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Are You Hindering or Helping the Call Center Achieve Your Goals?

Not too many years ago, the call center business was perceived as a master-slave relationship. The client told the call center what to do and it was done. The call center was viewed as a necessary evil rather than a key contributor.  Thankfully, the relationship has shifted to a mutually beneficial partnership. The call center business has become complex. Clients, internal and external, need to rely on call center experts to manage the day to day operations and get the work done right…the first time. The client is an expert on their product, the call center is an expert on [...]

By | March 20th, 2018|

5 Benefits to Nearshore/Offshore Outsourcing

Over 20 years ago, offshore outsourcing of call centers became a popular solution to high labor costs. Many jobs at home were eliminated which created large scale ill-will and language challenges, but brought knowledge, access, and influenced customer preference. There were legitimate concerns and even though it was cheaper, the total cost could not be measured in dollars. Fast forward two decades and there has been a shift in thinking and experience.  Some of the challenges of the past are now manageable. With new call center solutions, we are better equipped to address challenges and capitalize on the benefits of [...]

By | March 14th, 2018|

Dialing Up Success: Is Free Really Free? Six Questions to Help You Decide

From the time I was small, I can remember hearing, “Nothing is free.” You have heard it too and more often than not, in all walks of life, it’s the truth. Free is not free and we don’t always invest the time to discover the real cost. In business, we have to choose how to allocate our budgets.  Often there are more demands than dollars, increasing the importance of determining value when considering price. What is the most expensive part of your business?  Is it the predictive dialer?  The media?  The sales agents? Estimates indicate that for most businesses, at [...]

By | March 6th, 2018|

Participate in Our LeadsCon 2018 Ease of Use Challenge

We're just around the corner from LeadsCon 2018. This event will be held on March 5-7 in Las Vegas. Come by and see us at Booth #218 and participate in our very own Ease of Use Challenge! If you are attending the conference, we personally invite you to take part in our challenge where attendees will have the opportunity to test out our cloud-based platform. With no training at all, we’d like for you to see how easy CallShaper is to use. Each person that completes the list of questions will qualify to win a FREE Wireless Headset! [...]

By | February 28th, 2018|

The Importance of TCPA Compliancy in 2018 and the Fines Paid When Violation Occurs

When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages. Fast-forward to 2018 where the CDC reported that 50.8% of American households are now wireless only when it came to phone service. Research also states that 95% of Americans own a cellphone. This significant increase in mobile device ownership and the sharp decrease in landlines provided a huge opportunity for telemarketers to launch unauthorized campaigns. To this regard the TCPA [...]

By | January 14th, 2018|

Top KPI’s Needed to Run a Productive Call Center

Operating a productive call center is best measured in key performance indicators (KPIs) to assess the effectiveness and efficiency of the agents, their processes and the call center software. KPIs are defined as measurable values that demonstrate how effectively a company, department, team or individual is achieving business goals. Before managers select the most relevant KPIs for their call center, they must first identify which KPIs line up best with the corporate strategy and business objectives. Then with the overall company goal in place managers are able to make informed decisions on the accurate KPIs needed to track performance. [...]

By | January 14th, 2018|

FIVE Issues Facing Call Centers in 2018

In today’s modern business environment the digital transformation has reshaped the global economy through artificial intelligence and cloud-based platforms that enable customers to communicate with businesses in a real time basis. This new way forward has forced traditional call centers to overhaul their legacy call center systems in order to remain competitive in the global call center marketplace while maintaining customer expectations that are constantly evolving. The five challenges call centers face today include a mixture of traditional problems combined with issues associated with the digital transformation and web-based call center software. Legacy Call Centers Systems: Outdated infrastructures require [...]

By | January 14th, 2018|
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