Category: Contact Center


New Study Shows How Contact Center Focus Is Changing & Evolving

Survey findings reveal that today’s contact centers are driven more by customer experiences, and chat and social are playing increasingly important roles The Right Call, which reports on the latest contact center industry communications, recently published this post that includes some key takeaways from the Deloitte Global Contact Center Study—which provides... Read More


Listening To Your Customers Communication Preferences

From mail to phone to email to chat, there are many different ways to communicate with customers today. Making room for individual customer communication preferences is key. In addition to traditional means of communication like dropping a letter in the mail or hopping on the phone, technology has given customers... Read More


Empathy Is an Essential Ingredient for Contact Center Success

While today’s companies use a lot of different data and techniques to deliver satisfactory customer service, empathy is a key element that’s too often missing from the call center experience. InfoCision Chief of Staff Steve Brubaker recently published a post on The Right Call titled “Show Customers You Care”, which looks... Read More


How a Dedicated Contact Center for Your U.S. Hispanic Customers Benefits Your Business

When it comes to contact center services, not catering your communications to the unique needs of your U.S. Hispanic customers can be a costly mistake. At CommSense, we provide dedicated contact center services focused on U.S. bilingual and Spanish-speaking customers. Why? Because this audience is increasing in size and importance, and... Read More


5 Things to Consider When Choosing a Bilingual Contact Center

You’ve seen the numbers about the exploding U.S. Hispanic population. You recognize the importance of reaching U.S. customers who speak both English and Spanish (sometimes both together). But where do you go from there? How do you find and choose the right contact center to make your goal a reality? While... Read More