Omnichannel Call Centers Usher in a Golden Age of Customer Service

A woman with blonde hair is wearing a yellow blouse and talking on the phone with a pot of tea on her desk.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Consumer-to-brand interaction today looks much different than it did decades ago.  Today, customers have technology at their fingertips, which has changed how often and in what ways people experience and interact with companies. The digital age—with the introduction of new technologies, social media presence, AI,…

Call Centers Provide Outsourced Product & Technical Support

A female call center agent smiles as she provides customer service to a caller.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Technology plays a significant role in business and consumer interactions, from a company’s hybrid work environments to its customer service capabilities.  In the consumer sector, a recent study showed that digital interactions rose to 58% percent in 2020, compared to 38% in 2019. Customers also…

Is Your Company’s Tech Working for Your Organizational Culture?

Two female call center agents review incoming customer service requests.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Digital transformation is a process in which companies adopt technologies to enhance customer experiences, streamline operations, and strengthen company culture.  One of the critical elements to developing a transformation strategy is understanding the consumer experience and identifying instances where digital solutions provide improvement. However, examining…