Tag: Contact Center

  • What Is Call Center Voice Analytics and How Does it Help My Business?

    Call center voice analytics, also called speech analytics, reviews voice recordings and live conversations to provide quality assurance, compliance support – giving call centers and contact centers unique customer service insights that lead to a competitive advantage.

  • How Customer Experience Analytics Enhance Customer Service

    Customer experience is your customers’ overall perceptions and feelings about your business and brand based on interactions they have had with you. Unlike customer service, which is related to a specific touchpoint, the overall customer experience is derived from every interaction your customer has ever had with your company.

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  • Speech Analytics Call Center: Your Complete Guide

    Successful call centers rely on their ability to analyze customer conversations and build a customer service program that is specifically targeted towards meeting their customer requirements. One technology that helps them do that is speech analytics.

  • Customer Service vs Customer Experience: What’s The Difference?

    We talk a lot about customer service and customer experience in our line of work. But what you may not know is that customer service and customer experience are not the same thing, even though they’re often used interchangeably. 

  • How to Transform Your Contact Center for Customer Service Excellence

    Long wait times. Being passed around to different agents and departments. Having to repeat a query or issue over and over again. Not getting help until frustration builds. And, in the worst situations, not finding a resolution to their problem at all.

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  • The Top 5 Banking Contact Center Trends in 2022

    The customer experience (CX) in recent years has become the defining differentiator in the banking industry, ensuring financial organizations are able to build customer loyalty, reduce customer service costs, improve employee happiness and drive up revenue. 

  • Delivering Customer Service in a Crisis Situation

    Emergencies happen. Sometimes they are technological failures, like your website going down, an app crashing or a hacker attack. Other times a natural disaster disrupts supply chains or damages your equipment. 

  • Are You Looking to Build a Contact Center RFP? Here’s a Tool Kit!

    If you’re ready to outsource your customer service program to a contact center vendor, then you’ll know that an RFP is the most effective way to find the right partnership. The problem is RFPs can become complex. If you don’t provide potential vendors with the right information and ask the right questions, then you’re not…

  • COVID-19 Protocol UPDATE: How Our Jamaica Team is Operating Safely

    In Jamaica, Advantage Communications Inc. (ACI), employs around 2,000 people in three locations in over 50,000 square feet of high-tech workspace.  During the pandemic, our number one priority has been to ensure the safety of our team and the seamless operations of our contact centers for our clients.

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  • 4 Steps to a Successful Outsourced Contact Center Launch

    Are you looking to outsource your customer service program to a strategic partner?  If you’ve outsourced any of your business functions before, then you’ll know just how important a seamless plan is to the success of that partnership.