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Notes from the
contact center floor.

Practical reads on training, QA and coaching for contact center leaders. Written by the people building Reddy.

Call Center Simulation Software: The 2026 Buyer's Guide

How to evaluate call center simulation software in 2026. What's changed with AI-agent-built platforms, what to look for, and the trade-offs that matter.

Tom LewisChief Customer Officer

Latest articles

Oct 29, 2026

What a New Agent Should Have to Prove Before Their First Live Call

Agent readiness isn't weeks in training or a supervisor's sign-off. It's a standard a new agent proves before the first live call. Here's the bar, and where they prove it.

By Adam Levin

Oct 21, 2026

Automated Coaching: What Changes When Feedback Becomes a Discussion

When coaching runs automatically after every call, the coach stops handing down verdicts and the agent starts self-assessing. Here's what actually changes.

By Adam Levin

Oct 7, 2026

What Makes a Call Simulation Realistic? (It's the Systems, Not the Voice)

A realistic call simulation isn't just about how human the AI sounds. It's whether agents practice inside a working replica of their real systems.

By Adam Levin

Oct 1, 2026

Real-Time Agent Assist: What It Should Take Off Your Agents' Plate

Live calls ask agents to hold a conversation and run every system at once. Here's what real-time agent assist should take off their plate.

By Adam Levin

Sep 23, 2026

How to Reduce Call Center Agent Ramp Time

Agent ramp time isn't lost in the classroom, it's lost in the gap before the first live call. Here's where it goes at each stage, and how to fix each one.

By Adam Levin

Sep 16, 2026

QA vs Simulation Training: Scoring a Call Isn't Coaching It

QA scoring tells you which calls failed and why. It doesn't change what an agent does on the next call. Here's where scoring ends and practice begins.

By Adam Levin

Sep 9, 2026

Root Cause Analysis in the Call Center: Finding the Cause Isn't Fixing It

How to run root cause analysis in a call center: a six-step process, a worked 5 Whys example, and how to turn causes into fixes you can verify.

By Adam Levin

Sep 2, 2026

How to Reduce Average Handle Time (AHT) in a Call Center: The 2026 Guide

What average handle time really measures, how to calculate it, and how to reduce AHT by fixing the thing that actually inflates it: agent uncertainty.

By Adam Levin

Aug 26, 2026

Auto QA: What Scoring 100% of Calls Actually Changes

What auto QA is, how automatic scoring of 100% of calls works, and what changes for QA analysts, supervisors, and agents when sampling ends.

By Adam Levin

Aug 19, 2026

Why Call Center Coaching Fails: Your Customers Are the Practice

Call center coaching fails in the gap between the session and the next call. Agents hear what to change, then attempt it live. The fix is a place to rehearse.

By Adam Levin

Aug 6, 2026

The 10 Best Call Center QA Software Platforms for 2026

The 10 best call center QA software platforms for 2026, ranked. Sampling 2% of calls is a quality lottery. Scoring 100% and fixing what you find is the new bar.

By Tom Lewis

Aug 13, 2026

Call Center Quality Assurance Checklist: What to Evaluate on Every Call

A call center quality assurance checklist with every category to evaluate, an agent-side version, and how to apply it consistently on every call.

By Adam Levin

Jul 30, 2026

Conversational Analytics for Contact Centers: What It Is and What to Do With It

What conversational analytics is, how it differs from speech analytics, and how contact centers turn conversation data into action.

By Adam Levin

Jul 23, 2026

The Contact Center Performance Flywheel: Why QA, Coaching, and Training Belong in One Loop

Why performance improvement stalls in contact centers: QA, coaching, and training run as disconnected teams. The performance flywheel closes the loop on one scorecard.

By Adam Levin

Jul 14, 2026

How to Coach Call Center Agents: Why Good Techniques Stall and What Fixes Them

How to coach call center agents when the standard techniques keep stalling: make coaching systematic, so QA findings become practice automatically.

By Adam Levin

Jul 8, 2026

The 10 Best Call Center Simulation Software Platforms for 2026

Compare the 10 best call center simulation platforms for 2026: who each one fits, how fast it deploys, and whether agents practice in your real systems.

By Tom Lewis

Jan 28, 2026

Why Your Call Center Training Isn't Sticking (Hint: It's Not TikTok)

Everyone blames shrinking attention spans. But the real culprit has been hiding in plain sight since the 1800s. Here’s what cognitive science tells us about making learning last.

By Adam Levin

Jan 14, 2026

What a Harvard Physics Class Reveals About the Future of Agent Development

A Harvard experiment replaced lectures with AI tutors and students learned faster. The implications for contact center development are profound.

By Adam Levin

Dec 30, 2025

Why Your AI Strategy Needs L&D at the Table

Organizations are racing to adopt AI. But without Learning & Development leaders guiding the transformation, they risk fragmented adoption and cultural resistance.

By Tom Lewis

Dec 16, 2025

5 Reasons Your Knowledge Base Isn't Ready for AI

You’ve invested in a knowledge base. Your agents still can’t find answers fast enough. Here are five structural problems standing between your KB and effective AI integration.

By Tom Lewis

Dec 2, 2025

Why 'Hard-to-Train' Skills Drive the Biggest Retention Gains

McKinsey research shows that investing in advanced skills like emotional intelligence reduces attrition more than any compliance program. Here’s the science behind it.

By Adam Levin

Need all-star agents?
Get them Reddy.

Watch a demo How a pilot works

Notes from thecontact center floor.

Call Center Simulation Software: The 2026 Buyer's Guide

Latest articles

What a New Agent Should Have to Prove Before Their First Live Call

Automated Coaching: What Changes When Feedback Becomes a Discussion

What Makes a Call Simulation Realistic? (It's the Systems, Not the Voice)

Real-Time Agent Assist: What It Should Take Off Your Agents' Plate

How to Reduce Call Center Agent Ramp Time

QA vs Simulation Training: Scoring a Call Isn't Coaching It

Root Cause Analysis in the Call Center: Finding the Cause Isn't Fixing It

How to Reduce Average Handle Time (AHT) in a Call Center: The 2026 Guide

Auto QA: What Scoring 100% of Calls Actually Changes

Why Call Center Coaching Fails: Your Customers Are the Practice

The 10 Best Call Center QA Software Platforms for 2026

Call Center Quality Assurance Checklist: What to Evaluate on Every Call

Conversational Analytics for Contact Centers: What It Is and What to Do With It

The Contact Center Performance Flywheel: Why QA, Coaching, and Training Belong in One Loop

How to Coach Call Center Agents: Why Good Techniques Stall and What Fixes Them

The 10 Best Call Center Simulation Software Platforms for 2026

Why Your Call Center Training Isn't Sticking (Hint: It's Not TikTok)

What a Harvard Physics Class Reveals About the Future of Agent Development

Why Your AI Strategy Needs L&D at the Table

5 Reasons Your Knowledge Base Isn't Ready for AI

Why 'Hard-to-Train' Skills Drive the Biggest Retention Gains

Need all-star agents?Get them Reddy.

Notes from the
contact center floor.

Need all-star agents?
Get them Reddy.