Amy Bennet — October 23, 2019 Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. It’s not unusual for the process to take 12 to 18 months from discovery to go-live with significant time … Continue reading How to Shortlist Potential Contact Center Partners
Susan Preiss — October 3, 2019 Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or … Continue reading How to Ease the Pain of Scaling Your Contact Center
Charlotte Meredith — September 1, 2019 — September 1, 2019 You know the email address you use to log into your LinkedIn profile? Most of you might not know this, but everyone you’re connected to has access to that email. Let me reiterate that everyone on LinkedIn cannot access this email, only the people in … Continue reading Are You Aware of What Contact Information is Posted on Your Profile?
Amy Bennet — August 28, 2019 — August 28, 2019 Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. … Continue reading Top 10 Things to Assess on Your Contact Center Vendor Site Visit
David Crane — October 17, 2017 Follow @davidfcrane — October 17, 2017 jarmoluk / Pixabay Every marketer gets at least one email a week from a company offering X number of contacts from various job titles. This practice has accelerated due to the rise of account-based marketing (ABM), with vendors slinging lists of contacts from … Continue reading Buying Contact Lists: A Bad Demand Generation Strategy
Fredi Avila — July 30, 2017 Follow @alfavila5 — July 30, 2017 Long gone are the days when we could store all our contacts in our rolodex. Spreadsheets can be useful, but at some point, if you want to grow your business, you should centralize your contacts in a contact relationship management (CRM) solution. If … Continue reading How to Use CRM for Small Business to Centralize Your Contacts
Mike Hasler — May 17, 2017 — May 17, 2017 True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. It’s a valid question. There are plenty of areas of your business that you outsource without a second … Continue reading Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?
by Kim CampbellAugust 18, 2016 A GPS unit that provides a general sense of direction based on landmarks (“turn left at the train station, head South after the statue of the town mascot”) could feasibly get you from point A to point B. But if you want to cut the confusion, speed up your journey … Continue reading How to Get Actionable Insight from your Contact Center Reporting
by Ryan Schwartzberg July 4, 2016July 4, 2016 “Why can’t I get in touch with these leads when we’ve got them loaded into our dialer 30 seconds after receiving them?” How many times have you asked yourself that question, but had no way to answer it? Companies like yours spend tons of money and lots … Continue reading Solving Lead Buyer Challenges: How to Ensure Speed-to-Contact
by Alessandra Ceresa April 11, 2016 Follow @MissAleCristinaApril 11, 2016 Three Ways to Maintain your Email List Nothing is worse than your messages being marked as Spam or receiving a ton of unsubscribes. You want your database to be as engaged as possible, but in order to do that, you must make sure your list … Continue reading 3 Tactics for a Healthy Contact List