• 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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  • Virtual Call Center Industry Projected to More Than Quadruple – Are You Ready?

    When you think of a call center, what’s the first thing that comes to mind? You may imagine hundreds of employees in tightly packed cubicles with headsets strapped on – an idea supporting a detrimental stereotype of the call center as being impersonal and disengaging. But what happens when the call center is taken into the virtual realm? The...

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  • What is a Predictive Dialer?

    When it comes to the call center, the predictive dialer has proven that it’s worth its weight in gold…but what exactly is it and how does it work? The Importance of Predictive Dialers Picture for a moment a maze. Upon entering, you find yourself lost thanks to its abundance of paths and obstacles precluding you from reaching your final...

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  • Part 1 – What the FCC Hearing Means for Wholesale Carriers

    The playing field just got a whole lot more level for Internet Telephony Service Providers (ITSP) trying to acquire telephone numbers, thanks to a recent FCC ruling that attempted to address the need for speed innovation and competition in communications services. A few weeks ago, the Federal Communications Commission proposed to make it simpler and more seamless for innovative...

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