zrg, Author at ZRG

17 Feb

Skills

Empathy Is the New KPI: How Human Connection Wins in Call Centers

Posted by zrg

February 17, 2026

In today’s highly competitive call center industry, empathy is no longer a “soft skill” — it’s a strategic advantage. Customers don’t j...

06 Feb

workforce

Game On: Contact Center Sports Day

Posted by zrg

February 6, 2026

Traditional employee picnics have their place, but today’s contact center teams need something more active and engaging. A Sports Day b...

15 Jan

AI

Agentic AI & Automation with Guardrails

Posted by zrg

January 15, 2026

Agentic AI refers to AI systems capable of taking autonomous actions to achieve specific goals, such as solving customer issues, routin...

05 Jan

Impact

How to Become a Better Contact Center Coach

Posted by zrg

January 5, 2026

Becoming an effective contact center coach requires a blend of communication skills, emotional intelligence, and strategic thinking. A ...

23 Dec

Innovation

Human + Machine: The Winning Formula

Posted by zrg

December 23, 2025

Two key trends are redefining the future of contact centers: Agentic AI with guardrails and intelligent automation. Together, they empo...

15 Dec

AI

Agentic AI Mythbusters

Posted by zrg

December 15, 2025

As agentic AI becomes more common in workplaces and daily life, myths about its capabilities and risks are spreading. Here are four key...

02 Dec

Innovation

The Rise of Remote Call Centers

Posted by zrg

December 2, 2025

The pandemic accelerated the shift to remote call center operations, and many companies have now embraced this change permanently. Clou...

18 Nov

AI

Emotion-Aware Voice Assistants

Posted by zrg

November 18, 2025

Emotion-aware voice assistants represent the next evolution of conversational AI — systems that can detect, interpret, and respond to a...

04 Nov

Sustainability

Going Green in Contact Center Operations

Posted by zrg

November 4, 2025

Sustainability is no longer just a buzzword — it’s a business priority. Contact centers, traditionally known for high energy consumptio...

21 Oct

Insight

Fixing the IVR Experience

Posted by zrg

October 21, 2025

A poorly designed IVR (Interactive Voice Response) system can do more harm than good. Long menus, robotic voices, and endless loops oft...

Posts by zrg

Empathy Is the New KPI: How Human Connection Wins in Call Centers

Game On: Contact Center Sports Day

Agentic AI & Automation with Guardrails

How to Become a Better Contact Center Coach

Human + Machine: The Winning Formula

Agentic AI Mythbusters

The Rise of Remote Call Centers

Emotion-Aware Voice Assistants

Going Green in Contact Center Operations

Fixing the IVR Experience

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