Call/Contact Centers

The Inextricable Link Between Great Service and Marketing
February 8, 2012

It almost feels as though it shouldn’t have to be said, doesn’t it? Unfortunately, if you take off your business owner’s or worker’s hat off, and put on your customer hat, you may realize just how lacking many of the businesses you frequent are in the service department. I want to be clear that I believe the number one driver of marketing success is a sound, reality-based strategy. Every other tactic, without purpose, does nothing to grow your business. Great service gives people a reason to talk about your business,

Nonprofits: How to Process Last-Minute, Year-End Donations Via Direct Mail, Phone, Web and Email
December 22, 2011

As the calendar year draws to an end, charities (and ideally, donors) are focused on year-end donations and tax deductions. Here are a few scenarios for U.S. charities to keep in mind. (Note: I am not a lawyer. When in doubt, contact an attorney who specializes in nonprofit law or contact the IRS for a ruling.)

Let's say the following donations will be processed by different nonprofits in the United States on Jan. 2, 2012:

   1. A check mailed (and postmarked) on December 29th that arrived in the office on January 2nd.

9 Factors That Drive Outbound Marketing Success
July 13, 2011

Outbound marketing via the telephone is enjoying a resurgence unparalleled in recent memory. The reasons are two-fold: 1) an evolving consensus on industry-wide best practices and 2) recognition that these best practices drive measurably stronger performance.

5 Ways to Improve Customer, Call Center Interaction
June 22, 2011

The best solution, really, to improving customer interaction with the call center is to have agents who are up to the task of having natural conversations. That's the advice marketing vendors provided when asked to suggest ways to perfect call center scripts.

5 Reasons to Rethink Your Telephone Number
May 11, 2011

Abandoning a balanced marketing approach with tried and true tactics, such as the telephone, can cause serious damage to your new business pipeline. Marketers need to resurrect certain tactics and evaluate the benefits of using a branded, vanity telephone number as a core component in their marketing plans.

How Green Mountain Coffee Roasters Saved a Customer
August 23, 2010

Talk about valuing your customers and providing exceptional customer service! It's no wonder that GMCR is one of the fastest growing brands out there today, with 11 consecutive quarters of better than 40 percent net sales growth.

3 Pros and 3 Cons About Toll Free Numbers
July 28, 2010

The value of toll free phone numbers for marketing purposes is up for debate. Some say they're passé. But many marketers still use them. Let's look at the pros and cons.

iS3's Rick Trefzger on How Live Chat Reduces Customer Support Costs
July 7, 2010

Well, live chat windows aren't technically pop-up advertisements. But it's a bit of irony that the firm that created a well-known pop-up blocker—the forerunner of its current anti-spyware and anti-malware software—found customer relations and cost-savings salvation through live chat.

USA 800 Helps Boston Apparel Group Continue to Dress Customers in a Recessed Retail Economy
March 29, 2010

Kansas City, MO, March 29, 2010 - USA 800, the largest employee owned contact center in the U.S., recently won a contract with Boston Apparel Group servicing their two fashion brands, Chadwicks™ and metrostyle®. In 1983, Chadwicks™ was the first company to offer woman the innovative concept of a fashion catalog with the same high-quality…