• Mobility in the Virtual Call Center

    The bottom-line is unquestionably important for any call center hoping to gain new customers and retain those that they already have. So, what can call center managers do to strengthen that bottom line? Simply put, know the difference between ease of experience and satisfaction, which often comes down to the experience customers have when they reach the call center....

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  • Navigating Next Steps in Call Center Software

    Whether working from a brick and mortar building or as a virtual call center agent, call center software has always been at the core of successfully helping agents do their jobs, making sure that customers and consumers alike receive the quickest and most helpful responses to their inquiries. More and more, social media is becoming the go-to solution for...

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  • UC & Collaboration Are Here to Stay

    While the telephone will never be completely replaced (well, actually, never say never), unified communications (UC) and collaboration technology – including video and social tools, as well as instant messaging – are quickly becoming vital call center solutions that help agents know as much as possible about a caller before he or she is even on the line. “Successful...

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  • Methodizing and Developing Cross-Platform Consistency

    Cross-platform consistency is paramount as the Internet-based world of commerce grows; it’s absolutely essential for companies in order to become increasingly accessible points of access. Cross-platform consistency will undoubtedly widen your company’s footprint; however, at the same time, you want everything to take off without a hitch. Your business’ cross-platform approach must be done wisely so that it doesn’t...

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  • Elevating the Awareness of Your Contact Center’s Ecommerce Strategy

    An important aspect of successfully running any kind of business is to take the occasional step back and look at the way things are running from an outside perspective. It’s easy for an enterprise to become stuck in a specific pattern, mired down by developing its business from what it has done in the past. (Even if past techniques...

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  • Getting a Firm Grasp on Customer Retention

    As the manager of a cloud-based contact center, we understand the volume of your concern over customer service. Of course, we also know the role customer retention plays in solving this equation. After all, effectively measuring and analyzing customer retention can prove to be one of most valuable ways that an enterprise can spend its time. In the simplest...

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  • Cracking Down on Customer Churn

    Customer retention is unquestionably a huge concern and one that should be under constant evaluation and scrutiny. For the call center manager, driving customer retention not only means boosting profit, but dodging the costly bullet of losing a customer to a competitor (as many veterans in the space know from experience, it’s cheaper to keep a client than to...

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  • What Does Your Contact Center Have Without Flexibility?

    Despite today’s slowly recovering economy, some companies are experiencing exponential growth. Just take OneTouch Direct (OTD), a company that specializes in expert direct marketing program development and call center solutions in both the consumer and B2B segments. A company with humble beginnings, OneTouch Direct started out with just one small call center located in Tampa, Florida – where the...

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  • The Secret to Faster First Call Resolution is No More

    Cost per contact (CPC) is the call center’s most volatile operating expense. The longer the average talk time, and the higher the number of times the customer must interact before getting a resolution, the more expensive the call’s resolution. It’s a relatively simple concept. CPC is also the metric with the most potential for improvement; therefore, the software that...

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