Category: Call Center Tips

Posted by: Frank Camp, July 26, 2012

Campaign Director Overview

To put it in simple terms, Campaign Director is a dialing platform. It is a technology solution that allows us to do what our business model sells, to make customer contacts and help our clients manage business relationships. Primarily we make outbound contact calls to customers for our clients and take inbound calls from customers for our clients. Different platforms have

Businesses wanting to outsource interaction center and BPO processes face a complex set of decisions as they design an approach to customer care and communication. Once a business has decided to outsource portions of their business, they must choose whether to use a domestic, near-shore or off-shore BPO provider. Each of these options has there

fix your call center

It Pays to Be Compliant What can you do with $210 million? Yes, it is a lot of money and there are probably 210 million ways you imagine spending it. Are regulatory fees and shelling out refunds on that list? Probably not. But that’s exactly what the Consumer Financial Protection Bureau is making Capital One

When companies review their customer service levels, they typically rely on data from traditional telephone channels. However, as the Internet Generation reaches maturity and preceding generations adopt the technologies that the Internet Generation grew up using, consumers are expecting companies to offer methods of support other than standard contact center numbers. Competitive companies are adapting

 Information from Openforum.com, originally posted on June 13, 2012 According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer: Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills

Posted by: Bucky Cline, July 5, 2012

Coaching Employees in the Contact Center 101

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as

Posted by: Greg Alcorn, July 2, 2012

Be A Coach, not a Supervisor.

We certainly did not know exactly what to expect with the CMRxchange webinar. Holly Czuba, George Simons and I accepted the offer to present a live session on coaching, communication and collaboration to an online audience of contact center professionals. George had the idea of taking each topic and asking a lead-in question to promote

Posted by: Bucky Cline, June 29, 2012

CRMXchange Webinar; Coaching with Style goes well!

Presenting at a conference takes a lot of work and planning. Not to mention the travel time. Fortunately, last week, President and CEO Greg Alcorn got to do it all from the comfort of his office. CRMXchange hosted a virtual contact center conference this week. Greg hosted a session titled “Coaching, Communicating and Collaborating Your Way

contact center consultants
Posted by: Bucky Cline, June 28, 2012

Learning Something New Everyday

As a kid, we had a dinner time ritual where my dad asked us what we learned in school that day.  At the time I found answering that question the hardest part of my day….and the most irritating.  [I could have taught a class in eye rolling.]  As a kid it was hard for me