July 21, 2014 - We recently heard about a tool that automatically generates blog topics, so we tried it out.
July 18, 2014 - Call center quality control – both for inbound customer service and order processing and outbound B2B lead generation and appointment setting – is an ethic and a process.
Few of us in the call center services industry – whether on the corporate side or on outsourced provider side – enjoy RFPs. They are difficult and time-consuming to write, respond to and review.
But they remain a call center services mainstay because they perform at least two critical functions: they help companies come to consensus on their call center priorities; and, of course, they enable the company to select qualified call center outsourcers for more in-depth examination and final selection. They also help call center vendors understand if they should, or should not, compete for the potential client’s business.
June 20, 2014 - Relying on a third party call center services provider to handle that most valuable of business interactions – talking, emailing and chatting with customers – requires a leap of faith that many customer services, sales, marketing and operations managers find difficult to make.
June 2, 2014 – When it comes to call center outsourced services companies, their product is their people. The kind of inbound call center customer services representatives you, the client, want and need depends on your product and your markets.
May 27, 2014 - At outsourced call center services companies, maximizing revenue through effective upselling and cross-selling techniques is a baseline skill that should be continually refined and improved.
May 23, 2014 - The foundation of successful call center services programs is agent training. The outsourced call center provider must be highly skilled at preparing customer service representatives for the client’s unique product or service offering, order processing procedures and customer support requirements.
