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How to Improve First Call Resolution for Improved Customer Service

Posted on Oct 12, 2021| Topics: Customer Service Trends

The chances are good that you’re investing in marketing and advertising efforts to bring customers through your doors, but are you...

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COVID-19 Protocol UPDATE: How Our Jamaica Team is Operating Safely

Posted on Sep 14, 2021 | Topics: News , Contact Center
In Jamaica, Advantage Communications Inc. (ACI), employs around 2,000 people in three locations in over 50,000 square feet of high-tech workspace.  During the pandemic, our number one priority has been to ensure the safety of our team and ...

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What is Asynchronous Messaging in Customer Service?

Posted on Aug 16, 2021 | Topics: Customer Service Trends
Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries. That’s why you need to find cost-effective and successful solutions that can help quickly resolve these large ...

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Melissa Gilbertson

Recent Posts

A Complete Glossary of the Most Important Contact Center Metrics

Posted on Jul 6, 2021 | Topics: Contact Center
Your customer service program is a fundamental component of your customer experience (CX). Great customer service is important to your business because it empowers your company to drive up customer satisfaction, improve customer loyalty ...

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Contact Center Outsourcing: What You Need to Know

Posted on May 18, 2021 | Topics: Contact Center
The top performing companies always do two things. Firstly, they do what they can to save money and, in turn, improve their bottom line. And, secondly, they focus on customer satisfaction as a key competency. 

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3 Key Factors That Determine Outsourced Customer Service Success

Posted on Mar 24, 2021 | Topics: Customer Service Trends
In today’s marketplace, companies must be increasingly customer-driven. Personalization, quick responses, self-service, proactive support and multiple contact options are just a few of the many expectations that today’s customers have from ...

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