Telemarketing

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had…

The role of AI in the contact center has been a topic that has been brewing in the industry over the past year. The trend I have been seeing is senior executives, senior management, or even the people in charge of budgeting saying, “Let’s just hand this over to AI”…

Image from MIT Review and GETTY Brian Pokorny had heard of AI systems for call centers before. But as the IT director of Otsego County, New York, he assumed he couldn’t afford them. Then the pandemic hit, and the state governor ordered a 50% reduction of all government staff, forcing…

Josh O’Farrell of Spearline shares some of the biggest struggles that industry professionals face in day-to-day contact centre life. The role of a contact centre agent is varied and, at times, difficult. They are expected to answer calls and emails, deal with customer queries, provide product and service information, set…

No matter what market your company operates in, there’s an incredibly high chance that it’s saturated with competition. In fact, it’s likely that your customer service is the key aspect of how your organization differentiates itself from competitors. So, with 2020 here and a new decade full of challenges, goals and achievements,…

This post was originally published on Fonolo’s blog as “Contact Center Trends in 2020”. Everything from the way we shop to how we listen to music has changed in the last two decades. This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In…

Scott Budding of Business Systems gazes into a crystal ball to predict how the contact centre industry will continue to develop in 2020. Focused Digital Transformation Blending of front and back office customer-facing processes was a topic of discussion for 2019, and something that will continue on into 2020. At…

What happened: Vancouver-based Telus is using debt and equity to finance a deal to buy call centre company for $1.3 billion Why it matters: The latest deal comes just weeks after the telecom giant acquired security firm ADT for $700 million  Telus Corp. (TSX:T) is dishing out $1.3 billion to…

By Colin Taylor (originally posted on the Taylor Reach Blog) We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal…

We share some best practices for creating on-hold messages that will reflect your brand and better the customer experience.  Set Expectations in the Customer Greeting Before the customer enters the call queue, it is good to have a system that tells them of the average wait time, according to Steve…