Call/Contact Centers

How to Do Telemarketing Without Getting Sued
May 27, 2015

The Federal Communication Commission's (FCC's) heightened focus on "robocalling" has become fertile ground for class action lawsuits, with many marketers and advertising agencies wary of liability. Under the Telephone Consumer Protection Act of 1991 (TCPA), individuals have had to provide express consent to receive certain types of calls from marketers and have the right to tell companies to stop calling.

Why Won’t Millennials Call Me?
May 21, 2015

Maybe it all started with AOL Instant Messenger when they were teens. They created acronyms like PIR (parent in room), 9 or PAW (for parents are watching), and other secret shortcuts to secure their privacy. This new technology changed the way they communicated, disrupting the late 1950s teen telephone culture celebrated in the famous "Bye Bye Birdie" number, "Telephone Hour," that spread the word about Hugo and Kim getting pinned. And of course, cultural norms have changed since the "Telephone Hour" participants asked, "Did he pin the pin on? Or was he too shy?"

SMBs and Call Centers, Follow Up on Leads—Effectively
March 11, 2015

Optimizing your lead generation strategy may require some restructuring. Instead of focusing solely on the conversations, you also need to have a plan for the instances when leads do not answer your calls or emails. Devoting time and energy into creating an effective lead follow-up strategy can improve your overall efforts and results tremendously.

Deep Dish Trouble: Dish Network Completely Fails Telemarketing 101
January 26, 2015

How many National Do Not Call List violations does it take to get yourself a class-action lawsuit? The magic number would appear to be 57,606,609—or at least it is in the case of "United States of America, and the States of California, Illinois, North Carolina, and Ohio v. Dish Network, L.L.C.," currently working its way towards a verdict.