News You Can Use
Who Wants to Improve Employee Engagement?
The answer is everybody wants to improve employee engagement.
Employee engagement is the extent to which employees feel passionate and committed to their work. It can’t be overstated. It has proven to increase production, efficiency and reduce turnover.
Sound familiar? These pain points are the major challenges for call center leadership.
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The Enduring Value Of Conversation In A Digital World
As Ecommerce and digital technology have proliferated, the frequency of customers talking with a live person during the sales and product support process has steadily declined. It seems that conversations with customers have increasingly been deemed an unnecessary expense that should be minimized whenever and wherever possible. The reduced labor and overhead costs of fewer customer conversations can easily counted, but the resulting impact on customer loyalty and growth are rarely measured or understood.
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Why Telesales Outsourcing is No “Clowning” Around
Telesales Outsourcing is More Difficult when the Calls are Targeted to a Finite Group of Suppliers. I have had the benefit of leading a telesales project, which targeted clowns and other types of party suppliers. I’ll tell you that these suppliers are as much of a riot under the tent as they are over the phone. That said, calling clowns isn’t easy.
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Building A Business Case For Contact Center Change
Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In general, the executive team determines the budget, the marketing group owns the customer relationship, and it is up to the contact center to accommodate the needs, goals and objectives of these internal teams, as well as serve the customer. The internal teams rely on the contact center to continuously improve customer satisfaction, attain upselling goals and other KPIs, while also working to reduce operations costs—it’s a big ask.
Why Use Call Monitoring in Your Contact Center
What is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.
How To Write An Outbound Telemarketing Script
So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be. Now you need to develop a message for your telemarketing staff to effectively convey on your behalf…You need a telemarketing script. But what does that look like?
Mississippi Allows Business Numbers On State Do Not Call Registry
Mississippi recently adopted emergency rules modifying its Telephone Solicitation Act. The most notable change is that businesses may register their numbers on the state’s “No Call List.” Entities making business-to-business telemarketing calls must suppress calls to numbers on the state’s No Call List unless an exemption applies.
6 Tips To Spot Phishing Attack Emails
Phishing attacks could be compared to actual fishing. The scammer creates an email that includes an enticement, essentially baiting the hook. Their next step is to send the email out to thousands of individuals, casting the line. Finally, they wait for an unsuspecting person to take the bait and reel them in, attempting to collect some form of protected information or possibly even payment. This modus operandi or method has been around for a long time as it continues to prove highly successful for the malicious actor. Prior to computers, phishing scams were accomplished through phone calls, direct mail, or even face-to-face contact. However, over the last couple of decades, digital scams have allowed for casting of a much wider net as well as improved anonymity, which means the criminals are harder to catch. Therefore, it falls on the end user to be vigilant regarding their online activity and email usage.
Tips To Improve Quality Monitoring
We monitor calls to ensure that minimum quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities, but also for detecting what is working and cascading it to the entire team.
Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. Omni-channel quality monitoring is an essential process to ensure that customers receive an exceptional customer experience no matter how they choose to interact with your business.
Using Shared Intelligence To Enhance The Value Of Knowledge ManagementSuccessful knowledge management (KM) programs focus on measuring, tracking, and optimizing the delivery of value. But how do you link your KM capabilities and activities to specific business outcomes?
KM-savvy organizations define a framework for understanding KM value, review KM system and business analytics, and use a shared intelligence model to provide actionable insights for driving KM effectiveness. Let’s take a closer look.
Engaging Remote Sales Agents In Outsourced Call Centers
The workforce continues to globalize. The ability to work from anywhere certainly has not lost its appeal in the last few years. Technology has made it possible for outsourced call centers to leverage a remote workforce both effectively and efficiently outside of traditional offices, which is great! Outsourced call centers gain a distinct advantage of being able to hire from different cities, gaining access to additional talent pools, decreased overhead costs and increased employee satisfaction.
The Four Pillars Of Customer Experience
A colleague of mine recently sent me the Temkin Group Insight Report on Customer Experience in the U.S., and it has been quite the eye-opener. The Temkins Experience Ratings report is a cross-industry, open standard benchmark of customer experience. To generate these ratings, the Temkin Group asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries. I found the entire report fascinating, from start to finish. As a customer experience and contact center consultant, I understand the importance of CX but I also understand that many companies still have a long, long way to go.
Protecting Your Privacy
Data breaches are all too common now-a-days. Personal privacy on the web might be less secured; however, malicious software apps, viruses as well as phishing scams are growing in numbers causing identity theft becoming frequent.
With new released announcements from Federal Trade Commission as part of the Privacy Awareness Week (PAW), PAW has fostered the importance of protecting personal information.
