Major telecom carriers are accelerating the shutdown of analog copper networks, making the shift to SIP (Session Initiation Protocol) trunking go from an optional upgrade to an essential modern strategy for your organization. The FCC’s Network and Services Modernization Order sped up the copper retirement…
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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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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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The dawn of the 21st century has witnessed a technological revolution that has reshaped human interaction. One of the most remarkable predictions of the past (pictured here), the notion of “the telephone will be carried about by the individual, perhaps as we carry a watch…
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You’re realizing a quarter of your customer service queries have been a different language from your customer service representatives (CSRs). Resolution times are increasing as they try to overcome language barriers. As a result, simple queries are often escalated or cannot be handled at all…
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It has become common place to acknowledge four specific generations of today’s consumers and workers, who all come with their own distinct sets of values, expectations, and preferences when it comes to customer experience (CX): The Younger Gen (Millennials and Gen Z) and the Elder…
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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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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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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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