CALL CENTER SERVICES

Currents

A newsletter about the teleservices industry

A letter from Art Conway, Chairman of DialAmerica

In this issue we focus on the relationship between consumers and contact centers. We begin by discussing the main areas of sensitivity for consumers when it comes to customer service, from timely service to proactivity. The second article touches on the value that a personal touch brings when interacting with customers in today’s technology driven world. Finally, we address the potential hidden cost of savings for brands considering a cost-centric change.

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The Top Three Customer “Asks” for Call Center Services

Have you noticed some dramatic changes in your customers’ preferences over the past several years? If so, you are not alone. Customers are increasingly demanding more from the brands with whom they do business. Surprisingly, however, an estimated 80 percent of companies either miss or mishandle crucial engagement opportunities

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The Power of Positive, Personal Interactions

While technology is changing the way we interact, it has not diminished the value of sincere interactions between brands and their customers

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Have You Considered the Hidden Cost of Savings?

In the post-recession environment, business managers are mindful of any opportunity to reduce budgets and increase revenue.

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