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Thought leadership on CX, BPO, support, collections & sales.

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Feature Article

The 3 Habits That Improve NPS, FCR and Overall Queue Health

Nov 25, 2025 · 4 min read

In every contact center, performance is driven by habits more than dashboards. Metrics like NPS, FCR and queue health improve when teams execute the right behaviors…

Feature Article

Customer Service Excellence: 9 Daily Habits That Compound Results

Nov 06, 2025 · 5 min read

Excellence in customer service isn’t a script; it’s a cadence—a consistent set of behaviors that align people, process, and platforms. When leaders install the right daily…

Customer Service

How to Scale CX Without Sacrificing Quality

Oct 10, 2025 6 min read

Practical frameworks to expand support operations while maintaining CSAT, QA, and compliance across channels.