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Call Center, Headline, Issue 1, Steve Cramer, Volume 5 »

[4 Aug 2010 | 10 Comments | 5,597 views]
MANAGED SERVICES: CALL CENTER – PART 2: DEATH OF THE PREDICTIVE DIALER

 
In our previous article on Outbound Dialers we briefly reviewed their functional development and the evolution of dialer features. We received many interesting emails regarding the article and insight into true user requirements.
It seems that despite technological improvements, regulations have limited the full functional capabilities of many Dialer systems. The restrictions have been focused mainly on the productivity features, limiting their main purpose.
To this end, what is the fate of dialer technology? From the feedback on our previous articles and direct client feedback, users are looking for options when it …

Call Center, Featured, Issues, Steve Cramer, Volume 5 »

[15 Jun 2010 | 13 Comments | 25,002 views]
MANAGED SERVICE PROVIDERS: CALL CENTER – DEATH OF THE PREDICTIVE DIALER

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 …

Call Center, Featured, Issues, Steve Cramer, Volume 2 Issue 2 »

[3 Feb 2010 | 3 Comments | 2,596 views]
MANAGED SERVICE PROVIDERS: BENEFITS OF AUTO CALL RETURN FOR THE MEDICAL INDUSTRY

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 …

Call Center, Issues, Steve Cramer, Volume 1 Issue 2 »

[12 Nov 2009 | No Comment | 2,482 views]
CALL CENTER: TAKE THE EXTRA STEP FOR CUSTOMER SERVICE

Imagine that every single person in your business feels like they are personally accountable for the satisfaction of every customer. Imagine how hard every employee would work in that case. Now visualize that there is a way that you can track not only the service calls but the service tech that handled the call, right to the last detail.
Monitoring Your Calls in the Call Center
 Envision a system of monitoring customer satisfaction via the call center. What aspect of the call that was not handled properly? Or at what point did …

Archive, Call Center, Issues, Steve Cramer, Volume 1 Issue 2 »

[11 Nov 2009 | No Comment | 1,809 views]
CALL CENTER: CUSTOMIZABLE SOLUTIONS BY MANAGED SERVICE PROVIDERS

The business that you have worked so hard to build up deserves only the best solutions for its every need. Those needs will continue to change as the business grows and must be as unique and self realized as the business itself. What your business needs to be at its optimum operations is different from what the business next door needs. What your business needs this month or this year is different from what it might need next year.
To address all of these needs, the business must find the right …

Call Center, Issues, Steve Cramer, Volume 1 Issue 1 »

[22 Oct 2009 | 4 Comments | 2,733 views]
MANAGED SERVICE PROVIDERS: MORE FLEXIBILITY IN YOUR PLATFORM

Hiring someone to handle the inbound and outbound calling for your company, no matter what size it is, can be a major problem. The more calls that are coming in, the more problems there are that can arise. This is especially true if you do not have enough staff to handle the volume of calls, adequately. Excessive wait times for service, dropped calls or overwrought staff can lead to substandard customer service, which is a major problem for any company, large or small. If you want to make sure that …