by Jason Drougas | Jul 25, 2025 | AI, Contact Center, Technology News
The contact center industry is in a retention crisis. Agent burnout has reached record levels in 2025, with some centers seeing annual turnover rates exceeding 50%. High stress, limited growth paths, and outdated technology are driving experienced agents out the...
by Jason Drougas | Jul 11, 2025 | AI, Technology News
As a technology advisor who partners closely with business leaders evaluating and implementing AI, Contact Center, and VoIP solutions, I’ve observed a rapid and transformative shift in the communication landscape. AI-powered voice tools have evolved from...
by Jason Drougas | Jun 13, 2025 | Uncategorized
Switching your contact center platform is a transformative decision that holds immense potential—but only if executed correctly. Many organizations underestimate the complexity of such transitions, leading to downtime, diminished customer satisfaction, and reduced...
by Jason Drougas | Mar 12, 2025 | Technology News
Mitel Networks Corp., a prominent provider of unified communication solutions, recently filed for Chapter 11 bankruptcy in Texas. The company aims to restructure by eliminating approximately $1.15 billion in debt. While this news raises questions for the many...
by Jason Drougas | Feb 7, 2025 | Technology News
Penetration testing, often referred to as pen testing, is a crucial practice in cybersecurity. It involves simulating cyberattacks on a computer system, network, or web application to identify vulnerabilities that could be exploited by malicious actors. Here are some...
