The Top AI to Implement in Your Call Center for 2024

Agents working side-by-side with AI to improve the customer experience.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers AI is on the minds of nearly every decision maker this year, and that certainly is no different within the contact center industry. Recruiting, training, and agent experience are the perfect categories to be focusing on if you’re looking to incorporate the top AI that can […]

Top Trends for Contact Center Agent Experience in 2023

A call center agent supports clients for a contact center outsourcer.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Customer experience has reigned king in the world of customer service for decades. As a shift to a higher need for well-trained and experienced call center agents rises, the industry has experienced a shift from the sole focus on the customer experience to key focus […]

Nearshore Call Center Services Break Down Silos in Business

A black headset sits on a pile of papers and yellow and blue folders which have been placed on a desk.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Collaborative work environments are essential to drive company growth. According to an Employee Management Study by Harvard Business Review, collaborative work environments saw a 65% employee retention rate. One company in the study saw a 34% increase in annual revenue when they enhanced collaboration with […]

Can Call Centers Provide Customer Sentiment Analysis?

A man in his early twenties wearing a white polo shirt chats on his cell phone while sitting at a patio table outside a restaurant.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Sentiment analysis studies the words verbalized or written by a person to glean their emotional feeling about a product, service, or experience. From a business perspective, knowing how a customer feels about a product, customer service exchange, and overall interaction with a brand can lead […]

3 Ways Contact Centers Ease Team Management Challenges

Female call center agent speaks to a customer who has called in for assistance.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Collaboration is vital to move a business forward. In fact, employees working in a more collaborative environment are over 50% more productive at task completion. However, effective teamwork doesn’t occur out of thin air.  Operations managers are responsible for laying the foundation for successful collaboration […]

Contact Centers Can Lower Customer Acquisition Costs

A man wearing a blue shirt shakes the hand of a person holding a laptop computer.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Customer engagement has changed over the years and new client acquisition has become more challenging. New research has shown that customer acquisition costs have increased by over 200% compared to a decade ago.  What does this mean? Organizations must restrategize how they reach new clients […]

Top Three Contact Center Technology Trends in 2023

Delivering a great customer experience is one of the important customer retention strategies driving business success. When the experience a consumer has at every touchpoint with your company exceeds their expectations, that customer is more likely to remain loyal to your brand. Call center technology can play a large part in that experience.

Top Customer Experience Trends in 2023

Delivering a great customer experience is one of the important customer retention strategies driving business success. When the experience a consumer has at every touchpoint with your company exceeds their expectations, that customer is more likely to remain loyal to your brand.

But what are the winning elements to deliver on this experience? Service, technology, agents, and when your business is looking for experience, the right contact center outsourcer. Five Star Call Centers shares top trends in the customer service industry in their four-part State of Customer Service series: The Top Customer Experience Trends of 2023.