Social media provides customers with a direct way to connect with your company and brand but are you responding to direct messages (DMs) and post comments quickly enough? Let’s look at how customers are using social media to contact businesses and how businesses must adapt to respond. Whether it’s questions about products and services or… Read more »
Lead. Prospect. Potential Client. Shopper. It all starts here. No matter the title, customers are a crucial lifeline for any business, and for many companies, attracting (and qualifying) quality customers through lead generation is a top priority and challenge for marketers. A successful marketing campaign can produce a substantial amount of leads. Turning over a… Read more »
Finding qualified, reliable and trustworthy employees is essential to every business for several reasons including fraud and theft prevention, data security, and safety. Background checks, criminal record checks, education verifications, and credit inquiries are just some of the many factors that go into adequately screening potential employees. Despite the importance of employee screening, many businesses’… Read more »
As we move into the business reopening stage of the COVID-19 pandemic, companies in virtually every industry are facing new challenges in how they manage customer and prospective customer calls. Although many companies were able to function throughout the COVID-19 crisis, rules permeated by states and cities sending their populations into lockdown are experiencing different… Read more »
Popular and effective, pay per call campaigns are a favorite of expert marketers who want to track their success. They use them to drive online sales and leads through digital channels in the most cost-effective way. Due to the increased volume of calls that accompany pay per call campaigns, businesses that deploy them often partner… Read more »
Now that you have decided that having a dedicated call center is right for your business, the next point of consideration is where it should be located: onshore, nearshore, or offshore. Your decision will likely be impacted by the industry your business is in, your budget, and the needs of your customers. The location you… Read more »
Customers and potential customers who visit your website want answers to their questions as quickly as possible. If they have to wait for you and your staff to answer by email or phone, you may lose business in the process. Live chat is a web-based service that allows businesses to communicate, or chat, in real… Read more »
One of the most important tasks in call center management is utilizing Key Performance Indicators (KPI) to gauge the success of staff in their call answering and problem-solving capacity. These call center metrics are measurable values that show the level of effectiveness of your team in achieving the goals you set. Call Center KPIs Research… Read more »
Even though all companies doing business with residents of the European Union (EU) will need to comply with its General Data Protection Regulation (GDPR) by May 25, 2018, most will miss that deadline, according to a recent survey of corporate tech decision makers conducted by Crowd Research Partners. The survey also found that only 7%… Read more »
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelou First impressions can make or break a customer relationship. When your initial opportunity to connect with a customer happens over the phone, certain standards need to be… Read more »
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