When most people hear “Interactive Voice Response”, or IVR, they picture standard automated phone menus: calling a customer service line, listening to a monotone prompt, and pressing “1” for billing. Because of this, voice automation gets a bit of a bad rap. But behind those…
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If you’re a government employee, you’ve probably been using the same software and technical tools for several years. This is typical, due to the lengthy procurement process, combined with a need to source only proven, secure, and reliable software and cloud services. Plus, change is…
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Outsourcing customer service is a common strategic move for public transit agencies looking to improve rider experiences while managing tight budgets. While the core mission of a transit agency is moving people, the specialized nature of modern customer service channels (social media, 24/7 chat support,…
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Court systems and staff are constantly overloaded with cases and paperwork. When defendants don’t show up for their hearings it exacerbates challenges they’re already facing. Comprehensive and timely reminders are essential to efficient court proceedings, according to a recent report. With only 18 states and…
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RCS (Rich Communication Services) business messaging offers significant advantages for organizations of various sizes and multiple departments within. From enhancing customer service interactions (a specialty of ours) and streamlining appointment scheduling to optimizing marketing campaigns and improving internal communication, RCS empowers organizations to deliver more…
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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 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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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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