DialAmerica Industry Currents

Art Conway

A letter from Art Conway, CEO of DialAmerica

In a recovering economy, customer retention is vital for profitability and success. To keep your customers happy and loyal, their expectations must be met at every touch point, from the store front to the customer service agent on the telephone. When it comes to building these relationships, your contact center can be one of the most powerful tools in your marketing arsenal. ... more

Volume 11  

Achieving Customer 'Wows'

Achieving Customer 'Wows' - The Crucial Role of Contact Center Agents in Service Today

The Crucial Role of Contact Center Agents in Service Today : Providing the best customer service sometimes means taking a step outside the box. A recent Forbes.com article, "4 Ways To Wow Your Customers With Excellent Customer Service," explains the importance of creating 'wow' moments for customers ... more

Post-Recession – You Need the Best a Contact Center Can Offer

Post-Recession – You Need the Best a Contact Center Can Offer

When competition is fierce and attrition is high, brands must enhance service. A recent B2C (Business 2 Community) article, "The Strategic Role of the Call Center in a Recovering Economy," makes a compelling case for the importance of contact centers in a competitive, post-recession environment where in-house budgets remain tight and customer attrition rates are high ... more

Contact Center Benchmarks for 2013

Contact Center Benchmarks for 2013

Contact centers are moving away from cost being the main determinant in all activities, according to the recent CustomerThink article, "Call Centers Get Savvy for 2013." As customers become increasingly knowledgeable and interconnected, a single-minded focus on cost in service is ill-advised, and will lead to decreased brand perception, value and slumping revenues. ... more

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