How To Be Authentic If You Are To Lead A Team Honestly
“Do as I say, not as I do.” Know any leaders like this? Probably. You may even be one yourself without realizing it. For instance, if you routinely urge your team members to stay late to finish a project, but you head out of the office right at closing time to go bicycling, your team members could become resentful and lose trust in you. Similarly, if you scold your team members for taking breaks that are too long but then turn around and take three-hour lunches most days, it could be bad for morale.
What Is Quality Assurance?
Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained.
5 Ways To Prepare For A New Era Of Customer Experience
Based on the input of numerous CX leaders and an evaluation of over 200 CX initiatives, 5 main conclusions emerged about what it takes for your organization to drive positive business outcomes through CX. The 5 main conclusions from the study are telling, and well-aligned with what we’re observing in the market today.
Can Artificial Intelligence Remove Call Center Human Representatives?
While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. Even though it might seem as though androids and artificial intelligence might soon replace humans in certain jobs and industries altogether, the truth of the matter is there are some tasks automated processes will never be able to accomplish with the same results or general efficiency when the job is done by a human being.
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Why Social Media Is Your Most Powerful Customer Relationship Tool
Technology has offered us many ways to gage customer experience and adjust business practices in response, but not until social media have we had access to such unbiased, real time consumer responses. Consumers can like us, rate us, and often make or break us based on their online assessments of our businesses.
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How to Calculate Call Center Outsourcing Cost: Outbound
Call centers price their services in a myriad of ways, but the two primary cost structures are “per hour” and “per minute”. Outbound call programs are typically priced per hour. Inbound call handling programs are priced hourly, if the team of call center agents are dedicated to the client, or per minute if the call center agents are shared with other clients. In this article, I’ll share how to calculate call center outsourcing cost for outbound calls.
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B2B Telemarketing Lead Gen Scripts In Technical Industries
B2B telemarketing lead generation and appointment setting is challenging. Add to that a target demographic that is highly technical and you will soon find out why writing the best call guide is critical to qualifying sales leads. At QCS, we are experts in creating a dynamic call guide that not only engage your technical demographic but will also generating high quality sales leads that will provide your organization with a positive ROI.
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New Technology In Your Contact Center? Consider This…
Modernization is a clear trend in the contact center world. But, as we all know, adding new technology starts with a thorough search, careful selection and effective implementation of the chosen technology. Having served many clients over the years who were starting from the same place, we’ve put together some of the basic decisions and considerations you will face as you embark on this journey.
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Telemarketing Appointment Setting Testing, Testing, 1…2…3
Telemarketing appointment setting can be a game changer for any sales team. Appointment setting allows your sales experts to focus their time more efficiently with customers and clients who have already expressed some level of interest. Of course, they likely already have a book of business to work through, but what comes next?
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The 3 C’s Of Outsource Vs. In-House Call Center Options
Making the determination on whether you should use or continue to use an in-house call center versus an outsource call center is no small decision. I’ve found that there are three primary factors that should be considered as you evaluate call center options, and whether a teleservices program would be best suited for an internal department or outsourced.
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Here’s Why Automation Will Never Destroy The Need For Customer Service Labor…
In contact centers, many pundits have predicted that AI and various other technologies will destroy contact center jobs, much like robots are destroying manufacturing jobs. But frequently, the reality of the marketplace is much more complex than what the talking heads claim. PACE itself has a member that is on the leading edge of blending AI as both an assistant, and replacement for, contact center agents.
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Telemarketing Appointment Setting Best Practices: Part 3
All outbound telemarketing appointment setting professionals know that the third key component of success is the list that you are calling. In this 3rd part of this series on telemarketing appointment setting, I’ll share my experience with curating the best outbound call list.
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Will Video Conferencing make you regret referring to your contact center as ‘multi-channel’? Consider these issues.
As much as the contact center world is deploying AI and bots, like any other business, to optimize its operations with existing humans, or someday replace them, there has been a parallel, a growing body of practice that's known as "Video Customer Service" that is quietly changing our industry.
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Telemarketing Appointment Setting Best Practices: Part 2
There is a fine line between selling an appointment and diving too deep into selling the product or service that you’re setting the appointment to discuss. A successful telemarketing appointment setting program provides just enough information to peak the prospect’s interest, without putting the telemarketing agent in a position where they have so much information that they are tempted to go too deep in the appointment setting call.
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How To Determine Inbound Service Level Goals
Determining inbound service level goals is one of the most important factors for anyone responsible for the inbound call center function. Determining the right inbound service level goal is not straight forward. A study conducted by AT&T 30 years ago determined that 80% of calls should be answered in 20 seconds or less.
