call center

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Top 4 Reasons to Outsource Your Contact Center Customer Service Needs

Contact Center services are typically an essential part of any thriving business. Customers who are upset, happy, frustrated, or even curious still prefer to hear another person’s voice on the phone to listen to them and assist them in resolving their concern or need. A customer’s experience with your business, or contact center team

Tips To Drive First Call Resolution

There are a great number of approaches to refining customer interactions and customer experiences but not all of them positively affect the bottom line the way FCR does. For those unfamiliar, first-call resolution (FCR) is an extremely important contact center metric and key element of customer relationship management. The term is self-explanatory: a contact

7 Tips To Successful Recruitment During & Post COVID

In a 2019 study, organizations adept at hiring talent also had two times better profit margins than those that were less capable in recruitment. The reason why recruiting remains so powerful is that if you don't bring in the right players, the other operational functions suffer. When those departments suffer you diminish the company’s

What’s Your ROT (Return on Trust)?

As leaders we are preprogrammed via our education and experience to constantly measure and manage activity results. Looks to make a new capital investment? Let’s perform a cost/benefit analysis. Need to assess the effectiveness of one of your business strategy? Calculate the ROI – Return on Investment. If your can’t measure it, it doesn’t

Why Businesses Should ‘Opt-In’ For Outsourcing Their Business Needs

2020 has been one crazy year and it’s only half way over at this point. In many ways it feels Apocalyptic. We’ve had extremely disruptive issues with the impacts of a pandemic, racial tensions, riots, solar flares, Sahara Dust and who knows what’s next. I think it’s either Locust or Frogs? When I see

10 Powerful Open-Ended Sales Questions To Get Prospects Talking

Do you remember your first sales presentation or call? I do! It was a call selling subscriptions to the Fort Worth Star Telegram. I remember the DOS system, the dialer, and my utter fear. I remember praying that no one would answer the phone. My first call, actually calls, were terrible. My idea of

2020’s Top 4 Sales Prospecting Tips

Most sales people are constantly searching for new ideas to take their prospecting game to the leading-edge in 2020. If that’s you then I have good news for you! I researched a ton of tips and techniques being used out there today and crafted you a list of the 4 top sales prospecting tips

8 Reasons Virtual Agents are Superior

Selecting a contact center to outsource your vital functions like sales, customer service, help desk or back office support can be a daunting task. I like to keep things really simple. The nuts and bolts of what a center is provisioning is twofold. They really provision technology and people. What you want is a

7 Tips for a Healthy Work At Home Routine

More people are working from the comfort of their own home than ever. For many this will become a permanent change. As different industries and organizations realize that having a remote workforce is possible and productive numerous people will never go back to the ‘old way’ of working. As exciting as that is there

5 Benefits of Outsourcing Customer Service

Many businesses hesitate when it comes to outsourcing customer service to a call center. Let’s start by making one thing clear. It’s not all apples to apples. Outsourcing is only as good as the quality of the call center you use. You wouldn’t go to McDonalds expecting to get a five-star filet mignon. Not

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