…The Right Call…

To put it in simple terms, Campaign Director is a dialing platform. It is a technology solution that allows us to do what our business model sells, to make customer contacts and help our clients manage business relationships. Primarily we make outbound contact calls to customers for our clients and take inbound calls from customers for our clients. Different platforms have [...]

Businesses wanting to outsource interaction center and BPO processes face a complex set of decisions as they design an approach to customer care and communication. Once a business has decided to outsource portions of their business, they must choose whether to use a domestic, near-shore or off-shore BPO provider. Each of these options has there [...]

Are you having trouble deciding what your company should outsource?  Here’s one really quick way to decide. Decide What Functions Your Company Should Outsource 10 minutes will help you decide what business functions to outsource.  Make a list of your business functions. Reorder your list of business functions in order of “Most Critical“.  (i.e. Item number 1 [...]

 Information from Openforum.com, originally posted on June 13, 2012 According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer: Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills [...]

Presenting at a conference takes a lot of work and planning. Not to mention the travel time. Fortunately, last week, President and CEO Greg Alcorn got to do it all from the comfort of his office. CRMXchange hosted a virtual contact center conference this week. Greg hosted a session titled “Coaching, Communicating and Collaborating Your Way [...]

The contact center industry is constantly changing due to the intermittent churning of technological advancements and newfound customer needs. Whether you’re new to the industry or a seasoned pro, at some point or another, you will have to learn some new things. And enhancing your knowledge can help you become a better performer and a contact center rock star. Start by trying out different techniques on your calls [...]

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 [...]

For businesses spanning all ranges of products and services, outsourcing works. A major area in which it works quite effectively is the two-way communication between your business and your customer contacts. Although there are other reasons for this type of outsourcing, here are five major reasons why contact center outsourcing works so effectively: 1. Cost [...]

Everybody is connected to the actor, Kevin Bacon. You may be familiar with the “six degrees of separation” theory that says it takes just six personal associations to reach anyone in the United States. For example, I know someone, who knows someone I don’t know, who knows someone else, who knows someone, who knows Kevin [...]

A rose by any other name is still a rose. A complaint, however, by another name can be an opportunity. Complaints come in many forms. Forms such as valid, invalid, minor, major, resolvable, irresolvable, an excuse, avoidance, a lie, a response to an untruth or exaggeration or just a cry for help. Complaints are often [...]