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24 November 24, 2020

5 Must-Have KPIs For Telemarketing Campaigns

2020-11-24T12:51:30+02:00

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.

5 Must-Have KPIs For Telemarketing Campaigns2020-11-24T12:51:30+02:00
23 November 23, 2020

The FDCPA and the (Un)forbidden Fruit of Omnichannel

2020-11-24T13:00:15+02:00

No doubt, the debt collection industry is entering a new era. The 2020 FDCPA update represents a major paradigm shift for the US debt collection industry and for the 8 000+ nationwide firms.

The FDCPA and the (Un)forbidden Fruit of Omnichannel2020-11-24T13:00:15+02:00
17 November 17, 2020

What is the Difference Between Call Centers and Contact Centers?

2020-11-23T14:42:24+02:00

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.

What is the Difference Between Call Centers and Contact Centers?2020-11-23T14:42:24+02:00
9 November 9, 2020

The ABC’s of Implementing Social Media Within Your Call Center

2020-11-16T16:10:07+02:00

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.

The ABC’s of Implementing Social Media Within Your Call Center2020-11-16T16:10:07+02:00
30 October 30, 2020

How to Improve Call Center Customer Service

2020-11-24T12:14:41+02:00

As early as 2020, customer experience is predicted to overtake both product and price as the key brand differentiator. What you need to do to improve call center customer service is having the right tools, caring for your customers and empowering your agents.

How to Improve Call Center Customer Service2020-11-24T12:14:41+02:00
23 October 23, 2020

Exploring the Magic of Amazing Customer Service: Shep Hyken

2020-11-06T10:28:06+02:00

This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!

Exploring the Magic of Amazing Customer Service: Shep Hyken2020-11-06T10:28:06+02:00
23 October 23, 2020

VIDEO: What’s the Job of the Contact Center?

2020-10-23T11:41:13+03:00

This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!

VIDEO: What’s the Job of the Contact Center?2020-10-23T11:41:13+03:00
23 October 23, 2020

VIDEO: How to Reduce Friction and Help People Do Business with You

2020-10-23T11:41:07+03:00

This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!

VIDEO: How to Reduce Friction and Help People Do Business with You2020-10-23T11:41:07+03:00
23 October 23, 2020

VIDEO: Do Chatbots Improve Customer Experience?

2020-10-23T11:41:03+03:00

It’s time to decide: do chatbots improve customer experience? We asked Shep Hyken, customer experience expert. He says yes, but there’s also a more complicated answer that has to do with how you actually use and program the chatbots for your particular business.

VIDEO: Do Chatbots Improve Customer Experience?2020-10-23T11:41:03+03:00
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