Sean CrowleyApril 12, 2015 As each day passes, there’s a ton of new data entering your marketing ecosystem: Web registrations, trade shows lists, pay per click campaigns, events…and the list of sources keeps getting longer. While all of this marketing data can be an asset to your programs, it can also be a liability. Inaccurate … Continue reading The Time Is Now: Let Data Take Center Stage
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
Jodi BeuderMarch 10, 2015 Many of us have suffered through bad managers. Whether it was in our first job at a burger shack or in our professional careers, being directed by a manager who lacks the personnel or motivational skills can have lasting, deleterious effects. There is a reason the television series “The Office” was … Continue reading Why Call Center Management Training Matters
by Laurie Sullivan, December 13, 2014 Keywords have transitioned to a new role in search engine marketing, as channel and target-market advertising move to the forefront. Keywords remain important as intent signals, but linking relationships to things and places has become more valuable. Google will likely look to roll out people-based targeting, the equivalent of … Continue reading People-Based Targeting, Cloud Services Take Center Stage In A Keywordless World
Airports always provide numerous sources of frustration. Something always goes wrong and there is always something that gets on your nerves. Yet, we suck it up, grit our teeth, and continue on because there is no way to avoid it. From the moment you walk into the airport, to the time you exit the airport … Continue reading Getting Your Customers Out of Line With a Virtual Call Center
Call centers are at the core of the customer experience and are often under constant scrutiny from the public and industry to ensure a high level of service is provided. Businesses today acknowledge that the sustainable differentiator between companies is driven by the level of customer care they provide and the subsequent impression left with … Continue reading Four Performance Metrics to Improve your Call Center
Just seven percent of consumers report that the customer service they experience when dealing with companies exceeds their expectations. While 26 percent have experienced being transferred between agents without resolution of the problem they initially called about. That is abysmal. Without the proper monitoring tools in place, it is impossible to monitor agent and customer … Continue reading 5 Ways Not Using Speech Analytics is Affecting Your Contact Center
