In today’s global marketplace, businesses must increase productivity, improve efficiency, enhance quality, and out perform the competition. Effective communication tools enable client service teams to focus on their core competencies while improving operational effectiveness and customer satisfaction.
Progressive Dialers vs. Predictive Dialers offer client service teams an effective and quality enhancing dialing Platform. Progressive
Dialing Platforms dial successive calls, but are more advanced and customized then old Predictive Dialer configurations.
Progressive Dialers are able to rapidly contact thousands of contacts in minutes, provide a customized message by contact, filter contacts by multiple data …

 
ANNOUNCING
The Latest Technology Test Drive
Here’s what you get for being a test driver:

3 months Free use of the telecommunications dashboard/management tool
1 of only 5 entries into the random drawing for a brand new ipad
Posted review from your company on our site (includes company name, location and link)

  One of the 5 participants will also win:
 A BRAND NEW IPAD!
(winners are randomly picked)
 
Try out a new telecom expense and asset management tool, designed to take telecom hassles out of your hands and  into the hands of able service providers with unbelievable ease! Control your locational spending, enter …

In the world of the call center, there are many ways to get things done.  The Automatic Call Distributor (ACD) systems work well, but there are times when the call is transferred back and forth as the question or problem is relayed to different agents time and time again.  This is time consuming and frustrating for both the agents and the customer who may get angry enough to hang up, potentially costing repeat business.  Customers call a company for one of several reasons: they call to place an order or …

In Part 1 of my 2 part series on outbound IVR for service companies and utility providers, I discussed how these companies are using outbound IVR for appointment reminders, to conduct customer satisfaction surveys and the benefits gained from utilizing outbound IVR.
In Part 2, I will discuss how service organizations and utility providers use outbound IVR to assist in sales and marketing.
Sales Acceleration
Businesses have found that advertising through direct mail, magazines and email no longer produces the results they used to.Do you open every commercial e-mail that you receive? Do …

Call Centers and Managed Service Providers
There are a number of reasons why you should use managed service providers to handle your call center needs, no matter what size your business is. If you want your business to grow and prosper, it is important to take every step that will let you do that, including outsourcing some of the routine or day-to-day tasks to an efficient, third party source that is better equipped to handle the volume of calls that you are expecting or hoping to have each month. For less …

 Using a telecommuting work force saves time and money for the company. It saves time and money for the employee. It saves the environment as well. Using a green call center has a large number of benefits and while there are those who call it the ending of the American work force, they should consider this: if the company cannot afford the high cost of overhead, it is going to close completely anyway. What happens to those jobs then?
 Simply looking at it from the company’s standpoint there are huge benefits …

 
I recently posted a question on Linkedin regarding using managed service providers versus owning equipment and managing it in-house and received some interesting responses.  I had thought that most of the responders would be passionately sharing all the reasons why they felt it was better to own and manage equipment in-house but instead, it seems, many of them are more in favor of hosted solutions.  My question and the responses I receive are posted below. 
“What are the best reasons and benefits to managing your own equipment onsite versus using a …

Outbound IVR for Service Companies and Utility Providers (Part 1 of a series)
Service organizations such as air conditioning companies and pest control companies and utility providers are finding Outbound IVR an invaluable business solution.  They have found that Outbound IVR can help them increase their customer contact rates, proactively communicate with customers which reduces inbound traffic to their customer service centers, increase sales, and improve results in their collections departments.  Outbound IVR solutions with the ability to conduct interactive customer satisfaction surveys lets service companies know if customers are not …

Working for some of the Top Call Center Operations, for the past 25 years, has afforded me the opportunity to gain a full understanding of those intriguing dynamics that help shape an efficient Call Center.  Through a series of industry best practices, I have seen some of the best kept secrets of “world-class” customer services implemented. These best practices have also been used to help manage industry service levels, abandonments, and the required agent talk times. Conversely speaking, I have also seen how agent attrition, agent call -ins, inclement weather, …

Imagine that you are a doctor with a busy medical practice.  Keeping your appointment slots filled and moving along is important, not only from a financial standpoint but in regards to the care of your patients as well.  An appointment time that is not filled is a time that could have been used by a truly sick patient.  When a patient leaves your office, they typically leave with their instructions, prescriptions and a follow up appointment date.  In the case of a sick person, some of this information may not …