11 Tips For Improving First Contact Resolution With Data Jordan Durham / 14 Jul 2022 Imagine this scenario: You buy a new printer but can’t connect it with your router. You call the manufacturer, make it through the phone tree, and a representative walks you through the process. The next morning, you try to … Continue reading 11 Tips For Improving First Contact Resolution With Data
Paula Chiocchi April 6, 2021 Spring is here, and it’s time to clear out those digital dust bunnies and get your data house in order. Most of us agree that having fresh, accurate data is essential to fuel effective digital marketing—but it’s easier said than done. Maintaining a clean and accurate database is challenging. To … Continue reading Spring Cleaning: 6 Ways Accurate Contact Data Allows New Opportunities to Bloom
David Parks December 3, 2020 Research firm Gartner predicts that enterprise software spend will grow 7.2% in 2021. In a recent article in ZDNet, Gartner research VP John-David Lovelock said, “Companies have more IT to do and less money to do it. As a result, CIOs are spending more in areas that will accelerate their … Continue reading 2021 Budgeting: Making the Case for Modern Contract Management
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
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
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]
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
