Author: Admin

AI call center bilingual agents are invaluable as they can work alongside LLMs to reduce the average call handle time with real-time assistance at every step. Similarly, first-call resolution is likely to be well-supported by AI in contact center operations, as they can look up the nuances of a customer’s call in real time and find ways the […]

Contact center quality assurance for remote work needs a straightforward way to determine which ruleset to use and whether someone has performed their job correctly. As such, you must prioritize developing a balanced scoring method for work units that defines how your internal systems should operate.  Using this, your team can automate to ensure you have both coverage and speed […]

Nearshore call centers speed up warranty processing by working in similar time zones with bilingual teams. These centers understand what U.S. customers expect and can remove common delays often seen with offshore call centers. Companies that outsource warranty support to nearshore centers see faster resolutions and happier customers.  Ipsos’ new global survey found that 70% of customers […]

The future of call center solutions lies in a powerful partnership between humans and AI technology. AI call center solutions are changing how businesses deliver customer support by speeding up responses and improving service quality while keeping the human touch. Companies like Centris use AI to empower their human agents, ensuring higher customer satisfaction.  According […]

Scale customer support without losing quality? You can… by building a support engine that preserves empathy, consistency, and tone even as volume climbs. The secret lies in scalable customer experience frameworks, smart measurement, and team models (like nearshore CX) that let agents grow with your brand.  Is growth your biggest risk? When your team doubles […]

AI coaching for call center agents delivers faster feedback, consistent quality assurance, and stronger compliance support. This approach allows agents to grow their skills while ensuring every customer interaction is handled with confidence and care. Call center leaders face constant pressure: meet compliance requirements, keep service levels high, and support agents who often feel stuck between […]

AI call center solutions are reshaping customer service by combining automation with human expertise. They streamline repetitive tasks, deliver real-time insights, and empower agents to focus on meaningful conversations that build trust. The challenge isn’t whether AI can run a call center alone, but how humans and AI working together can deliver faster resolutions, better compliance, […]

Despite rising CX costs, outsourcing is holding strong — Deloitte’s 2024 Global Outsourcing Survey shows that 80% of executives plan to maintain or increase their investment in third-party outsourcing. Even with some companies insourcing select roles, nearshore partners continue to be a key strategy for reducing customer service expenses. Businesses are choosing nearshore options to […]

Are you swamped with calls during the peak season? Your team is doing their best, but the voicemails keep piling up.  Customers wait. Tickets overflow. Morale drops. Whether it’s a holiday shopping rush, open enrollment, or a new product launch, high-volume call spikes can cripple even the most organized teams. But it doesn’t have to.  […]

Your phone lines are ringing. Your agents are slammed. But one out of every five calls ends in frustration; not because your team isn’t trying, but because your Spanish-speaking customers can’t get clear answers. The result? Long hold times, poor reviews, and missed revenue. If you’ve tried patching this with a handful of bilingual hires, […]