Celebrating 40 Years: Tech in 1984

What do you think of when you picture 1984? Parachute pants and giant shoulder pads were the clothing items to have. Cabbage Patch Dolls, Rainbow Bright, and GI Joe were the ‘it’ toys. Ghostbusters, Indiana Jones, and The Karate Kid ruled our movie screens. What…
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Use Real-Time Analytics To Improve Customer Interactions

In today’s data-driven world, businesses are increasingly turning to real-time analytics to enhance customer interactions. Before diving in, it’s good to identify specific customer-centric goals and desired outcomes you aim to achieve. What are your customer pain points? How can AI help you address them?…
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Embrace AI To Enhance CX

Artificial Intelligence is evolving at a rapid rate and popping up in every aspect of human life. While certain aspects of AI are still being perfected, like generative AI and its tendency to add and subtract fingers at will, there are AI applications that have…
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Your Route To Transit CX Success

Providing exceptional customer experiences (CX) in the fast-paced world of public transportation requires its own unique blend of human expertise and technological support. Customer service representatives in the transit space need to have a strong understanding of the system they support, as well as a…
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3.14 Reasons To Outsource Your Contact Center

It’s a complex decision whether or not to outsource your contact center. While there are many things to consider, there are several key benefits that make outsourcing an attractive option for businesses of all sizes. 1. Cost Savings Budgets are top of mind in any…
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Language Should Never Be A Barrier To Customer Service

While English is the most widely used language in the United States, according to the U.S. Census Bureau, some of the most widely spoken languages other than English are Spanish, Chinese, Tagalog, Vietnamese, and Arabic. More specifically, over 41 million Americans speak Spanish or Spanish…
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The Importance of Cybersecurity and How It’s Done

Cybersecurity is an ongoing challenge, as cybercriminals are constantly developing new ways to attack our systems. However, by taking steps to protect ourselves, we can help keep our data, our finances, and our critical infrastructure safe. This has been a priority for every company, but…
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What Endpoint Is Right For Contact Center Professionals?

In the contact center world, there are thousands of options when it comes to endpoints. What’s an “endpoint?” It’s just a fancy term for the device that’s providing your audio path – desk phones, earbuds, headsets, and their wired/cordless versions. New technology is coming out…
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The DiRAD Way In Action

It might seem overly simple to say DiRAD values values over dollars, but it’s true. We call this “The DiRAD Way”. We’ve seen large outsourced contact centers that churn out more than 100 agents per month. In fairness, there’s a lot that can happen for…
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