Telemarketing

In Colin Taylor’s recent article, “Resolving The Riddle Of Retention,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a…

Washington, DCDecember 6, 2018Ian Scott, Chairperson and Chief Executive OfficerCanadian Radio-television and Telecommunications CommissionCheck against delivery Good morning. Thank you for that kind introduction. I’m pleased to be here with you today.For those who don’t know, the CRTC is an administrative tribunal that regulates and supervises Canada’s broadcasting and telecommunications…

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and…

The Net Promoter Score (NPS) is being viewed as a “very important” metric by fewer and fewer contact centres, with only 32.8% of our industry professionals now thinking of the metric in this way. These results were found in our annual survey “What Contact Centres Are Doing Right Now –…