Category Archives: Contact Managemnet

Making a Good First Impression: The Dos and Don’ts of Crafting an Onboarding Plan for New Hires in Your Contact Center

Laura Krajewski — March 6, 2020 Imagine this: It’s your first day at a new job. You’ve got some butterflies in your stomach, enter the office building, and… there’s no one to greet you. You ask the receptionist where you’re supposed to go, and it’s evident he didn’t even know you were starting today. No … Continue reading Making a Good First Impression: The Dos and Don’ts of Crafting an Onboarding Plan for New Hires in Your Contact Center

How to Determine Cultural Alignment in Your Outsourced Contact Center

Amy Bennet — January 29, 2020 We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either. In the same way that … Continue reading How to Determine Cultural Alignment in Your Outsourced Contact Center

How to Get Past the Gatekeeper [A Guide to Getting Contact with Decision Makers]

Josh Slone — January 1, 2020 Follow @Josh_Slone Reaching an important decision maker directly is always a challenge. They usually have people employed to take their calls to filter out sales reps and anyone else not deemed to be directly important. These are the Gatekeepers. Your sales success depends on knowing how to get past … Continue reading How to Get Past the Gatekeeper [A Guide to Getting Contact with Decision Makers]

How to Ease the Pain of Scaling Your Contact Center

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

Are You Aware of What Contact Information is Posted on Your Profile?

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?

Top 10 Things to Assess on Your Contact Center Vendor Site Visit

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

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

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?