Telemarketing Appointment Setting Best Practices: Part 1
Telemarketing appointment setting is a cost-effective way to use less expensive people resources to set appointments for your salespeople. The best telemarketing appointment setting initiatives have many things in common.
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Avoiding The Pitfalls Of Cloud Contact Center Implementation
Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company.
But with so many variables and configurations involved, identifying your contact center needs can be a tricky process. Many clients, vendors, and even consultants get caught in traps during the design and implementation phases. Here are the cloud contact center implementation pitfalls to avoid and the best practices executives need to craft solutions that meet your company’s needs.
Stop Guessing And Start Acting With Artificial Intelligence
It seems that more and more everyday processes and jobs are starting to include a measure of automation, where there’s less for flesh-and-blood humans to do a specific task to be completed. That’s most certainly become apparent when it comes to call centers. With that in mind, you should know there’s much to be gained when you harness the power of AI and people rather than let it become a source of anxiety.
The Anatomy Of Security Phishing
With this brief, we will be discussing six of the most common phishing attacks.
Caught In The Cross-Fire: Contact Rates Continue To Decline
Recent initiatives spearheaded by the FCC, intended to combat robo-calls, are accidentally blocking legitimate calls from companies innocently trying to reach their customers.
Important Forecasting Considerations For Inbound Contact Solutions
It’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.
The IPaaS Revolution: Call Centers And Next-Gen Integration Tools
Robocall and the Contact Center Industry
Sometimes, it is difficult to tell the difference between a reliable telemarketer and someone who uses the phone to lure callers or promote hateful messages. In this age when almost everyone has a mobile phone, robocallers can follow consumers wherever they go. They can attack them in just one click.
Why Purchasing Refurbished IT Hardware Can Be Good for Business
Today's refurbished IT hardware, when understood correctly, is none of those things. In fact, most has been inspected for full functionality, cleaned and repaired if needed and upgraded to current specifications and software needs. Assuming that refurbished hardware has been used regularly for a few years is also incorrect. Many of these items have been used on short-term lease projects, in asset recovery or are returns from customers who decided not to keep the products.
Continuous Process Improvement: A Part of a Call Center's DNA
No matter what industry your call center is in continuous process improvement, a method of continually redesigning business protocols for increased efficiency is a vital cornerstone of business excellence. CPI can turn a struggling company into a major competitor in whatever industry your business is in. By systematically reviewing current company procedures and introducing incremental changes, you can provide the foundation for a breakthrough.
Don't Ignore Reality: Employee Engagement Begins in Agent's Pockets
Depending on the pundits you read, we have a crisis in employee engagement in the American labor force. Gallup reports that only 1/3 of all workers in the American economy report feeling "engaged" at work. Within the call center industry, surveys like McKinsey's show that it's actually much worse.
3 Ways Call Center Quality Improves With Artificial Intelligence
The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier to collect insights captured by those calls or text-based chats, but Artificial intelligence (AI) is one that has proven incredibly valuable for the call center sector. AI is an especially powerful tool regarding improving and maintaining quality levels in your customer interactions.
Whose Job Is It Anyway?
Who is responsible for the customer experience (CX) in an organization? While your average contact center agent has a responsibility to ensure customer satisfaction, agents alone cannot control the entire brand experience of a company. The brand experience includes elements such as product quality, marketing and sales, technology, and retail shopping experience.
The Best of Both Worlds Is Required, But It Is PEOPLE Who Add More Value
“Integrating HI + AI into daily contact center business operations has the potential to reshape the workplace and provide beyond belief opportunities for growth.”
Worthwhile Work = Success At Telemarketing Agencies
I can't tell you how many times per week I get a telemarketing call and before the call is completed I find myself shaking my head. I shake my head because so many telemarketing agencies engage in practices that harm our industry. There is a stigma that is associated with the telemarketing industry and that stigma exists primarily because of a small number of companies that have no regard for poisoning the well for the rest.
Chatbots Are Useful, Not Powerful!
Today's world is strangely divided when it comes to views and belief systems involving artificial intelligence. This is not a new thing, as new ideas have always been regarded with skepticism and distrust until they take hold in society. Even the first automobiles were thought of as little more than toys that would never gain a foothold in society.
The 7 Habits Of Highly Effective Call Center Management
The 7 Habits of Highly Effective People by Stephen R. Covey is nothing short of iconic and is a staple on bookshelves of leaders everywhere. There are lessons to be learned by anyone that chooses to pick up the book. I was recently thinking about this book and wondered how I would change the lessons if I was making the list specifically geared towards managers that work in call center services.
The Right Call Center Location: A Guide For Evaluating Cities And Countries
There's a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here's what you need to know.
Worried About Employee Engagement?
Are You Getting It Wrong From The Start? Start Talking “People” Instead Of “Seats”
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