• Where is the Call Center Space Moving? Vocalcom Sounds Off

    The call center has always been an area of targeted growth, sophistication and enhancement. The direction in which the call center space is headed has been just as equally of interest to major players in the space trying to stay one step ahead in the game. As a provider of today’s most disruptive call center software, Vocalcom is constantly...

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  • What is a Hosted Predictive Dialer?

    In the past, we’ve covered the basics of what a predictive dialer is. In short, a predictive dialer cuts to the core of sales calls by quickly and efficiently identifying which customers are live and which are not, which leads to increased agent productivity, enhanced efficiency and a boost in sales. Now, it is time explore the hosted predictive...

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  • Your Customers Aren’t All in One Place – Neither Should Your Call Center

    Companies vary in size and specialization, but for so long, one thing remained the same – their customer approach. Now, customers have a number of possibilities for contacting a business thanks to advanced call center solutions. These touchpoints – video, Web chat, e-mail, social media, mobile and more – can be implemented by virtually any company looking to strengthen...

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  • Where Will Your Call Center be Three Years from Now?

    What does it take to drive your call center today? It requires going above and beyond traditional customer service and call center solutions, especially when considering digital and mobile engagement. In fact, recent research shows that today’s number of networked devices is equivalent to our global population, and that number is expected to be twice that of the global...

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  • Transitioning to a Multi-Channel Call Center Approach Isn’t Always That Easy

    Customers today continue to demand more – including more responsive service and in more ways than just voice. In fact, according to Econsultancy’s Multichannel Retail Survey, 39 percent of participants said that it is “very important” to be able to interact with companies using different channels. Engaging via a cross-channel interaction builds on customer behavior both past and current....

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  • Part 3 – Top Six Things You’re Doing Wrong with Your Telemarketing Strategy

    If you’ve been keeping up with this series, you’ll know that there are many ways that one’s telemarketing strategy can accidentally go wrong. So far, we’ve covered: lack of segmentation; letting data slip through the cracks; not letting your creative sparks fly; and improper staffing. Let’s jump right into our final two ways you may be jeopardizing your telemarketing...

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  • Part 2 – Top Six Things You’re Doing Wrong with Your Telemarketing Strategy

    Investing in comprehensive telemarketing software is only the first step to securing an unbeatable business strategy. In part one of this series, we discussed the first two things business managers could be doing wrong with their telemarketing strategies, including lack of segmentation and letting data fall through the cracks. To avoid these detrimental mistakes, it is vital to ensure...

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  • Part 1 – Top Six Things You’re Doing Wrong with Your Telemarketing Strategy

    Today, we live in a world of varying communication platforms – from Facebook to Twitter to video to Web chat – and that’s just a sampling. Although the multi-channel contact center is heavily driving the way customers choose to stay social, companies must still continue to invest in the good old telephone. Actually, for many customers, it’s their preferred...

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  • Top Benefits of Boosting Your Telemarketing Campaign

    In short, telemarketing campaigns are efforts funded by companies looking to expand their brand, lock in sales and secure business continuity, among many other important business objectives. Over time, telemarketing has received a rather unenthusiastic response – a telling sign of the ill-advised strategies and ineffective software being used today to smother customer engagement rather than spread it. Despite...

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