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Justin Aldrich

Scaling Customer Service with AI, Without Losing the Human Touch

June 16, 2025/0 Comments/in CX and Services /by Justin Aldrich

These days, it feels like every sentence, every presentation, every slide deck starts with “AI will…” but few people seem to have a grasp on exactly how to deliver its benefits. Swept along by the hype and often with a serious case of FOMO, here are some of the questions I’ve been asked lately:

“We need to scale our Customer Service, but how do we achieve that without turning into robots ourselves?”

“The potential for growth is exciting, but it brings with it many challenges: how can you help us maintain the personal experience customers love?”

“How can my team balance increased volume with the kind of service that still delivers empathy & trust in our brand?”

Scaling Customer Service with AI

Yes, AI is amazing. It can do all the things that we don’t really want to do like managing tricky FAQs at 2 am faster than you can say “hold music.” It never gets tired of “Where’s my order?” nor does it take a coffee break just as the inbound queue goes ballistic.

So, here are some thoughts for scaling without losing the human touch:

Let AI handle the boring stuff…

so that your people can handle the meaningful stuff…(like transforming a customer’s worry into their peace of mind.) From my own experience, there is nothing better than working with a team of people who really know they have made a difference, whether that is solving complex issues that sit outside of a mapped process or helping a vulnerable customer.

Automate with empathy in mind.

Not just speed. Not just efficiency. Actual care. Mapping the process is one thing, but trying to plan for every eventuality kills the ability for your people to think on their feet, protect your brand, and go the extra mile. 

Let data be your compass.

Use AI wisely to gather and understand customer insights, so your team can personalize their interactions. The more you understand your customers, the more human your support feels, even at scale.

Train humans like they matter, because they really do.

Your best weapon in the CX world remains a well-supported, empowered, and emotionally intelligent team. EI (Emotional Intelligence), supported by good use of AI (Artificial Intelligence) is what makes the difference. Build the skills necessary to have conversations using insights gathered by AI.  

Bottom line: The future of customer service isn’t just AI-powered, it’s human-led, tech-supported, and empathy-first.

Please find out more about how Redial BPO can help your team keep it human as you scale by downloading our Company Overview.

Also, it would be a good idea to subscribe to our blog, and visit our socials: Facebook, Instagram, TikTok, LinkedIn, and YouTube.

Company Overview Redial BPO.

 

FAQ about Scaling Customer Service with AI

1. How can AI improve customer service?

AI enhances customer service by automating repetitive tasks, analyzing customer behavior, delivering instant responses, and providing agents with valuable insights. This allows for faster response times and more personalized customer interactions.

2. Is it possible to scale customer support without sacrificing quality?

Yes. By utilizing AI to handle routine interactions and equipping human agents with data and emotional intelligence training, businesses can scale effectively while maintaining, or even improving, service quality.

3. What is empathy in automation?

Empathy in automation refers to designing AI-powered systems that prioritize the customer’s emotional experience. It involves utilizing customer insights and sentiment analysis to create automated responses that feel more human and considerate.

4. How does AI help human agents do their jobs better?

AI provides agents with real-time customer data, context, and suggested actions. It also reduces their workload by managing simple queries, allowing them to focus on complex, emotionally nuanced situations where human judgment is crucial.

5. Why is emotional intelligence vital in customer service?

Emotional intelligence enables agents to connect with customers, de-escalate situations, and build trust. When combined with AI, emotionally intelligent agents can deliver more compassionate and effective support, even in high-volume environments.

Justin Aldrich Profile Picture
Justin Aldrich

Experienced BPO Sales Director and CX Leader with a global track record across the UK, Europe, and beyond. I specialize in driving revenue growth through strategic selling, with deep expertise in Digital Customer Experience (CX), Contact Center as a Service (CCaaS), and multi-sector BPO solutions —including the public sector. Passionate about building lasting client relationships and delivering measurable impact. Also, a proud Formula 1 fanatic.

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https://redialbpo.com/wp-content/uploads/2025/06/1600-Scalinf-with-AI-and-Human-Touch.png 1200 1600 Justin Aldrich https://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.png Justin Aldrich2025-06-16 14:26:282025-06-25 09:27:45Scaling Customer Service with AI, Without Losing the Human Touch
Marketing

How Redial BPO Drives Economic Growth and Innovation

October 23, 2024/0 Comments/in BPO /by Marketing

Redial BPO plays a crucial role in driving economic growth in Tijuana, Mexicali, and Johannesburg through job creation, skills development, and local business support.

Job Creation and Economic Growth

In Tijuana and Mexicali, Redial provides thousands of jobs in customer service, technical support, and back-office operations. These positions offer competitive wages, allowing employees to reinvest in the local economy by spending on housing, food, and other services. In Johannesburg, Redial also generates employment in an expanding BPO sector, providing stable jobs in a city with a high demand for skilled work. These roles contribute to local economic activity, benefiting both employees and regional businesses.

