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Category: Contact Center

 How is AI Technology Used in Call Centers?

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 How is AI Technology Used in Call Centers? How AI technology is used in call centers

Artificial intelligence (AI) has become very popular in recent years with use cases in virtually every industry. ChatGPT and Jasper have the ability to construct recipes, and artificial intelligence has given us everything from truly predictive texts to better-automated safety on production lines. But how is artificial intelligence (AI) technology being used in the context […]

What is the Difference Between Call Center and Contact Center?

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What is the Difference Between Call Center and Contact Center? What is the Difference Between Call Center and Contact Center?

Call centers and contact centers are two of the most common environments where customer service representatives will work. In both locations, you’ll provide a company’s customers with the help, support, and information that they’re seeking. You might field some inbound calls and make some outbound calls, too! While a call center and a contact center […]

What Are The Ways to Improve Customer Satisfaction?

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What Are The Ways to Improve Customer Satisfaction? What Are The Ways to Improve Customer Satisfaction?

Your business is comprised of various components. While all of those components play an important part in your success, there’s one that supersedes all the rest: your customers. Your customers are the backbone of your business. They’re literally why you went into business in the first place, and without them, well, your company more than […]

Do’s and Don’ts to Optimize Multi-Channel Contact Centers

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Do’s and Don’ts to Optimize Multi-Channel Contact Centers Contact centers - dos and donts to optimize multichannel

As customers increasingly demand quick and convenient ways to seek customer service, organizations face the challenge of transforming their contact centers to make the latest communication channels available to their customers. Why make your contact center multi-channel? Today, with widespread internet and smartphone usage, customers have […]

Is Unscripted Response The Best Way To Differentiate Your Brand?

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Is Unscripted Response The Best Way To Differentiate Your Brand? Unscripted Responses

It is normal for customer service agents to follow standard scripts while communicating with customers. Companies believe that having a scripted response brings uniformity in their customer service, ensures their service meets required standards, and also makes it easier to train new agents. But […]

Strategies For Reducing e-Commerce Returns In 2016

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Strategies For Reducing e-Commerce Returns In 2016 Strategies For Reducing e-Commerce Returns In 2016

E-retailing has opened up the world to big and small businesses, giving them access to customers around the globe. But stiff competition in this sector has led to e-retailers relying on factors like free shipping and flexible returns to attract customers which, in turn, presents […]

How to Choose the Right Contact Center

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How to Choose the Right Contact Center contact center

A contact center (also referred to as customer interaction center) is the central point of customer management. While traditional call centers focus solely on voice calls, omni-channel contact centers manage various modes of communications like voice calls as well as data applications like emails, web-based chats, instant […]

Comparison of Shared v/s Dedicated Contact Center Agents

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Comparison of Shared v/s Dedicated Contact Center Agents contact center agents

A contact center can be a critical aspect of effective customer management in any company. Contact center agents interact with customers via several modes of communication including email, live chat, telephone, messaging etc. It is crucial to maintain an efficient customer service management system to ensure […]

The Changing Rules of Customer Engagement

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The Changing Rules of Customer Engagement customer engagement

Historically elusive and difficult to measure, customer engagement has been the focus of many recent research initiatives which have demonstrated that not only can it be measured, but that even a one percent improvement in customer engagement can increase revenues and profits of an organization. Defining customer engagement […]

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Client Testimonials

“Firestone Complete Auto Care customers enjoy the convenience of scheduling service appointments online thanks to MAI’s creative thinking and outstanding IT capabilities. Not only do customers enjoy a higher level of service, we are now able to identify – and resolve – store issues that have resulted in lost opportunities in the past.”
Jim StahulakManager, Database/Internet Marketing, Firestone
“MAI developed, produced and monitored a direct mail initiative on behalf of ColeTaylorBank which has served the needs of Chicago area business for more than seven decades. The program achieved a 1% response rate and resulted in a sizable new account win, as well as valuable exposure to a group of highly targeted prospects.”
Cole Taylor Bank
“We rely on MAI, an established provider of call center and fulfillment services, to deliver efficient service and unparalleled customer satisfaction. MAI has proven to be an excellent outsourced solution and a true business partner. The company’s background in marketing communications and brand support ensures we are being represented at the highest level possible.”
Tim HolodySeta Corporation
“MAI recently completed its fifth season as Figi’s outsourced call center partner. We have gained incremental efficiencies year-over-year with regard to the program ramp up – not only from a human resources perspective, but from a technology and telephony standpoint as well.”
Darcy TudorVP & Program Manager, MAI – Figi’s Gifts in Good Taste
“MAI had the I-PASS customer service/transponder fulfillment program up and running in half the time originally projected for start up. Within 90 days, call volumes increased 250% in response to a planned increase in tolls for customers without I-PASS transponders. Because MAI built the program for scalability, the increased demands were quickly taken in stride.”
Illinois Tollway Authority
“The information collected was invaluable in developing an advertising campaign that exposed the realities of the issues surrounding the‘health services’ provided by Planned Parenthood. I had the opportunityto monitor the survey calls on several occasions and was impressed with the Marketing Alternatives staff members assigned to our project. The interviewers were polite, respectful and very professional.”
Steven BrodyExecutive Director, Dubuque County Right to Life
“MAI has always provided good reporting and it just keeps getting better. My team loves it. The best part is, they realize the relevance and value of the information that is now available and it’s being used to strengthen and improve our business.”
Nancy BarbeeAssistant Marketing Manager, Domino Foods, Inc.
“Shipping product to customers quickly and accurately is a vital part of our business. MAI takes great care of all of our shipping needs, so I can focus on everything else that needs to be done. When we have a shipment with special requirements, we always know MAI will handle it without a problem.”
Christy KaskeyOwner, Kaskey Kids, Inc.
“MAI conceived, designed and produced the Mohawk Tile Bottega within-a-store program. From creative through warehousing, fulfillment and installation, MAI acted as a single-source partner to make this concept materialize into reality.”
Mark LorberbaumMohawk Industries
“MAI’s flexibility was a contributing factor to Mustela’s success in growing its business in the U.S. and Canada. Their active and forward thinking saved time and money while fostering great relationships with our retail customers.”
Amie YoungsSenior LogistiX Manager, Mustela US
“Excellence is the standard at Standard Coffee and we expected no less from our partnership with MAI. We’ve heard only positive feedback about them from the Standard Direct customer base – they truly handle our business as if it was their own.”
Stanley W. EilersStandard Coffee
“The lead qualification program MAI put together for Wilsonart Flooring helped our sales team enormously with time management. By prioritizing the leads, salespeople could focus on the strongest opportunities which, in turn, helped close more sales.”
Tammy WeadockWilsonart Flooring

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