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ACD Direct Achieves SDVOSB Certification
At ACD Direct, service has always been at the heart…
Technology
Articles about technology trends, best practices, and more.
Driving Customer Satisfaction with Survey Collection Solutions
A great customer experience is critical to your organizational success. Strategically sourcing feedback and qualitative data from service recipients and donors help you identify what’s working – and what can…
How to Analyze Contact Center Data
Contact center data can provide powerful insights into your business operations, helping you identify leads and increase and improve your service levels. Don’t be among the 61% of businesses who fail to…
6 Customer Service Failures to Avoid
Your contact center is a critical part of your customer service infrastructure. Done well, it can deliver timely, customized customer care. And in a world where customers have high expectations…
Understanding Contact Center as a Service (CCaaS)
Your contact center is one of the most critical parts of your organization. It’s key to the customer experience and ensures that donors, customers, or clients can easily get in…
The Importance of a Smooth Customer Phone Experience
The phone is what customers reach for when they want to place an order or ask for help. Sales and customer support are two of the most critical areas of…
How SaaS Software Can Help Sync your Sales and Support Teams
Gone are the days of siloed business operations. Thanks to the rise of cloud-based Software-as-a-Service (SaaS) solutions, organizations can now seamlessly integrate different departments and workflows. The result is new opportunities,…
