Direct Response Marketing for Call Centers Let’s say your company’s marketing department hits a home run. It has launched a robust direct response marketing campaign that’s turning heads. Congrats! What systems do you have in place to receive and manage the avalanche of phone calls coming your way? Every call you fail to answer threatens…
Big Data: What It Is and How to Use It The call center and customer service industries are filled with buzzwords. Omnichannel, upselling, wrap time, and first call resolution all command a large amount of attention. However, big data seems to be taking much of the focus lately. What is Big Data? Around 2001, Gartner defined it as…
How to Quickly and Professionally Resolve Customer Issues If you’ve ever worked in customer service, you know complaints and issues are inevitable. It doesn’t matter how good of a day you’re having, you will eventually pick up the phone with a disgruntled customer on the other end. It’s not so much an occupational hazard, but…
The Making of a Good Call Center If you own a business or play a significant role in your business’s day-to-day operations, chances are you either currently employ a call center or have considered it. If you’re in the middle of weighing your options in regards to which agency to choose, you have probably already…
Top Reasons for Outsourcing to a Call Center Professionals have written many articles about how beneficial it is for a business to outsource its call center. However, most of those articles only discuss one or two benefits of doing so. There are several reasons why outsourcing is a great idea, and this article will take…
Call Centers and Automation A relatively new subject, automation, is making a huge impact on most forms of communication. Many discussions and articles have been about what a call center can do for your business. We have even discussed it at great lengths in our latest posts. We’ve written about the services offered and how…
Data Decay: How to Combat a Call Center’s Greatest Enemy Two of the primary services of a call center are customer service and data collection. At a glance, these appear to be pretty straightforward. Upon a more profound study, you can determine that one cannot be completed without the other. A call center needs customers’…