In an effort to stay relevant in our digital world, brands are becoming more reliant on the use of new technologies. Despite this transformation, contact centers have remained a vitally important resource.
When making decisions in business, the bottom line is always a top consideration. From engaging outside vendors to hiring new employees, companies must anticipate the impact these choices will have on their success.This issue of Currents focuses on the value contact centers provide.
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…
In the constantly evolving field of marketing, staying up-to-date on new tools and tactics is key. At the same time, marketers shouldn’t lose sight of the more traditional strategies that can serve as the backbone of a program. A healthy marketing mix that includes the best of both new and…
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…
In business, we must always expect the unexpected. To maintain and continue to build customer relationships during times of change, rapid growth or crisis, companies must align their communications efforts and deliver strong customer service. A critical part of being ready for these situations is…
The marketing mix has become increasingly complex with companies devoting bigger budgets across more media channels, and particularly in digital media. But this can be a "double-edged sword" as it adds more pressure on marketing leaders to prove a greater return on
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…
Much like any kinship (whether it be diplomatic, business or personal), the sales pipeline requires a healthy amount of attention and nurturing in order to produce a long and mutually-beneficial relationship between you and your customers
A profitable sales performance model is based on two key metrics - new customers gained and existing customers retained. This may sound like a simple equation, but in today's competitive marketplace the art of selling has become much more challenging. Long-term business success is built on more…