Mike Hasler — June 4, 2019 — June 4, 2019 Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your … Continue reading Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits
Cathy Biddulph — April 2, 2019 — April 2, 2019 Quick, is Gen Z old enough to work yet? No checking Wikipedia… Answer: Yes. While there is a bit of a gray area between where exactly Millennials stop and Gen Z starts, demographers pretty much agree that the starting birth years for Gen Z are … Continue reading How to Engage Gen Z in the Contact Center
Google Encourages Additional Content In Manufacturer Center by Laurie Sullivan @lauriesullivan, Yesterday Google has been working to return the exact location on a page within a website for each search query. So it’s not surprising that the company added a product detail section on pages in Google Shopping as part of some upgrades for Manufacturer … Continue reading Google Encourages Additional Content In Manufacturer Center
Kim Campbell — December 26, 2018 — December 26, 2018 ElasticComputeFarm / Pixabay You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you … Continue reading RFP Questions to Ask About AI in the Contact Center
Christopher Moore — August 14, 2018 Follow @cjmoore — August 14, 2018 Pexels / Pixabay A recent poll showed one thing many small business owners have in common. Around six months into a new venture, they realize that growing a successful business isn’t as easy as they thought: Even with consistent sales, scaling the business … Continue reading Could Your Business Benefit From Using a Fulfillment Center?
Amy Bennet — August 13, 2018 — August 13, 2018 Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will … Continue reading The Fundamental Guide to the Contact Center RFP
Harry Rollason — February 28, 2018 — February 28, 2018 Not long ago, many brands began burying their contact information behind interactive FAQs. This design, while effective at deflecting issues, can also make needy customers upset. It has inspired services like GetHuman, which reveals brands’ contact information, and fueled consumer’s top complaint: not being able … Continue reading Is Your Contact Page a Profit or Cost Center?
Kane Laramore — January 2, 2018 — January 2, 2018 Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive … Continue reading Essential Technologies in Call Center Workforce Management
Has programmatic put great creative on the back burner? Columnist John Nardone explains why agencies need to put creative at the forefront of their efforts again. John Nardone on November 15, 2017 Call me a curmudgeon. When I was coming up through the advertising industry, it was creative that drove the campaign. Creative development … Continue reading It’s time for creative to retake center stage
Kaitlyn Hammond — August 24, 2017 — August 24, 2017 TeroVesalainen / Pixabay A large portion of us set both personal and professional New Year’s resolutions; however, 80% give up on those resolutions after just one month, according to a source. With only four months remaining in 2017, this is the time to revisit your … Continue reading How to Center Your Business Goals and Finish the Year Strong