As Call Center Solutions continues to expand and adapt in a rapidly evolving customer service landscape, strategic operational leadership is key. We sat down with Amanda Szubert, Chief Operating Officer at CCS, to reflect on the company’s operational successes in 2025 and to discuss priorities for 2026. From technology and process innovation to workforce optimization and enhancing client value, Amanda shared insights on how Call Center Solutions plans to stay ahead and deliver scalable, high-quality solutions.
A: In 2025, we expanded our operational capacity by opening new sites, growing our teams, and streamlining our workflows to better support rising client demand. We observed measurable improvements in key efficiency metrics, including average handle time, first-call resolution rates, and overall client satisfaction. We also strengthened our internal processes to support scalability and enhance compliance. Perhaps most importantly, we celebrated meaningful organizational growth while maintaining the high level of service quality our clients expect from us.
A: Our people remain our greatest asset, which is why we invested in their development in 2025. We expanded training programs and leadership development tracks, empowering our team members to build long-term careers with CCS. We introduced new initiatives focused on agent well-being and retention, including enhanced Employee Appreciation efforts. We also created clearer career pathways beyond frontline roles and worked to foster a culture rooted in collaboration, innovation, and shared success.
A: Technology played a major role in our client outcomes last year. We deployed AI-driven workforce management tools that improved our forecasting accuracy and staffing decisions. We enhanced our omnichannel support platforms to create smoother experiences across voice, chat, email, and social channels. On the security side, we made important upgrades to strengthen compliance and protect client data. We also launched automation initiatives that reduced wait times and elevated the overall customer experience.
A: Ensuring resilience was a priority for us. We strengthened our risk management strategies, including data security measures and disaster recovery planning. We adopted more flexible staffing models to respond quickly to fluctuations in demand. We also strengthened our relationships with vendors and partners to ensure continuity and stability. Throughout the year, we remained proactive by monitoring industry trends and adjusting our approach to stay agile.
A: 2025 underscored the value of strong business continuity planning and cross-functional teamwork. We saw firsthand just how resilient and resourceful our frontline teams truly are. We refined our communication protocols to keep employees, clients, and partners aligned during uncertain moments. Above all, we were reminded of the importance of empathy-driven leadership in guiding teams through challenges.
A: In 2026, we’re focused on scaling our cloud-based infrastructure to increase flexibility and performance. We plan to continue expanding omnichannel integration across voice, chat, social, and email to deliver consistent customer experiences. We’re also enhancing agent training with AI-driven simulations to better prepare our teams for complex interactions. Strengthening our compliance and cybersecurity frameworks remains a top priority as well.
A: We expect hyper-personalization to play a much larger role in customer interactions as clients look for more customized experiences. Cybersecurity and fraud prevention will continue to rise in importance, which is why we’re investing proactively in protections and monitoring. We also anticipate greater blending between customer support, sales, and marketing roles. To support this shift, we’re building strategies and teams that can guide customers effectively across their entire journey.
A: We’re excited to expand our services beyond traditional call center functions by growing our back-office support, technical assistance, and sales enablement offerings. We’re also prioritizing more customizable solutions designed to match the unique needs of each client. Our commitment to real-time reporting and analytics provides clients with greater visibility, and our scalable infrastructure ensures we can grow in tandem with their businesses.
A: We’re expanding our contingency plans across facilities, technology, and workforce operations to ensure we’re well-prepared for any disruption. We’re enhancing cross-training programs to maintain coverage and continuity across departments. Increasing infrastructure redundancy remains a core focus, especially through cloud-based systems and distributed support capabilities. We’re also formalizing leadership training that emphasizes crisis response and effective decision-making. Additionally, we’re strengthening partnerships with local communities and vendors to support coordinated recovery efforts, all while prioritizing communication frameworks that ensure clarity for our employees and clients.
A: My advice is to choose a partner that can truly scale with your business and uphold strong compliance standards, qualities we pride ourselves on at CCS. We’ve built a model that balances cost-effectiveness with exceptional service quality. Transparency, trust, and long-term collaboration guide everything we do, and we’re committed to being a partner you can rely on as your needs evolve.
At CCS, we’re ready to help businesses enhance customer interactions, streamline operations, and adapt to the industry’s fast-changing demands. If you’re looking for a partner that blends operational excellence with flexible, technology-driven solutions, we’re here to support your goals.
Contact Us at [email protected] or visit our site to learn how we can become the strategic partner your business needs in 2026 and beyond.
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