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 […]
Mastering Contact Center Experience: A 2026 Guide by Xima
Boost your 2026 contact center experience. Our guide covers AI, key metrics, and strategies to improve customer satisfaction and empower your agents.
How AI-Powered Auto QA Is Transforming Contact Center Quality Management
From evaluating 3% of calls to 100%, without adding headcount. For most contact centers, quality assurance is stuck in a frustrating loop: supervisors manually listen to a small slice of calls, hope they caught the right ones, and try to piece together a picture of agent performance from an incomplete sample. It’s time-consuming, inconsistent, and […]
Cloud Contact Centers & Security: Key Questions for SMBs
Security concerns often surface right before a final purchase decision, especially for small businesses that handle sensitive customer information every day. When evaluating cloud contact center platforms, questions around data protection, regulatory compliance, and overall risk can feel complicated fast. This guide breaks down what cloud contact center security looks like today, how compliance works […]
