Why Customers Abandon Calls: 5 Root Causes & Fixes
Frustrated by hang-ups? Learn why customers abandon calls and get 5 fixes for long waits, bad IVRs & more. Start your call abandonment reduction now.
Why Contact Center Decisions Stall, and How to Unstick Them
You know your current contact center platform isn’t working the way it should. Your team knows it. You’ve probably had the vendor conversations, sat through a demo or two, and made a mental note to push this forward. And then Q2 arrived and somehow the decision is still sitting exactly where it was. You’re not […]
The ROI of Modernizing Your Contact Center in Challenging Times
When budgets are tight, every investment gets scrutinized. And modernizing your contact center? That’s the kind of project that gets pushed to “maybe next year” pretty quickly. It feels like a big spend. Implementation sounds disruptive. And the return on investment seems fuzzy compared to something like adding salespeople or launching a marketing campaign. But […]
Are you actually using AI, or just paying for it?
85% of contact center leaders say their organization is prepared to implement AI. When researchers dug a little deeper and asked whether they felt fully prepared to execute at scale, that number dropped to 34%. That’s not a small gap. That’s more than half of every leader who thinks they’re ready, who isn’t. And the […]
7 Ways to Boost First Call Resolution in 2026 with Xima
Boost First Call Resolution (FCR) with 7 proven ways for 2026. Learn how Xima’s software helps you track metrics, train agents, and improve satisfaction.
2 Real-World Examples of Contact Centers Who Switched (and Why They’re Glad They Did)
Two organizations switched contact center systems after years of hesitation. See why Suburban Propane and Privia Medical Group are glad they finally made the move.
Integrating Your Contact Center with CRM & Teams: What Small Businesses Should Know
For small and midsize businesses, customer conversations happen everywhere. Calls, emails, chats, texts, and internal messages often live in separate systems. When those systems do not talk to each other, agents waste time switching tools, searching for context, and manually updating records. That friction slows response times and creates gaps in the customer experience. Call […]
How to Drive Measurable ROI Without Disrupting Your Contact Center
No matter what challenge a contact center leader brings to the table, high agent turnover, frustrated customers, rising costs, it almost always traces back to one thing: revenue. That was the central insight from our most recent Xima Software webinar, led by Jon Florence, who has spent over 20 years in the contact center space. […]
The Hidden Costs of Delay: Why Now Is the Time to Modernize Your Contact Center
When you’re thinking about modernizing your contact center, sticking with what you have can feel like the safest, most budget-friendly choice. After all, if your current system is working, why rock the boat? But here’s the truth: doing nothing is also a decision, and it’s often the most expensive one you can make. In an […]
Mastering Real-Time Call Center Monitoring: A Manager’s Guide
From looking in the rearview mirror to seeing the road ahead. As a contact center manager, your goal is to lead a team that’s both efficient and effective. For years, this meant relying on historical reports—analyzing performance by looking at what happened yesterday or last week. But in today’s fast-paced environment, that’s like driving while […]
