• The Evolution of Telemarketing

    Telemarketing – a marketing method in which a salesperson solicits prospects to invest in a company’s product or service – has experienced quite the journey over recent years. This strategy continues to dominate the marketing landscape; however today, robust telemarketing software coupled with innovative customer engagement techniques have worked to completely re-imagine this approach. Telemarketing: Across the Years During...

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  • Is Your Contact Center a Social Butterfly or a Wallflower?

    Today, customers are pinning, “liking,” re-tweeting and more – all which are opportunities for the contact center to penetrate its clientele and secure sales. Salesforce.com Senior VP, Dave Kellogg, reports that social media adoption in the contact center is currently at an approximate 19 percent and is expected to grow about 23 percent in the next 12 months –...

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  • 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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