Category: Uncategorized
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5 Strategic Contact Center Trends to Impact Customer Service in 2020
No matter what market your company operates in, there’s an incredibly high chance that it’s saturated with competition. In fact, it’s likely that your customer service is the key aspect of how your organization differentiates itself from competitors. So, with 2020 here and a new decade full of challenges, goals and achievements, how do you…
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ACI Strengthens World-Class Customer Service Offering
Advantage Communications Inc. (ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact. The acquisition will see ACI – which provides a world class customer experience (CX)…
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ACI Expands Global Presence With Acquisition of Mexican Contact Center
Advantage Communications Inc. (ACI), a leading BPO Contact Center located in Canada and the Caribbean, has today announced the acquisition of a top Contact Center in Mexico, First Kontact LLC. The acquisition will expand ACI’s global presence and enhance its Hispanic customer service offering.
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Our Most Popular Contact Center and Customer Service Insights in 2019
A world-class customer experience (CX) is essential for any business, no matter what industry your organization is in.That’s because your customers now expect more from your customer service team than they have ever done before. Today’s customers expect your company to implement customer service strategies that reduce customer effort, personalize their experience, provide self-service options…
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How Outsourced Call Centers Benefit From Service-Profit-Chain Model
The acquisition and retention of highly-qualified workers is crucial for any organization, and outsourced call centers are no different. That’s why the most innovative nearshore call centers are implementing new company culture strategies to attract and retain top talent. Due to a global skills shortage which is affecting almost every single industry, these new strategies…
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How Call Centers Use AI to Enhance, Not Replace Humans
Artificial intelligence (AI) has long been a controversial subject. The phrase often comes with the worry that companies will completely change the way they internally operate, investing in robots over humans. This couldn’t be further from the truth, especially when it comes to outsourced call center AI.
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Customer Service: What is Call Center Outsourcing?
No matter what industry you’re in, customer service is one of the most important functions for the success of your business. A great customer service experience can create a loyal customer for life, while a bad one could drive a customer to your competitor. In fact, companies must do more now to improve their customer…
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What is Customer Satisfaction Score (CSAT) and How is it Measured?
Today’s business world is highly competitive. No matter what industry your business is in, or whether it’s a start-up or enterprise, it’s highly likely that you will be competing with a large number of companies selling similar products or services. The only way to stand out from the crowd is to create a world-class customer…
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How to Ramp-up Your Customer Service for the Retail Holiday Season
Statistics from the National Retail Foundation found that a staggering 20 to 40 percent of yearly sales for small and mid-sized retailers take place within the last two months of the year. Additionally, a study from LiveChat found that on average, retail websites receive 63 percent more visits during the holiday season – and can…
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What is After-Call Work (ACW) in Outsourced Customer Service?
Today’s business world is saturated with competition. That’s why the customer experience (CX) is one of your organization’s biggest assets when it comes to satisfying your customers and creating a loyal customer base. In fact, research from Microsoft found that 54 per cent of all global consumers have higher customer service expectations than they did…