Author: Admin

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, […]

When the power goes out, customers don’t wait patiently. They flood the phones, desperate for answers and updates. They want to know when the lights will come back on, if their families are safe, and what to expect next. For most utility teams, keeping up with this surge feels impossible. The reality is, even the […]

A sudden outage not only causes you to lose potential customers, but it can also drastically increase your need for utility customer service during outages. You can try to mitigate the potential for such an incident, but sometimes it is beyond your control. Incident manager PagerDuty reports that 88% of executives expect another large-scale outage this year, similar […]

VOIP-provider Carolina Digital Phone recently reported that as many as 70% of customers become very upset when they hear the phrase, “I need to transfer your call”. These transfers cause customers to feel unheard, as though a subset of their phone call has been wasted due to repeated information sharing. To prevent this, what is […]

Seventy percent of customers are more loyal to businesses that offer support in their native language, according to Retail TouchPoints. Not better products, not lower prices. Just the simple ability to communicate comfortably and be understood. If you’re leading a company that offers essential services, you already know how important customer retention is. Losing a customer […]

Poor customer support services can cost businesses a significant amount of money. In fact, Customer Think reports that $3.7 trillion is lost globally because of poor service. That’s money slipping through the cracks, day after day. When you’re managing a high-volume contact center, those losses add up fast. It’s the overhead costs of onshore call centers, the […]

Web development company Colorlib recently did the research, and the most frustrating part of being on the phone with customer service is being put on hold. Such a common plight is unavoidable for most businesses but can still be hugely frustrating due to the wasted time it leads to when you have others waiting on you. So, can […]