Rachel SilverJuly 15, 2015 In previous posts we have explained how to segment your contacts to optimize overall your ROI. But what happens when people in your network no longer fit their segment? According to eMarketer, with segmentation 39% of people saw better open rates, opt-out rates and unsubscriptions were lower for 28% of people, … Continue reading Re-Segmenting: When Contacts No Longer Fit Into Their Segments
Lucy HollowayApril 19, 2015 Spring has sprung Spring seems to have every department refreshing their strategies. And as customer relationship management is more important than ever to deliver the best customer experience possible, contact centres will have to shift their focus and equip their agents with the right tools to do so. For those in … Continue reading Spring Clean Your Contact Center
Alexandra LevitApril 10, 2015 It’s time to end our collective “death by conference call.” According to new InterCall research on workplace conference call behavior, 82 percent of employees admitted to focusing on other work or non-work distractions while on a call. Rob Bellmar, executive vice president of conferencing and collaboration at InterCall, recently offered some great … Continue reading 6 Ways To Improve Your Conference Calls
Megan IngenbrandtApril 7, 2015 The customers you’re looking for aren’t online 24/7. They have families, jobs, and other things to do. But if your customers aren’t online at a certain time of day, what’s the point of your ads running then? Fortunately, you can look at your campaign data to figure out when your ads … Continue reading Reach Customers At The Right Time With Dayparting
Lucy HollowayApril 5, 2015 Windows big and small should sparkle A whopping 84% of people cannot go a day without using their mobile phone according to a poll by TIME Mobility. We have developed a needy relationship with our mobile phones and tablets as these necessities help us to survive in today’s digitally connected world. … Continue reading Spring Clean Your Contact Centre
Joshua MarchMarch 26, 2015 Even 30 seconds is too long for today’s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone. The world is in the middle of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires … Continue reading The Impact of Social on Today’s Traditional Contact Center
