Tips for Protecting Your Goldmine

Written by Frank Camp on April 12, 2012

Have you been considering an outreach program to your customers or prospects to tell them about your products or services but just aren’t sure about the customer experience? Good for you! In the wrong hands, that investment could disappear. What things should you consider before collaborating with an outsource contact center? What controls should they

5 Benefits to Outsourcing Your Contact Center

Written by Frank Camp on April 11, 2012

For businesses spanning all ranges of products and services, outsourcing works. A major area in which it works quite effectively is the two-way communication between your business and your customer contacts. Although there are other reasons for this type of outsourcing, here are five major reasons why contact center outsourcing works so effectively: 1. Cost

Inbound Customer Engagement ~ What’s Important to Our Clients? Metrics Measured.

Written by Frank Camp on February 24, 2012

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but

New FCC Limitations on Robo-Calls and Auto Text Messages

Written by Frank Camp on February 15, 2012

Today the Federal Communications Commission (FCC) approved new guidelines designed to limit the unapproved use of automatically dialed calls, or robo-calls, and automatic text messages. It also brings their requirements more in line with the Federal Trade Commission (FTC). The new rules were issued to close loop holes in the existing regulation that dates back

Metrics Measured in a Customer Service Contact Center

Written by Frank Camp on February 10, 2012
call center agents

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage for the client (i.e. a sales call versus a customer service call)

Common Outbound Metrics Measured in a Contact Center

Written by Frank Camp on January 24, 2012
contact center consultants

The Client Services team at GCS is charged with not only the overall, daily management of our programs, but also in keeping the pulse on what is important to our clients. Knowing their key metrics for success means we can focus on the right things internally to translate our results into what is most important

The 3 Biggest Mistakes in Membership Marketing

Written by Frank Camp on January 6, 2012

Are you in charge of fundraising for your non-profit organization?  Do you have a comprehensive outreach marketing plan in place or are you looking to start such a program.  Before you do so, read about the 3 Biggest Mistakes made in Membership Marketing. Not being relevant ~ What’s one of the worst things about marketing?

The Evil Micromanager. Or, when it’s OK to Micromanage…

Written by Frank Camp on August 22, 2011
call center outsourcing services

Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don’t agree? Check out the video in this post.

9 Tips for Choosing a Winning Event (Get the Most out of your Marketing Dollar by Attending the Right Conferences!)

Written by Frank Camp on July 5, 2011

It’s never too early to get psyched for the upcoming political season, even in a non Presidential election year. June 16-18 I attended the Campaigns and Elections “Art of the Political Campaigning” conference in Washington, DC. This three day session had a good cross section of Political Strategists, Candidates, Campaign Managers and Support Organizations from

Staying on Course with Strategic Meetings and Improving Successful Processes

Written by Frank Camp on June 28, 2011
contact center consultants

Twice a year we formally block out two days to evaluate how closely our daily activities are aligned with our strategic objectives and then make any adjustments to stay on course. In many ways it is a matter of concluding we need more of the same, just better. Last week we met again and laid out the specific