The Breather Call is Disappearing. Protect Your gents from the Complexity Spike”
By Nicole Limpert Think back to what a typical call center shift looked like a few years ago. The agent’s queue was a mixed bag. … Read more
Customer Service Articles
Renaming and Reframing the Human Behind the Headset
By Donna Fluss Many kinds of agents exist in the world. Real estate agents who help you find a home. Travel agents who help you … Read more
COMPLAINTS ARE OPPORTUNITIES
Make the Most of Them By John Tschohl Almost nothing strikes more fear in an employee’s heart than a customer with a complaint. Most employees … Read more
Dexcomm: Meeting HIPAA Requirements Using Secure Messaging
By Laura LaLuzerne Protecting customer information is essential for maintaining trust. When faced with the challenge of replacing the pagers they had relied on for … Read more
AnswerNet Announces Acquisition of Enco Utility Services, Expanding its Footprint in the Utility and Energy Sectors
HORSHAM, PA – June 2026 – Cerida Investment Corporation dba AnswerNet, a premier full-service business process outsourcing (BPO) and technology provider, announced the acquisition of … Read more
How Quickly Can Your Call Center Adapt to AI?
By Nicole Limpert Many call centers face a unique set of challenges that make adapting to artificial intelligence (AI)-powered communication tools particularly difficult. These barriers … Read more
Kauneonga Expands Liberty Platform with Voice AI, Mobile App and Migration Tools
Kauneonga is introducing new Liberty Platform capabilities designed to help answering services and call centers manage increasingly complex communication operations with greater clarity, flexibility, and … Read more
Reducing Customer Churn
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
An Upgrade Journey Into New Opportunities
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
How AI Answering Services Are Changing the Way Small Businesses Handle Calls
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