Contact center insights, AI trends, and operational playbooks.
Written for contact center leaders, operations teams, healthcare and financial services buyers, BPO leaders, and CX teams researching AI, automation, and omnichannel support. How modern contact centers actually operate.
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- Jun 26 · 2026The Future of Customer Interactions Is Still HumanHow AI is helping organizations create better experiences for customers and the people who serve them.
- Jun 01 · 2026How AI Routing Reduces Average Handle TimeMost average handle time gets spent before the agent solves anything. AI routing attacks that wasted time at the source.
- Aug 19 · 2025Transforming Healthcare Operations with SingleComm CCaaSHow a healthcare organization consolidated fragmented tools into SingleComm CCaaS to reduce costs, improve workflows, and strengthen security.
- Nov 30 · 2023SingleComm’s ChatBOTs and IVR systems are an automation level upHow SingleComm chatbots and IVR automation handle routine inquiries, improve availability, and free agents for more complex work.
- Jul 24 · 2023IVR as the money-saving MVP: Helping a media group bring home good news.How a media group used IVR automation to reduce costs, resolve routine subscriber calls, and protect service quality.
- Jul 17 · 2023Importance of company culture in fostering a positive work environmentWhy company culture matters for customer experience teams, and how a positive work environment supports better service outcomes.
- Jun 29 · 2023The Power of SingleComm's Single Pane of Glass Viewing: Enhancing Agent ProductivityHow a single-pane agent desktop can reduce tool switching, improve visibility, and help contact center teams serve customers faster.
- Jun 05 · 2023How SingleComm’s Omnichannel Services Can Grow Your BusinessHow omnichannel service helps companies meet customers across voice, chat, SMS, email, and social without losing context.
- Apr 18 · 2023How Conversational AI Can Power Up Your Contact CenterHow conversational AI, IVR, and chatbots can reduce repetitive work, improve routing, and help agents focus on higher-value conversations.
- Mar 28 · 2023Must-Have Features For Your At-Home Contact CenterThe core features remote contact center teams need to monitor performance, support agents, and keep service consistent.
- Feb 06 · 2023What to know when starting a contact center and how SingleComm can helpA starter guide to planning a contact center, from customer channels and staffing to technology choices and operational goals.
- Jan 17 · 2023How SingleComm’s Call and Contact Center Software Boosts Agent ProductivityHow unified contact center software helps agents work faster by reducing context switching and giving them the information they need.
- Jan 05 · 2023Call Centers vs Contact Centers: Which is Better for Your Business?A plain-English guide to the differences between call centers and contact centers, and when omnichannel support matters most.
- Dec 13 · 2022Making Magic in the HamptonsA customer story about using SingleComm to support high-touch service during peak demand in the Hamptons.
- Dec 12 · 2022Pain Points Contact Centers Experience When Improving Processes or Adopting New TechnologyCommon obstacles contact centers face when improving processes or adopting new technology, and how to reduce friction for agents and customers.
- Dec 05 · 2022Must-Have Features for Your Healthcare Contact CenterEssential contact center capabilities for healthcare teams, from secure messaging and patient routing to billing and scheduling workflows.
- Nov 22 · 2022The Evolution of Contact CentersA look at how contact centers evolved from basic call routing to cloud-based omnichannel platforms with automation and analytics.
- Jul 01 · 2022WebRTC + Call Center Software: Real-Time Communications for Real World Challenges.How WebRTC helps contact centers support real-time voice and video communications without legacy infrastructure constraints.
- May 20 · 2022Talent, Tech and TAS: How Telephone Answering Services Are Using Call Center Software to Thrive During The Great RecessionHow telephone answering services can use modern contact center software to manage staffing pressure, client needs, and changing demand.
- Jan 13 · 2022The Power of The Bot: Increasing Customer Satisfaction with a Human-AI TeamHow bots and human agents can work together to resolve routine requests quickly while preserving service quality for complex issues.
- Jan 13 · 2022Breaking the Bonds of Supply Chain Stress: Finding fresh solutions to new challenges.How contact centers can use flexible communication tools to respond faster when supply chain disruptions affect customers.
- Sep 29 · 2021A Clouded Issue: Assessing Cloud-Native vs. Cloud-Enabled TechnologyA practical comparison of cloud-native and cloud-enabled contact center technology, and why retrofitted platforms can slow teams down.
- Mar 09 · 2021Looking for the Personal Touch: Corporate Size Really Does MatterWould you like to be a big fish in a little pond or a small fish in a big pond? If quality service, customization and dedication are important to you, be the big fish.