Blog
Guides and insights on AI voice agents, call centers, and calling at scale.
The Future of Work
Future of Call Center Work
How AI Is Changing Call Center Jobs
Where AI is being used in call centers, how it's changing day-to-day work, the concerns it raises, and what helps the transition go well.
Will AI Replace Call Center Agents? A Balanced Look
The case for and against AI replacing call center agents, what history suggests, and the most likely outcomes for people and businesses.
The New Roles Emerging in AI-Assisted Call Centers
The new roles appearing as AI enters call centers, from conversation designers to AI supervisors, and how call center experience leads into them.
Skills Call Center Professionals Will Need in the Next Decade
The human, knowledge, digital and personal skills call center professionals will need as AI changes the work, and how to develop each one.
From Agent to Supervisor: How Call Center Careers Progress
How call center careers progress, from frontline roles to leadership, specialist paths, and roles across the wider business.
What Makes a Great Call Center Supervisor
The qualities and habits that set great call center supervisors apart, from coaching and fairness to supporting remote teams and AI.
Remote and Hybrid Work in Call Centers: What Has Changed
How remote and hybrid work came to call centers, its benefits and challenges for staff and businesses, and how call centers have adapted.
Night Shifts and Working Across Time Zones: Health and Wellbeing
How night work affects health, practical habits for night-shift workers, and what employers can do to support staff working unusual hours.
Burnout in Call Centers: Causes, Signs, and Prevention
What burnout is, why call centers are prone to it, how to recognize the signs, and what individuals and organizations can do to prevent it.
Emotional Labor: The Hidden Effort Behind Every Call
What emotional labor is, why call center work involves so much of it, how it affects people, and how individuals and organizations can manage it.
Why Staff Turnover Is High in Call Centers, and What Reduces It
Why staff turnover is high in call centers, what it really costs, and the practical steps that help good people stay.
Training Call Center Staff Effectively
What effective call center training looks like, from needs analysis and practical methods to ongoing development and measuring results.
Coaching and Feedback That Actually Improve Performance
How to give feedback and coach call center staff in ways that genuinely improve performance, and the mistakes that hold people back.
Monitoring Staff Fairly: Balancing Oversight and Trust
Why call centers monitor staff, the risks of getting it wrong, the legal considerations, and how to monitor in a fair and respectful way.
Working Alongside AI: How Humans and Machines Share the Workload
How call centers divide work between people and AI, how to trust AI the right amount, and what makes the partnership fair and effective.
Agent Assist Tools: How AI Supports People on Live Calls
What agent assist tools do, how they work, their benefits and limitations, and what makes them genuinely helpful to people on calls.
Upskilling and Reskilling: Preparing Teams for Change
What upskilling and reskilling mean, why they matter as call centers change, and how to help teams build the skills they'll need.
Diversity and Inclusion in Call Center Workplaces
What diversity and inclusion mean in call centers, the challenges specific to them, and practical ways to build fair, inclusive workplaces.
Accessibility at Work: Supporting Staff With Different Needs
The needs call center staff may have, the adjustments that help, the legal context, and how to build workplaces where everyone can thrive.
The Call Center of the Future: What the Next Ten Years May Bring
How call centers may change over the next decade, the opportunities and risks ahead, and what's likely to stay the same.