Key Strategies for Retaining Business and Preventing Defections By Peter Lyle DeHaan, PhD Businesses focus on sales and marketing efforts to grow their operations and … Read more
American Communications Center Inc. By Laura LaLuzerne ACC Communications Center Inc. (ACC) offers customized virtual receptionist solutions for all types of businesses, both large and … Read more
By Lance Brandon AI-powered answering services are quickly becoming the frontline for modern businesses. Instead of missed calls, clunky phone trees, or expensive live coverage, … Read more
By Nicole Limpert Call Center Stress Syndrome (CCSS) is a form of burnout that is highly prevalent among call center agents, mainly due to the … Read more
By Donna Fluss The conversational artificial intelligence (CAI) self-service and agent augmentation sector is experiencing brisk growth due to the convergence of rapidly improving technology … Read more
By Nicole Limpert Call centers have traditionally used printed scripts in binders as a way to standardize and guide agent-caller interactions. Paper-based systems are prone … Read more
By Rob Auld and David Byck In the call center industry, efficiency is everything, but not at the expense of the customer experience (CX). Readymode, … Read more
By Donna Fluss Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in … Read more
Consider the Pros and Cons By Peter Lyle DeHaan, PhD Call centers were once centralized operations that functioned at a singular facility. Yet, thanks to … Read more
By Donna Fluss All companies should strive to deliver an outstanding customer experience (CX), as it’s a primary driver of customer satisfaction, retention, and relationship-building. … Read more