Skills Development

Redial emphasizes workforce training, helping employees in all three cities develop valuable skills in customer service, technical support, and bilingual communication. This focus on skill-building enhances job performance while equipping workers with abilities that boost their career prospects in the broader job market. This investment in human capital fosters a more competitive and skilled workforce, contributing to long-term economic growth.

Job Creation and Economic Growth

By driving demand for goods and services like housing, transportation, and retail, Redial indirectly boosts local businesses. Employees’ spending stimulates the local economy, and partnerships with local vendors for office supplies and IT services generate additional revenue streams, benefiting various sectors in the community.

Promoting Economic Stability

Steady growth from Redial contributes to economic stability in Tijuana, Mexicali, and Johannesburg by offering sustainable employment and skill development. In Tijuana and Mexicali, the company helps diversify the economy beyond traditional manufacturing, while in Johannesburg, it strengthens the city’s BPO sector, positioning it as a growing hub for global outsourcing.

Conclusion

In summary, Redial BPO positively impacts these cities through job creation, skills training, and support for local businesses. As the company grows, its contribution to regional economic development and stability will continue to benefit these communities.

https://redialbpo.com/wp-content/uploads/2024/10/Blog-Redial-Economy-Boost-800x300px_102324-1.jpg 300 800 Marketing https://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.png Marketing2024-10-23 12:32:452025-04-10 10:03:31How Redial BPO Drives Economic Growth and Innovation
What is Customer Service in Logistics Phone and Airplane
Veronica Mascareno

What is Customer Service in Logistics

January 20, 2021/in CX and Services /by Veronica Mascareno

In todays world the use of logistics services has been shown time and time again that it is one of the key pillars for the economy and every business looking to achieve success, but one hidden piece of the puzzle makes everything work in harmony, Customer Service Logistics.

During the Covid-19 era this has become far more evident as the global supply chain had become stressed for important reasons, in turn making it evident that a renewal for how work is performed on the day-to-day operations needs’ considerable improvement.

There is one key factor that can help provide a better experience for businesses involved and the logistics providers, that is Customer Service Logistics.

With Customer Service becoming a turning point to add value to the experience it is an obvious investment to create an excellent experience and ensuring loyalty to the brand with returning customers.

The Goals of Customer Service in Logistics

Aside from the obvious factors there are other key items to consider when looking at Customer Service Logistics.

  • Ensuring that everything is on time, customers have little time to waste and, in this industry, every second counts, this is one of the sections where customer service in logistics excels.
  • Building trust through reliability, every service has its faults, but logistics is where every decision and action is important and impacts greatly on other parts of the supply chain.
  • Ensuring the price is right, while businesses can consider customer service to be an expense this is the opposite, it ensures that other parts of the business work and can have visibility on issues, saving time, trust and in turn saving money and returning the benefits to the client.
  • Stretching to meet the goal, we know that rules are firm and are there for a reason but customer service in logistics also ensures that there is space for flexibility from all sides to ensure that success is achieved for all parties.

A Helping Hand for the Day-to-Day Tasks

On the other side of the spectrum, customer service can help with some of the key needs of customers such as:

  • Supply Chain Management, one of the most complicated factors in every business is ensuring there is success in every step of the way in the Supply Chain. Here customer service can assist in connecting pieces of the business that may have a hard time engaging each other and providing a middle ground for understanding.
  • Shipping and Freight Services, be it by air, ground, or sea the package must be delivered, from its origin to its destination no matter when in the world it is. Customer Service Logistics ensures that the right path and method are chosen for the delivery to be made in the fastest and most effective way possible.
  • Warehousing Services, while in some instances delivery is considerably fast there are times in which the package will have to wait for someone to come pick it up, here customer service logistics can ensure that this is in the right location at the right time, making sure it also moves when needed, keeping an eye on it to avoid losses for the business.

Customs and Insurance.

  • There are additional factors that the business may not be aware of if they do not have enough experience with certain regions or countries. Here is where customer service logistics can ensure that there is an easier time for the package to move through locations without being stuck in one place due to missing paperwork, losing time in return, and then back to the customer.
  • Additional guidance and whatever comes next, as the industry evolves so will businesses and the customer service experience, by keeping everyone in the loop with continuous training and ensuring that everyone is in the know the customer service agents for customer service logistics can ensure that every package goes through the required procedures without missing a beat.

It is a fast-moving world and losing a beat can mean losing your business, creating an engaging experience can sound like a challenge but here is where a BPO Partner can assist you in ensuring that your business remains ahead of the competition.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment. If you have questions about what other benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

https://redialbpo.com/wp-content/uploads/2021/01/What-is-Customer-Service-in-Logistics.jpg 300 795 Veronica Mascareno https://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.png Veronica Mascareno2021-01-20 23:31:002025-04-16 15:08:13What is Customer Service in Logistics

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