Did you have a Johnny Stratton in your high school? Johnny went to my high school. He could do everything. He played four sports and was a star in all of them. He played the trumpet in the band, was class president and dated the prettiest girl. To top it all off, he was, and still is, a really nice guy. Johnny [...]
Have you been considering an outreach program to your customers or prospects to tell them about your products or services but just aren’t sure about the customer experience? Good for you! In the wrong hands, that investment could disappear. What things should you consider before collaborating with an outsource contact center? What controls should they [...]
I read a couple of articles this morning that got me to thinking about the nature of the Customer Management Representative position. I’m going to suggest that the CMR has one of the most difficult positions at the interaction center. The two articles I read this morning re-enforce my position. First, CMR’s on outreach campaigns [...]
Our business has changed recently. We are winning and growing more customer service and business process outsourcing (BPO) programs and refining our outbound programs to be more customer friendly. I wrote last week about a major retailer that contracted with us to take supply orders by phone and post those requests to their order entry [...]
Improving Corporate Communications (Tips to Implement at Your Contact Center)
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