Policy, market shifts, partnerships, and trends shaping CX and contact centers.
Lumen stopped writing new voice contracts on August 1, 2026, with no published migration deadline. Here’s what contact center leaders need to know about contract exposure, realistic migration timelines, and how to plan the transition on your own terms.
If you’ve been putting off thinking about your offshore call center strategy, now’s the time to pay attention. The Keep Call Centers in America Act got reintroduced last summer with
Recently, Microsoft announced it was laying off 9,000 employees, including teams in sales, marketing, and gaming. The headline may sound familiar, but this wasn’t just a budget cut. It was
Economists are sounding the alarm again. Recent developments — including a new wave of tariffs on goods from China and other nations — have sharply increased the likelihood of a
Let’s face it – procuring new contact center solutions is a total drag. Sifting through endless vendor options, crafting lengthy RFPs, and coordinating demos can zap the energy of even
Have you ever been dazzled by the plethora of cutting-edge, transformative, and disruptive solutions up for grabs? It’s truly a tech utopia out there! Yet, perplexingly, numerous contact centers are
