Account Management

Shared vs. Dedicated: Which Is Right for You?

April 9, 2012 By Steve Majeski Leave a Comment

Should you use dedicated agents, shared agents, or a combination of both at your outsourced call center? The answer depends on such factors as what your call volume is, what your budget is, and what … [Read more...]

Filed Under: Account Management, Customer Care, Loyalty Programs, Quality Assurance, Sales, Training Tagged With: brand care, business strategy, call center effectiveness, choosing a call center, cross-selling, customer satisfaction, dedicated agents, outsourced call center, shared agents, training, upselling

Spending on customer service staffing boosts online sales

March 19, 2012 By Herman Shooster Leave a Comment

A recent article in the New Yorker makes a convincing case that retailers sell more when they have more staff on the floor to help customers. The article notes that “The big challenge for any … [Read more...]

Filed Under: Account Management, Customer Care, Loyalty Programs, Quality Assurance, Recruitment, Sales, Training Tagged With: brand care, customer service, e-commerce, investing in customer service, online customer care, online shoppers, outsourced call center, training

European brands and American audiences: think domestic expertise

March 6, 2012 By Wendy Shooster Leave a Comment

The world may be shrinking, but differences in language, culture, and business practices make it smart for a retailer who sells internationally to use a call center based in the country where … [Read more...]

Filed Under: Account Management, Customer Care, Order Management, Quality Assurance, Sales, Technical Support, Training Tagged With: brand care, company culture, customer satisfaction, customer service, integrating systems, international retailer, outsourced call center, smart business investment, training

The upside of upselling: how to increase AOV and boost revenue

February 15, 2012 By Wendy Shooster Leave a Comment

Order-taking is an important service your outsourced call center provides, and doing it well reinforces a positive brand image. Keep in mind, though, that you can ask your call center to go beyond … [Read more...]

Filed Under: Account Management, Loyalty Programs, Order Management, Quality Assurance, Sales, Training Tagged With: brand care, customer satisfaction, how to increase revenue, outsourced call center, outsourced customer service, training, upsell strategies, upselling

No lead left behind

February 14, 2012 By Wendy Shooster Leave a Comment

Not all leads are created equal—some are prospects who have the means and motivation to buy your product; others aren’t. Being able to quickly and correctly determine which is which is essential … [Read more...]