversion rate rose 19.7%. QA scores climbed roughly 9%. For operations leaders evaluating call

The first 90 days can tell you a lot about whether a new contact center agent will become a long-term contributor or an early turnover statistic. This matters because early employee turnover is disproportionately expensive. In fact, for 2024, Work Institute’s retention research found that 40% of overall turnover occurred

Most contact centers have learned to live with a problem that would alarm almost any other business. They lose a large share of their frontline every year, hire the next class, and start again. Over time, the cycle starts to feel normal. It shouldn’t. High turnover isn’t a staffing problem.