Call Center
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Article: Q&A with Beverly Crandon on Digitizing Classifieds
The below is the result of a question and answer type interview I did with the SNA (Suburban Newspapers Association of America) in December 2010. The Q&A starts off with a bit of an explanation of an actual project and then
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Publishers Call Centre Video
Here is a funny little newspaper call centre video to keep you entertained!
What you Should be Looking at if Using ‘At Home’ Agents
What people fail to realize about most ‘at home’ third party services is that the ‘at home’ reps represent multiple brands and the rep gets to choose which brand they want to represent and at what time. Anyone who has managed traffic flow, let alone a call centre recognizes that this structure, or lack there of, could lead to mayhem. A state of mayhem and confusion can be avoided however, but you need to ask the right questions upfront and make the right stipulations.
Email Customer Service Could be your Differentiator
As leaders in the service industry, you can often take for granted the lengths that good customer service can go to. I mean we coach, and try to instill the importance of good customer service in our direct reports, because more than likely, we once had a great leader that did the same for us or we’ve read/heard it makes for good business practice. Most recently, the revelation of the impact good service makes on a customer base was dawned upon me in a launch I was responsible for.
What the Ideal Newspaper Call Centre Should Look Like
I think we’ll all agree that the volumes our contact centres once used to receive are no longer and there are many contributing factors to this, but regardless, it is the reality. However, if you disagree with this statement I suggest you stop reading this post now because we continue to build on this understanding … Continue Reading
Update: Canada’s Do Not Call Registry
I am sure most Canadian businesses, where outbound sales is a large part of their operations, have heard that the CRTC has already registered 2.7 million phone numbers to their Do Not Call list. In addition, the CRTC is making futuristic assumptions and is now estimating that 80% of Canadians will have added their phone … Continue Reading
Canada Joins the Ranks of USA and Australia with DNC List
As of today, Canadian marketers are realizing the challenge that American marketers have had to live with since 2003 – the dreaded Do Not Call list. News reporters speculate that over 60 per cent of Canadians will add their names to the DNC list as quickly as they can. (Note that the DNC registration site … Continue Reading
Customers Prefer eCommunication
Those publishers and service managers looking for efficient ways of setting up their phone centers, while still providing premium customer service, will be interested in this report released by research firm, Ipsos for Habeas, Inc.. The firm surveyed several consumers and asked them about their preferred way of communicating with businesses. An overwhelming amount said … Continue Reading
Are You Optimizing Your Contact Centers?
In my travels, I usually take the time to speak with publishers and newspaper/magazine directors about industry related news and their business as a whole. Due to my background, we often end up speaking about the future of their call centers. As their call volume decreases and their phone centers turn into greater cost centers, … Continue Reading
Contact Centre End Call Dispositions – Part and Parcel of CRM
When the buzz acronym CRM comes up in conversation, people tend to think of applications and software build, to aid commercial sales representatives manage their professional accounts. Common vendors such as salesforce.com or even mySAP CRM often come to mind. But thinking of CRM in such a one dimensional way has caused some managers to … Continue Reading
