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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.
The Evolution of Customer Communication
Customer communication has evolved rapidly, but trust remains the defining factor of effective customer experience. As businesses move from single-channel support to complex, real-time communication ecosystems, the margin for error has narrowed. This article explores how customer communication has changed, why trust is harder to maintain today, and what business leaders must prioritize to protect brand credibility, customer loyalty, and long-term growth.
The Smart Fundraiser’s Guide to Raising More (Without Asking for More)
We’ll explore how to transform your existing donor interactions into opportunities for doubled revenue—all without asking your supporters to reach back into their own wallets.
CX Trends to Watch for in 2026
As we move into 2026, customer experience (CX) continues to evolve and the trends shaping the industry offer big opportunities for call agents. From AI and automation to human-first service and flexible work models, the future of CX is hybrid, empathetic, and fast-moving. Whether you’re new to the industry or a seasoned pro, now is the time to upskill, adapt, and stay ahead.
Learn how agents can thrive as the landscape shifts in 2026.
Retention Starts at the Call Center: Here’s How
Make 2026 the year you focus on retention over acquisition. While growing your audience is important, keeping your existing audience loyal is key to the health of your bottom line….
CEOs, Set Your Team Up for Success Now
The busy season is fast approaching, which means that your customer service lines are about to light up. Whether you’re a non-profit staring down giving season or a company selling…
It’s Time to Treat Giving as Engagement, Not a Transaction
For non-profits, giving keeps the lights on. But when you fall into the trap of treating giving as a transaction, you risk burning through goodwill and alienating your generous donors,…
