Call/Contact Centers

Suddenlink Calls for Change
February 1, 2010

What happened to Jerry Dow one day in a Suddenlink Communications call center is possibly the dream occurrence for every boss. A customer service representative, so grateful about how a software improvement he'd helped implement simplified the direct marketing process, hugged him.

4 Steps to Help Telemarketers Comply With New FTC Rules
September 16, 2009

The Federal Trade Commission issued the first part of the Telemarketing Sales Rule Amendment in August 2008, requiring that an opt-out mechanism be included at the beginning of all recorded messages. Now, beginning Sept. 1, 2009, all voice marketers must obtain written permission to send prerecorded sales and solicitation voice messages to consumers. Additionally, telemarketers must provide dedicated toll-free, opt-out phone numbers for all messages left on voice mails where automatic opt-out functions are not applicable.

Cleveland Cavaliers' Jeff Ryznar on Prospecting With Prerecorded Calls
August 12, 2009

Shaquille O'Neal's call to Cleveland Cavaliers fans on July 2 held double meaning for the NBA franchise. That day, phones rang for 32,595 Cavs fans who then learned from The Big Witness himself that they could come watch the new center in his quest to "Win a Ring for the King."

5 Things Marketers Must Know About Prerecorded Phone Messages
June 24, 2009

One of the amendments made last August to the Federal Trade Commission's Telemarketing Sales Rule goes into effect on Sept. 1, leaving marketers that use the telephone to communicate with consumers who have not opted out of such contact roughly two months to obtain the necessary written consent to send prerecorded sales calls to this group.

B-to-B Teleservices: Six Steps to Success
May 13, 2009

B-to-B companies are seeking new ways to address their demand- and lead-generation strategies. Especially at a time of economic disruption, teleservices programs can boost the productivity and effectiveness of a company's sales force, ultimately enabling it to close more deals.

3 Best Practices for Click-to-Chat Implementation
April 29, 2009

Click-to-chat technology has proven to be an effective tool for marketers to engage customers and generate sales. In fact, according to an Internet Retailer report, 10 percent to 15 percent of e-commerce browsers end up purchasing products if they engage in online chatting, while only 2 percent convert to buyers without chatting.

4 Tips for 'Chatting' Up Shy Customers
March 18, 2009

Valentine's Day served as the perfect laboratory for OneUp Innovations of Atlanta to improve conversions among otherwise shy prospects. The direct marketer, a manufacturer of adult bedroom accessories through the brand Liberator, had puzzled over how to get red-faced consumers who dreaded asking embarrassing questions aloud to convert. Enter live chat.

Case Study: Coldwell Banker Hunt Kennedy Pinpoints Ad Effectiveness
November 12, 2008

"Half the money I spend on advertising is wasted; the trouble is I don't know which half." These words, most frequently attributed to American entrepreneur John Wanamaker after the turn of the 20th century, are no less vexing to marketers 100 years later.

You Make the Call
October 1, 2008

In the current tough economic environment, many marketing and sales organizations are curtailing their in-person visits to prospects and customers. Of course, they still need to find, engage, acquire and keep customers. And despite all the e-marketing initiatives, most business prospects and customers still insist on some form of live, personal contact, especially for "considered decisions."