When you’re optimizing a campaign or website, it’s easy to become fixated on having all the answers. But columnist Brian Massey explains how generating questions can lead you to success. Brian Massey on June 20, 2017 Questions get a bad rap. Everyone is so obsessed with answers. We fawn over people who are … Continue reading Questions are the center of great websites
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?
Eric V. Holtzclaw — April 21, 2017 — April 21, 2017 A preference center represents a centralized location for your customers to manage communications and interactions with your company. But more importantly, your preference center also represents an opportunity for customers to become empowered and begin to understand the ways in which they can personalize … Continue reading How Should I Organize My Preference Center?
Augustus Franklin — April 17, 2017 Follow @augfrank— April 17, 2017 Every marketplace has its gaps or customer pain points. Any new entrant to a market will have to scour the market for existing gaps and attempt to fill them with their business. As marketplaces evolve, so do the shape and size of these gaps. … Continue reading Putting Customer Pain Points at the Center of Your New Product
From beacons to user-generated content, columnist Jason Warnock takes a look at the email marketing innovations we can expect to see more of in 2017. Jason Warnock on March 9, 2017 Most marketers plan to maintain or increase their investments in marketing innovation this year. But here’s the catch: They’re hedging their bets by … Continue reading Why email is taking center stage in marketing innovation
Patty Isnor — February 28, 2017 — February 28, 2017 What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and they need to have the chops to navigate call center systems and software in their sleep, but the best skills and … Continue reading Navigating Generational Differences in the Contact Center Workforce
by Salil GuptaAugust 19, 2016 Millennials are a self-service, tech-savvy generation influenced by the ever-growing sway of social media, instant gratification, and quick access. Millennials, categorized as anyone born between 1982-2003, represent the largest consumer market for annual revenue growth. It’s for this reason that the “wow me,” factor is vital. Luckily, once you learn … Continue reading Top 3 Call Center Tips for Dialing into the Millennial Market
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 Sandra Hess July 30, 2016July 30, 2016 Attracting and recruiting top talent in today’s competitive job market is a challenge for every organization. But for companies hiring for high-volume positions such as call centers, talent selection is even more challenging. Implementing pre-hire assessments and using the data they provide helps identify top performers. However, … Continue reading 3 Strategies to Enhance Your Call Center Talent Selection Process
DCoE isn’t just another trendy acronym. A Digital Center of Excellence is essential for your organization’s success, says columnist Jim Yu. He outlines three steps to help you build one. Jim Yu on July 26, 2016 at 10:10 am Two-thirds of Global 2000 CEOs will have digital transformation at the center of their corporate strategies … Continue reading The CMO and the DCoE: 3 steps to build your digital center of excellence
