Overcome Business Challenges by Addressing the Call-Handling Process
Today, all businesses are under pressure to produce more, with fewer resources. While large enterprises have the means to invest in robust technology solutions, this has not always held true for the...
View ArticleEffectively Use Three Types of Response Tools in Ad Campaigns
Business owners and managers are facing a litany of new tools and technologies to improve business performance, generate more leads, and grow. Often though, they are not given good direction on how to...
View ArticleWhat is the Most Valuable Form of Lead?
It is pretty clear that the world of advertising is going to continue to move online, with digital options being more cost-effective, and with human nature driving people to the web. However, it is...
View ArticleThe Channels of Lead Generation Are Expanding – Are They Also Weakening?
Most businesses agree that building relationships is a key component to a successful sales organization. Yet, in this ever-growing digital age, internet-driven communications are becoming more...
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Tracking Leads Back to the Source to Prove Our Marketing Strategies
Business executives and their teams are tasked with compiling masses of data to be categorized, analyzed, digested, and reported to management leaders and boards of directors in every imaginable form....
View ArticleCapturing and Evaluating Agent Performance
Often agent performance is measured quantitatively in terms of the number of calls they take per hour, average call time, average processing time, and so on. However, it is important to evaluate the...
View ArticleHow Agent Performance Influences the Customer Experience
There are many factors that influence a customer’s experience when they interact with a contact center agent, and most of them fall directly under the agent’s control. An agent’s attitude, knowledge...
View ArticleFour Steps to Achieving Quality Assurance in Your Contact Center
Monitoring and measuring quality assurance, as it relates to the customer service and customer experience that a company delivers, is increasingly significant for companies as the business world...
View ArticleCreating a Quality Assurance Program Simplified: 5 Straightforward Steps
Creating and implementing a quality assurance (QA) program as it relates to the customer experience is a major undertaking for any company. Having said that, a QA program is what will thoroughly...
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Evaluating & Improving the Customer Experience in Call Centers
The customer experience is defined by the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include...
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9 Steps to Uncovering Business Insights on the Customer Experience Using...
As companies continue to build and improve the brand experience for their customers, they need to develop methods in tandem that will capture customer sentiment and provide the data that is essential...
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Use Call Tracking Insights to Answer These 8 Business Questions
Does this sound familiar? Track the results of every marketing initiative; all incoming leads, every sales call, and each customer experience. Most likely, your company, and possibly even you, are...
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Why You Should Monitor Your Call Center Agents, and Ways to Motivate Them
If you’re reading this, then most likely you and your company invest a significant amount of resources in the contact center, from infrastructure and technology to workforce costs and benefits. After...
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3 Vital Pieces Of A Solid Customer Experience Foundation
According to this infographic from Parature, it takes 12 positive customer experiences to make up for one negative experience. What exactly is the “customer experience” and who contributes to the shape...
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5 Ways Not Using Speech Analytics is Affecting Your Contact Center
Just seven percent of consumers report that the customer service they experience when dealing with companies exceeds their expectations. While 26 percent have experienced being transferred between...
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Use The Creative Process To Choose Vanity 800 Numbers
If you’ve worked with a graphic designer to create your logo, you’re familiar with the creative process. Logo creation isn’t a matter of simply selecting an image that appeals to you aesthetically....
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Two Reasons Television Continues to Reign As the Best Advertising Channel
With more and more people having the option these days to watch shows on their digital devices, it may seem as though television advertising is going the way of the dinosaur. After all, how can...
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How Your Corporate Culture Affects The Customer Experience
As a small or medium-sized business, your culture is unique. It affects how everybody views your company: employees, customers, and stakeholders. It’s the edge that makes customers choose you over your...
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Tuning In To Radio Advertising
These days, more and more companies continue to look for the most effective way to advertise, often debating whether a traditional television commercial would have just as much impact as a more modern,...
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Keeping Call Center Agents Happy: Why It Matters
Today’s savvy businessperson is learning more and more that the benchmark of a company’s success lies not in predicting trends or rising stocks, but in something much simpler: Customer Service. But...
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