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News and perspectives on customer operations.
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7 Contact Center Trends That Will Define 2027AI will take on more routine contact center work in 2027. The larger change is what that leaves for people: the complex, emotional and high-value conversations.Read article
Support Health Members During Peak DemandMember enrollment is more than a seasonal workload. It’s a trust moment. For the 2026 plan year, CMS recorded 22.97 million ACA Marketplace plan selections.Read article 
Cold weather doesn’t just test furnaces. It tests the service operation behind them.In HomeServe’s 2026 State of the Home Survey, 22% of homeowners said they needed an HVAC repair or replacement in the past 12 months.Read article 
Turn HVAC Calls to Scheduled JobsWhen a furnace fails on a freezing night, the first call can shape your customer relationship.Read article Where does your operation need more support?
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