Category: Uncategorized

  • Call Center, BPO & Contact Center – An Overview with Definitions

    Advantage Communications, with over 25 years of experience, provides world-class customer experiences through state-of-the-art contact center solutions and innovative customer service strategies. In this blog, we will provide you with an overview of these three key terms, highlighting their roles in customer service and business operations.

  • Outsourced Contact Center Vs On-Premise Solutions: Pros and Cons

    The choice between an outsourced contact center and on-premise customer service solutions can be a difficult one for businesses. Both options have their own benefits and drawbacks, making it important for you to carefully consider your needs.

  • The Future of Customer Service: A Look at Technology

    The customer service industry is undergoing a profound transformation, driven by rapid technological innovation. The advent of artificial intelligence, chatbots, cloud computing, and other cutting-edge technologies are changing the way that businesses interact with their customers, and it’s having a big impact on the way that customer service is delivered.

  • How to Work With Your Call Center Agents for Optimal Performance

    Customer service representatives are the front-line workers of any business. They interact with customers, address their inquiries, handle their complaints and play a crucial role in a company’s overall customer experience. 

  • How Enterprise Contact Center Solutions Lead to CX Success

    Enterprise contact center solutions use software and expertise to provide businesses with a comprehensive solution to better manage their customer service operations and achieve customer experience (CX) success.

  • What Can We Expect From Contact Center Automation Trends in 2023

    2023 is expected to bring a lot of exciting advances in contact center automation. As contact center artificial intelligence (AI) and its accompanying technology, machine learning (ML), become more powerful, contact centers will be able to use them to automate more of their processes.

  • 12 Customer Service Challenges and How to Address Them

    Customer service is an integral part of any business and keeping customers happy is essential for success. Professional customer service staff are able to ensure customer satisfaction and loyalty.  However, not all customer service challenges can be solved easily. Here are 12 common customer service challenges and how your business can address them, enhancing the…

  • The Definition of Customer Experience Management

    Customer experience management (CEM or CXM) is the practice of understanding customer interactions across all channels, then leveraging this knowledge to create a holistic, personalized customer experience.

  • What is Contact Center AI?

    Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support.  This can be used to create a self-service system where customers can find answers to their questions without needing to speak to a customer service representative, dramatically improving the customer experience and improving efficiencies…

  • 7 Signs You Need to Outsource to a Customer Service Specialist

    You’ve worked hard growing your business and customer service so that you can provide your clients with an excellent customer experience. But as your business grows, you’re probably finding it harder and harder to keep up with the number of tickets.