• The Power of Predictive Dialers for Sales Acceleration

    In the modern business world, sales teams no longer face the limitations of the past when it comes to following leads and closing a sale. Outside sales, also known as field sales, are often recognized as the classic, traditional sales method involving travel to meet with potential clients face-to-face-an ongoing practice that is, while certainly viable, time-consuming and costly...

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  • Supercharged Sales and Efficiency with a Predictive Dialer

    In a contact center, time is of the essence. Agents need to reach out to customers with great efficiency and yet make each interaction a quality one which makes the customer happy and loyal to the brand. Specifically, agents in charge of sales who routinely place outbound calls while pursuing leads need to make sure they are reaching the...

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  • Fostering Customer Loyalty and Retention

    In today’s competitive world, companies need to use many strategies to deliver great customer service and attract new customers. The rise of the omnichannel opened the doors for new, creative tactics in customer service and marketing while also presenting the very modern challenge of keeping a brand image consistent across all channels. With a little forethought, companies can effectively...

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  • 5 Steps for Improving First Contact Resolution

    When customers reach out to contact center agents for support, they are looking for quick and efficient answers. While agents normally strive to deliver the best service possible with first contact resolution, or FCR, there are a number of methods and behaviors extending beyond an agent’s interaction with a customer that can improve the overall experience for agents and...

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  • Using Intelligent Predictive Dialer to Grow Faster

    Contact center agents are faced with the uncertain task of reaching out to customers, often with the looming concern of a slow connection, hangup, or being directed to voicemail or a fax machine. As time and productivity are lost, so are potential customers when agents are aiming to make a sale. Numerous reports have found that up to half...

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  • Engaging the Customer With Video Customer Support

    With the abundance of different channels used nowadays for customer engagement, contact centers are challenged to keep up with the preferences and demands of their customers. While social media and live chat have gained popularity in recent years, research shows compelling facts about the best ways people learn and retain information: through visual, not just verbal, means. More than...

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  • Workplace Design is Key to Employee Motivation and Success

    Call centers are a dynamic environment and the hub of a company’s customer service department, with agents and managers working tirelessly to deliver on a brand promise day in and day out. Given the intensity of the job and the often nontraditional shifts agents and managers work, the call center needs to be a place where employees feel comfortable...

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  • Gamification in the Contact Center: A Motivator for Agent Success

    In the business world, keeping customers satisfied is indeed a major key to success. However, one should not ignore the fact that employee motivation plays a large role in creating customer satisfaction. In the contact center industry, agents play a significant role in fostering and maintaining customer satisfaction, and one of the major current trends in the industry focuses...

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  • Telemarketing: Time to Get Personal

    Have you ever answered a phone call from an unfamiliar number, only to have the person on the other end mispronounce your name? Chances are your guard came up, and your interest level went down. One of the most common reasons telemarketing calls fail is that they sound impersonal and are perceived to be nothing more than a hassle....

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