Let’s face it – a good or bad customer experience over the phone can really make or break your day. Have you ever called your bank or another company only to find yourself trapped in a never-ending loop of menu options? Now imagine if on…
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If you’ve started a business recently, you know that it requires lots of your attention. You have to be resilient, focused, and have a strong mental attitude. Without those things, you’ll be less equipped to handle challenging times. Speaking of challenging times… we’re all living…
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Signs of falling customer satisfaction show in different ways. Sometimes it’s poor reviews, customer complaints, or a sudden, high volume of calls. When a sign like higher than normal customer calls occurs, it’s time to act. But, how do you handle it? What’s the best…
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How is Covid-19 affecting you? We’ve been asked that question from vendors, family, and friends. Businesses all around us are suffering as the economy has effectively shut down, due to Covid-19. DiRAD hasn’t been spared from the economic effects. However, telecommunications are essential. It’s a…
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Has it been 10 or more years since your contact center designed? Are you hearing from your customers and employees that others are doing customer service and support better than you? Then now is the perfect time to take a look at what new systems…
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Call center benchmarking is key to managing an efficient call center operation. Not only will the metrics help you save money on your bottom line, but it will also ensure your team is performing optimally, and help you to stay compliant with best practices, and…
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What’s the difference between Contact Centers and Call Centers? If you find your business is in the market to revamp how it interacts with customers, knowing the differences (and similarities) between the two types can be important. A simplistic view of how they are different…
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Call centers have made some large changes over the past decade. They have evolved from a necessary cost-center with entry-level staff, to an important driver of brand differentiation, revenue generation, and customer satisfaction. If you haven’t upgraded your call center experience, you are falling behind…
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