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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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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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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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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Customer service can be a thankless job. It has such a high turnover rate for a reason. People generally contact your contact center on their worst days, not their best, and your customer service representatives (CSRs) must keep their cool through it all. If and…
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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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Creating exceptional customer experiences starts at the top. Make curating those experiences part of your company culture. Customer service should be a priority throughout your organization. This means that everyone in your company, from the CEO to the front-line employees, should be committed to providing…
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If you’re not already utilizing a chatbot in your customer experience program, you’re missing out on some incredible benefits. It’s not always possible for customer service representatives to be available 24/7 – but chatbots can! Regardless of time zone or operating hours, you can improve…
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Utility companies are essential service providers that deliver warmth and security to our homes and businesses. However, they can be complex and difficult to navigate. This is where quality contact center technology comes in. The tech, plus your agents or a full outsourced contact center,…
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If implemented correctly, a hybrid work schedule can improve employee satisfaction, productivity, and work-life balance. This is why more companies than ever before are offering remote and hybrid positions. A hybrid work schedule can give employees the flexibility they need to balance their work and…
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