Call/Contact Centers

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.

What New Telephone Law Means for Lead Generation
November 27, 2013

In recent weeks, new Federal Communication Commission rules took effect to further protect consumers under the Telephone Consumer Protection Act of 1991 (TCPA). The changes ordered by the FCC are designed to protect consumers from unwanted autodialed or pre-recorded telemarketing calls, also known as "telemarketing robocalls." The new TCPA rules accomplish four main things:

The 5 Customers You Meet on Social Media
November 19, 2013

I found this infographic quite entertaining. These generalizations are probably wrong to make and I’ll use myself as an example: I rarely will complain online because it reflects as much upon the customer as it does the company. But there was an instance recently where I bought an item, immediately found that it didn’t work, appealed to the company and they insinuated that I was lying. I don’t consider myself any of these caricatures

3 Signs You Might Suffer From Phone Failure
October 28, 2013

One of the most important touchpoints on the consumer buying journey is the phone call. Why? Because after consumers discover your products or services on Google (or Bing, Yahoo, etc.) and those prospects are impressed with your business website, a phone call may move them one step closer to a sale.