I will have the pleasure of attending the 2012 DMA (Direct Marketer’s Association) convention in Las Vegas, Nevada, October 15th and 16th. This is a huge event with over 10,000 marketers attending across all industries. The event also has hundreds of exhibitors as well spanning from ad agencies to email marketing agencies and fulfillment services.
Emotion Plays a Key Role in the Customer Experience You know that moment in the movie where the unexpected emotional moment occurs and tears of joy flow in the audience. The scene tugs at your heart string. Why, because everything came together in the production. Acting, directing, writing…. Everything reaches that climactic point through lots of coordination and coaching. No, the director didn’t just tell the actors, “go out there and make ‘em cry. Same with customer satisfaction.
The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.
Here’s an update on our sales and marketing activities. Over three months, we are attending five major conferences that have connections with call center services. At these conferences we have a booth for attendees to drop by, we advertise in their programs and we even presented at one conference. Here are the conferences: Utility Call Center Conference, International Bridge, Tunnel and Toll Association, American Public Transportation Association (APTA), Society of Customer Service Professionals and Association of State Highway Officials.
Every year, the Puerto Rican Day parade and celebration causes many streets and pathways leading to our GCS offices to close. To avoid problems in today’s routine, it is important to look out for those past disturbances caused by an annual event. Often in the first year of a contract, GCS has to rely on the results and schedules left by our predecessor. The challenges from working off someone else’s results are numerous. Since we often have to rectify issues like high wait times and low staffing, the old data is not always helpful. Often there are new employees, different schedules or simply the data was not completely accurate, on point or even recorded at all.
On April 27-30, Global Contact Services (GCS) attended the Society of Consumer Affairs Professionals (SOCAP) 2014 Symposium in Charlotte, North Carolina. The event featured keynote speakers, best practices discussions and workshops geared towards customer care professionals in the Consumer Packaged Goods, Retail and Direct Sale, Healthcare, Hospitality, Travel & Tourism and Automotive industries. As a first time exhibitor, GCS’ was able to meet and converse with many customer-driven organization made up of vice presidents, directors, managers and supervisors of customer care and customer affairs professionals. Their mission is to develop successful business strategies in the customer care arena through the use of various educational tools and networking opportunities the organization offers.