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How to Save Money on Remarkable Customer Experiences

April 17, 2019 | Blog


Remarkable experiences lead to measurable results. It’s true! PwC found consumers will pay 8% more for phone plans, 9% more for cable subscriptions, and 14% more for hotel stays if they receive a positive experience. That’s great news for your profits, but we know you can expand margins further.   The right blend of technologies, […]


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Ignore Social Media Customer Service at Your Own Risk

April 2, 2019 | Blog


As many as 80% of customers rate their experience with a company as being on par with quality products and services. When it comes to customer service, the rule of thumb has been to borrow a page from Burger King’s playbook: let consumers have it their way. In the past, that meant serving them through […]


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Want More Buyers? Revisit the Customer Acquisition Journey

March 27, 2019 | Blog


If you put stock in one HBR thought piece, the future will be an ongoing customer acquisition cycle. Customer retention and loyalty will remain important, but only through the lens of a procurement mindset. Though we don’t anticipate a full-stop shift from retention to acquisition, we do suggest that businesses begin to revisit their approach […]


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How to Increase Customer Acquisition When You Have Too Many Competitors to Count

March 12, 2019 | Blog


If your business operates long enough, you’ll likely reach a point where your new customer acquisition begins to slow down – and that’s not great for the bottom line. Your market is a dynamic space, and both new and firmly rooted competitors will innovate to keep customer procurement humming along.   How do you get […]


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My Contact Center Vendor Isn’t Working! What Should I Do?

February 26, 2019 | Blog


Buyer’s remorse is a matter of scale. Paying for a shoddy 5-iron online stings for a little bit. Paying for poorly-executed, low-ROI services from a third-party vendor wounds much deeper. Unlike bad consumer goods, you can’t demand a full refund or simply cut your losses – especially when that vendor is entrenched in your customer […]


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Should You Quit Your Call Center Job? 3 Signs Point to Yes

February 19, 2019 | Blog


At some point in time, we’ve all had a spectacularly bad day on the job. Really, you’re in good company! When those bad days become problematic is the moment they stretch into bad weeks and months – and by then it’s too late. If you want to do right for yourself and your career, take […]


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How to Improve Your Outbound Sales and Boost Customer Acquisition

February 5, 2019 | Blog


Outbound sales is far from being a dead-end for revenue generation. Our own ongoing success with proactive sales programs is proof that effective outreach is still persuasive enough to expand business with new and existing customers faster and with a quicker turnaround than inbound sales. That being said, implementing an outstanding outbound program is no […]


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How to Build a Contact Center Agent Profile to Wow Your Customers

January 23, 2019 | Blog


In a Salesforce survey, 80% of people revealed that the quality of a customer’s experience mattered as much as the quality of products and services they received. That means one customer service agent can drastically alter a customer’s lifetime value, keeping a relationship strong or cutting it prematurely short.   With the quality of customer […]


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Will Your Contact Center Land You in Thousands of HIPAA Fines?

January 15, 2019 | Blog


As a healthcare organization, you take HIPAA seriously. Since the HIPAA Security Rule and HIPAA Privacy Rule went into effect, your whole business has worked overtime to protect the private information of your patients or members. Your leadership has fine-tuned and perfected practices to keep your organization compliant, which your employees implement as if these mandates are second […]


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Domestic or Offshore Agents: Who Are the Best for Your Voice Channel?

January 8, 2019 | Blog


When a large number of American companies began offshoring their contact center support, few ever imagined they would one day reshore part (if not all) of their agent workforce. At the time, whopping cost reductions made it a convincing choice but, now that the honeymoon phase has ended (and the gap between onshore and offshore […]


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