I work in an outsourced contact center. This means the words I hear every day are; service level, staffing, call disposition, and business intelligence. This wasn’t always the case. My background is in
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Why the Call Center Is the “Lifeline of the Enterprise”…and Four Other Surprising Insights from Call Center Expert Kathleen Peterson
We interviewed Kathleen Peterson, Founder and Chief Vision Officer of PowerHouse Consulting to get an expert’s take on the subject of finding and working with a call center that delivers the highest
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Simplifying Implementation
Breaking Down the Call Center Implementation Process Feeling overwhelmed by the prospect of implementing your account at a new call center? That’s understandable—it looks complicated and there’s a lot at stake. But
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How Manufacturers Can Manage Social Media for Customer Service
Manufacturers can work with retailers to manage social media customer service to increase sales, save customers, and increase awareness. Here’s how. I was reading Barry Abraham’s article titled, “Control vs. Support
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Four Advantages of Outsourcing to a Domestic Call Center
Why staying close to home can mean a better relationship and better customer care In this age of worldwide phone service, teleconferencing and the internet, the location of your call center
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Five Ways Using Global Response as Your Healthcare Contact Center Can Help You Manage Policyholder Service Under the Affordable Care Act
As the Affordable Care Act (ACA) becomes the law of the land it is becoming clear that health insurance companies will require a renewed focus on policyholder service. Working with a partner
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Companies Miss Most Social Data: An Opportunity for Proactive Customer Support
A recent infographic by the social analytics firm Evzdrop reports that “97% of Tweets” and “95% of Facebook posts” are not answered or seen by businesses. Social media customer care solves for this
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Retailers Thrive on Black Friday Weekend: Five Articles You May Have Missed
The five-day Thanksgiving weekend saw retailers pull in more than $59 Billion in sales with $1.98 Billion spent online for Cyber Monday alone. Interestingly, 10% of total sales occurred online, up 2%
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6 Elements of luxury customer care
A luxury brand needs its call center to deliver a luxury level of customer service. Why? Because the interaction your prospects and customers have over the phone (or via email, chat, or
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8 in 10 Internet Users Engage in Social Media Globally
According to a recently published Forrester study titled, “Global Social Media Adoption in 2012” – More than 86% of online US adults and 79% of European online adults engage with social media,
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Why luxury brands invest in premium-level service
A luxury brand needs its call center to deliver a premium level of customer service. Why? Because the interaction your prospects and customers have over the phone (or via email, chat, or
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Spending on customer service staffing boosts online sales
So it makes business sense to have more salespeople to help the customers at your brick-and-mortar stores. But what if the store we’re talking about is a website? Does the same strategy
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European brands and American audiences: think domestic expertise
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
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Why Live Inbound Leads Succeed in Contact Centers
Your website, marketing, advertising campaigns and salespeople drive leads via inbound phone calls, web forms, email or even live chat. Your sales staff could respond to these live inbound leads, but is
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The magically shrinking distance between customer and product
Logistics is where technology, best practices and customer satisfaction intersect, but that intersection is too often unmarked and unguarded. Randy Moore is determined to change that situation and he talked with Global
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Delivering higher quality at lower costs
Lisa Callender is President of LMC&A, LLC, a consulting firm based in West Orange, NJ. Her company provides strategic planning and multi channel contact management operations expertise to clients across the entire
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Preparing for better times: strategies, policies and procedures
This is part 2 of our interview with Dennis Veltre, President and Founder of Clicks & Mortar, a prominent marketing consultancy whose work keeps in close touch with the dynamics of the
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Retailers retrench, regroup and rethink: also, “The Dominance Effect”
This is part 1 of our interview with Dennis Veltre, President and Founder of Clicks & Mortar, a prominent marketing consultancy whose work keeps in close touch with the dynamics of the
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Cost cutting can’t compromise customer service
Mike Kadish is an independent broker/consultant and an affiliate of Network Direct Inc. His business practice is primarily in assisting clients to identify and evaluate new teleservices vendors. As such, he is
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Calm in the midst of the storm
Bruce Dzinski is Senior Consultant at SD Retail. His retailing clients call on him to help them with workforce management, supply chain analysis, strategic modeling, operational process improvement among other related management
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