Category: Uncategorized

  • How Conversation Analytics Software Transforms Your Customer Service

    Did you know that, according to Microsoft, 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?

  • Customer Experience Strategies: What is Rich Messaging?

    The time that US users spend on their mobile phones is continuing to grow. According to TechCrunch, Americans spend about five hours per day on their cell phones. 92 percent of this time spent on apps like social media, messaging and entertainment – with just 8 percent spent on a web browser.

    ,

  • A Complete Contact Center’s Guide to Average Handle Time (AHT)

    Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics. 

  • How Much Does it Cost to Outsource a Call Center?

    Smart companies always do whatever they can to both eliminate costs in their customer service program, and improve quality at the same time. Yet doing this in-house isn’t easy. That’s why many organizations turn to the help of world-class outsourced call center partners.  But how much does outsourcing your customer service program actually cost?

  • How Does Live Call Coaching Improve Customer Service Conversations?

    All companies want to implement a customer service strategy that improves the customer perception of their brand, delivers seamless customer experiences and drives brand loyalty. 

  • ACI Expands Senior Management Team

    For Immediate Release: [Charlottetown, Prince Edward Island, Canada – February 17, 2021] – Advantage Communications Inc., (www.advantagecall.com) – a Global BPO / Contact Center leveraging innovation and analytics to deliver superior customer experiences for top brands – has appointed Clive Woodrow as Chief Operations Officer.

  • How Operational Intelligence Drives Contact Center Agent Performance

    Today’s most successful outsourced contact centers are using innovative technologies and state-of-the-art tools to deliver world-class customer experiences (CX) within their client’s customer service programs.

  • How Customer Perception Can Make You a Leader of Pack

    The digital world has changed everything when it comes to the customer experience. Constant connectivity, the ability to research any question and improved access to a huge amount of information are all aspects that have fundamentally changed how consumers perceive brands.

  • The Top 4 Benefits of AI-powered Customer Service?

    The be-all and end-all of your organization is customer service. Whether your business is customer facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability. Finding ways to improve your customer service strategy, however, can be difficult. Many organizations don’t have the resources,…

  • 3 Key Questions for an Effective Outsourced Contact Center RFP

    Are you looking to ramp up your customer service with the help of an outsourced contact center? If so, your business is going to need to create a formal request for proposal (RFP).