Generational differences can influence communication preferences, but individual preferences do not always follow demographic trends. Your organization needs a flexible customer experience that accommodates different communication styles.
Articles about technology trends, best practices, and more.
As we move into 2026, customer experience (CX) continues to evolve and the trends shaping the industry offer big opportunities for call agents. From AI and automation to human-first service and flexible work models, the future of CX is hybrid, empathetic, and fast-moving. Whether you’re new to the industry or a seasoned pro, now is the time to upskill, adapt, and stay ahead.
Learn how agents can thrive as the landscape shifts in 2026.
Make 2026 the year you focus on retention over acquisition. While growing your audience is important, keeping your existing audience loyal is key to the health of your bottom line….
The busy season is fast approaching, which means that your customer service lines are about to light up. Whether you’re a non-profit staring down giving season or a company selling…
For non-profits, giving keeps the lights on. But when you fall into the trap of treating giving as a transaction, you risk burning through goodwill and alienating your generous donors,…
AI can’t solve every retail problem, but it can solve many of them. When unleashed on your company and customer support data, it can offer real-time, personalized, strategic support that…
The holidays are almost here, which means that businesses need to prepare for high call volumes as soon as possible. Why? Because the holidays are associated with increased shopping, giving,…
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