Many factors come into play in the success or failure of an outbound call, starting with good planning and preparation. Your telemarketing strategy must be thought out well in advance, re-evaluated, and modified over time. To do so, you will need to rely on Key Performance Indicators or KPIs.
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The terms contact center and call center are often used interchangeably. However, they are two separate entities and each manages different communication channels. Let's explore each of these points of divergence.
For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. No, landline telephone calls and emails are no longer enough. Consumer behavior has dramatically changed. People interact with brands via the social media channels like never before. Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center.