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Currents

A newsletter about the teleservices industry

A letter from Art Conway, CEO of DialAmerica

In the digital age, successful marketing comes down to brand-to-customer engagement in real time. At every touch point, customers want and expect an immediate response from the brands for which they have an affinity. This is why the teleservices industry remains a vital part of the customer service experience

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Stop Spamming and Start Selling - Combine Channels for Maximum Marketing Effectiveness

As technology continues to evolve, marketers increasingly have more ways to target key prospects and send messages. A recent 1to1 article discusses how these new approaches can help marketers meet customer expectations ...

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What Customers Really Want - Simple Solutions for Improving Customer Service and Boosting Customer Loyalty

For years, brands have focused their customer service efforts on going above and beyond perceived customer expectations. A study completed by the Harvard Business Review (HBR) brings up an interesting and different paradigm

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The Power of the Contact Center as a Rating Determinant - Focusing on Online Reviews Alone is Not Enough

The Internet has revolutionized the way customers interact with brands — and more importantly, how they make buying decisions. A study by Cone Research revealed that 89 percent of customers

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