CALL CENTER SERVICES

Currents

A newsletter about the teleservices industry

A letter from Art Conway, CEO of DialAmerica

This issue of Currents is all about the crucial capabilities for success in the contact center.
We begin by focusing on how quick response times positively impact customer conversion and retention rates. The second article explains why creating low-effort customer interactions is the key to customer loyalty. Finally, we discuss how to ensure your contact center is a sales and lead generation resource that contributes to the growth of your company.

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The Power of a Minute Timely Responsiveness to Inquiries Increases Conversion and Retention

For a brand to succeed in today’s crowded marketplace, it needs actionable strategies that increase conversion and retention rates. As technology improves and instant gratification becomes the status quo, focusing on swift responsiveness to inquiries is a powerful way to boost both conversion and retention.

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Making it Easy for Customers is More Important Than Exceeding Expectations

According to The Effortless Experience: Conquering the New Battleground for Customer Loyalty, a new book from CEB, if companies want to build loyalty they need to focus on "making it easy," not on "exceeding expectations."

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Making Your Contact Center a Profit Center

According to a survey from Deloitte, client-side business growth will drive increased demand for teleservices in the new year. For contact centers to act as a true business partner, they should actively contribute to the growth of the companies they work with – not just reap the benefits of it. Anything less is an underutilization of a terrific asset.

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