The Debate Over In-House vs. Outsourced Customer Service

3 in 4 Americans say customer experience is the primary factor when choosing between brands. It’s not just about what they’re buying. It’s about how they’re treated and how their questions are answered. 93% of customers will return to brands that gave them a positive experience. They’ll also tell an average of nine people about it, providing […]

Next-Gen Customer Support: How Is AI Changing the Call Center Industry

Artificial intelligence is a very new technology, yet about 35% of businesses are already incorporating it in some way. AI is advancing incredibly quickly, presenting all kinds of new possibilities and opportunities. Businesses can use it to improve various processes and operations, helping them operate effectively while saving on expenses. Outsourcing is a normal business practice, and […]

Crisis Management and Business Continuity Planning: Why They’re Crucial for Business Resilience

A small business loses anywhere between $20,000 and $40,000 per hour of downtime. Luckily, business continuity planning and crisis management solutions can help reduce the risk of this loss. Here, we’ll discuss: The basics of business continuity planning What crisis management entails Why these plans are important Best practices for implementation Read on to take the first step toward […]

How Centris Utilizes AI in Backend Operations for Efficiency

Artificial Intelligence is taking today’s world by storm, and it seems like everyone is talking about it. Despite how new the technology is, 77% of companies are either planning on using it or already do. It can offer a range of benefits that allow companies to improve business operations. This can help with productivity, ultimately leading to […]

Why Using Outsourcing From Mexico Can Save You Money and Time

Imagine how easily you can improve your company’s performance once you drastically reduce your operational costs. You can then invest the money you save in other areas of your business, such as your infrastructure or marketing. This will help you avoid becoming one of the 20% of small businesses that fail within their first year. While there […]

Tips for Creating Effective SLAs

You can’t manage what you can’t measure, which is why service level agreements (SLAs) are so vital inoutsourcing relationships. Creating SLAs that help the bottom line requires focusing on business outcomes, adapting SLAs as business needs change, and making them as specific and quantitative as possible.

The Olympics: What can we Learn in our Contact Center?

The 2012 Olympics held in London are viewed by billions of people worldwide. It is estimated that over 15 million calls will be handled by volunteers in the venues. The games are exciting and promote worldwide sportsmanship and fair play. It’s about the athletes and their accomplishments. So what can we learn from the Games? […]