Category: Blog

Healthcare leaders aren’t short on options for outsourcing, but they are often short on partners they can actually trust. When patient access, data security, and staff burnout are at an all-time high, the decision to outsource isn’t just about the bottom line—it’s about protecting your reputation and your patients.  With over 900,000 organizations in the U.S. healthcare and social assistance sector, the demand for high-quality […]

Outsourced live chat support can solve the biggest year-end challenges in customer service while unlocking real live chat advantages. Many companies see their chat volumes spike in Q4, which exposes gaps in coverage, slow response times, and stressed teams.  Here at Centris Information Services, we provide bilingual, near-shore live chat and call center support from our […]

Let’s face it: getting customer support can be a headache. Long hold times and frustrating phone menus are quick ways to lose a customer’s loyalty. That’s why the world of voice calls is changing, and it’s being powered by three major forces: Voice-Bots, a much Smarter IVR (Interactive Voice Response), and truly seamless Multilingual Support.  These modern solutions are about more than just technology; they’re about making every […]

When comparing live chat bots vs human agents for bilingual needs, you’ll discover that human agents help you deliver smoother support. AI will provide quick answers to simple questions. Human agents, on the other hand, handle emotion and complex issues with more care.  According to PwC, about 80% of American consumers say friendly service, convenience, and knowledgeable help are important elements of a positive customer experience.  Based on the […]

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 […]