If you work in customer service, you’ve felt the shift. Chatbots. Voice analytics. Automation. Tools that promise to “revolutionize” the way your team works. AI is everywhere. None of us can afford to ignore this new reality. And AI is a powerful ally when we are asked to do more with less, as many of […]
AI + Human Support: The Secret to Great Service Read More »
We don’t know how the day is going for the person on the other end. Was their power shut off yesterday? Are they trying to sort out a confusing medical bill while caring for a sick family member? Have they spent hours reading help articles and talking to chatbots and still feel stuck? The truth
Why Empathy Still Leads in the Age of AI Read More »
When was the last time you contacted Customer Service? Was it the result of a problem? Most Call Centers are stuck in a loop. They wait for something to go wrong and then scramble to fix it. What is the problem with that approach? By the time a customer reaches out, they are already frustrated.
Predictive Analytics in Call Centers: Anticipating Customer Needs Read More »
Do you value stability and consistency? I do. And stability can truly be a strength. After all, the contact center industry has long been built on consistency. Things like scripts, processes, metrics, and SLAs have made customer service reliable. But could it be that this strength may also become a weakness? The truth is that
Fail Fast, but Succeed: A CX Leader’s Guide to Embracing AI Read More »
60% of customers prefer self-serve for simple support requests. And yet, only 14% of problems are solved by it. Learn how to close the gap and build a self-service solution that works.
What Your Customers Really Want from Self-Service Read More »
Customers have more choices than ever. Leave them with a bad experience, and they will jump to a competitor. Customer loyalty thus depends on good support. Learn how to accomplish this.
Customer Loyalty Starts with Better Support Read More »
AI is everywhere, and may change contact centers forever. None of us can overlook its potential, but it does bring concerns. How can we implement AI without fear?
How to Implement AI Without Fear Read More »
Struggling with too many tools in your contact center? Learn how to eliminate system bloat, while making things better for both your customers and your agents.
System Bloat: Why Too Many Tools Can Hurt Your Contact Center Read More »
What makes a contact center truly successful? Getting the basics can make all the difference. Learn 10 ways to create success as a Contact Center.
10 Ways to Create Success as a Contact Center Read More »
Soft skills are the foundation of great customer service. While technology is good, real success comes from the basics. Learn 5 fundamental skills for agents.
Customer Service Soft Skills: 5 Fundamental Must-Haves Read More »
Many have heard that cloud contact center solutions are too expensive, too complicated, and not secure. But is this true? Let’s look at the myths vs reality.
Cloud Contact Centers: Myths vs Reality in 2025 Read More »
Learn what Agentic AI is, how it works, how it solves problems, and how it may be used in customer service. Learn its benefits, challenges, and future potential.
What is Agentic AI for Customer Service? Read More »
80% of companies think they deliver great experiences, but only 8% of customers agree. Learn how to close the gap through customer journey mapping.
Why Customer Journey Mapping Matters in Customer Service Read More »
Discover the true cost of contact center technology. Learn how to calculate TCO, avoid hidden costs, and make smarter, long-term tech investments.
The Total Cost of Contact Center Tech, Simplified Read More »
What is the difference between proactive and reactive customer service? Learn why proactive wins and how to implement it with manageable strategies.
Proactive vs Reactive Customer Service: Why Proactive Wins Read More »
CBA (Communication Business Avenue, Inc) is a software developer and worldwide systems integrator, innovating communication solutions since 2006. For more than 15 years, CBA has been providing Omnichannel Communication Solutions to help brands deliver excellent customer satisfaction.
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Privacy Policy | Terms of Service
