OUR LATEST ARTICLES
How CPU Overload Silently Breaks Agent Productivity in Cloud Contact Centres

How CPU Overload Silently Breaks Agent Productivity in Cloud Contact Centres

What I Learned at Operata This Week ~ By Luke Jamieson

Article by 
Luke Jamieson
How a simple Chrome update silenced Amazon Connect

How a simple Chrome update silenced Amazon Connect

“Nothing is permanent except change” ~ Heraclitus

Article by 
Luke Jamieson
Published in 
News
The Success of Hybrid Agents Hinges on Technology

The Success of Hybrid Agents Hinges on Technology

Hybrid work or flexible work is likely here to stay, but many contact centers still struggle to support remote agents effectively. From unstable home networks to inconsistent tools, technology plays a critical role in whether agents succeed or fail. This article explores why CX observability is essential to delivering consistent, high-quality service in hybrid contact centers.

Article by 
Luke Jamieson
Published in 
Agent Experience
The Forrester Wave for CCaaS Platforms 2025: AI Power, Platform Playbooks, and a Market That’s Leveling Up Fast

The Forrester Wave for CCaaS Platforms 2025: AI Power, Platform Playbooks, and a Market That’s Leveling Up Fast

Operata’s dive into Forrester’s 2025 CCaaS Wave unpacks how AI-powered orchestration, composable platform playbooks, and global compliance are reshaping customer service spotlighting leaders like Genesys, challengers like Zoom and Content Guru, and why end-to-end observability is the ultimate competitive edge for modern hybrid contact centers.

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News
The 10 x 10 Rule: A New Lens on Agent Burnout in Contact Centers

The 10 x 10 Rule: A New Lens on Agent Burnout in Contact Centers

Discover how the 10 x 10 rule reveals early signs of contact center agent burnout through behavioral trends. Learn how CX observability tools like Operata help reduce burnout and boost performance.

Article by 
Luke Jamieson
Published in 
Agent Experience
The Rise of CX Observability in Service Monitoring

The Rise of CX Observability in Service Monitoring

CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.

Article by 
Operata
Published in 
CX
Who’s Building the Future and Who’s Borrowing It? Insights from Enterprise Connect 2025

Who’s Building the Future and Who’s Borrowing It? Insights from Enterprise Connect 2025

AI in CCaaS is finally a reality, not just hype. Now, it's about who bolts it on and who builds it because, despite all the "seamless" claims, real usability still matters.

Article by 
Luke Jamieson
Published in 
News
Problems Sabotaging Your Contact Center (that you didn't know about)

Problems Sabotaging Your Contact Center (that you didn't know about)

We analyzed 148,000 calls where an agent lodged an IT service ticket, and our research uncovered a startling fact: more than half were caused by audio problems alone. We explore why CX Observability is needed in any cloud-based contact center.

Article by 
Luke Jamieson
Published in