Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

×

Follow Following Unfollow

Contact Centers

Ask a Question

May 8, 2012

Guy Price and 11 other people answered this question

Which tactic do you find most efficient in B2B lead gen and why?

I find Email Marketing the most successful form of B2B Lead Generation by Digital Advertising.
I find it best because:
1. The volume of data available on the market is huge
2. Email Marketing provides very quick ROI
3. You always get what you pay ... more

Contact Centers

Email Marketing

April 25, 2012

Shai Berger and 3 other people answered this question

What are your thoughts on 'virtual hold?' Do you use them as a customer? As a service tactic?

I've worked in this industry for a number of years and have heard many good stories about Virtual Hold deployments. They pioneered the space and still dominate it.
The one downside to their product is that it requires on-premise integration with the call center. This ... more

Call Center Technology

Contact Centers

Customer Service Feedback

Customer Service Methods

April 5, 2012

Belldon Colme and 13 other people answered this question

Is roleplaying an effective customer service training technique?

Caty
In a vacuum I would have to say no. Many folks don't take it very seriously, and view role play exercises as a necessary evil they must get through. Some folks will benefit plenty, but I prefer methods with more universal effectiveness.
That said, ... more

Customer Service

Contact Centers

March 23, 2012

Richard Adams answered this question

In what ways do call centers benefit from technology?

Lots of ways!
-link incoming call # to customer's phone number for instant pull up
-open up customer record to have more personal interaction
-show complete ordering history so "accessory- or up-selling" can take place
-compute types and lengths of calls for production needs and ... more

Customer Service

Information Technology

Contact Centers

March 7, 2012

aly ibrahem and 1 other person commented on a brief

Generating Sales Leads with a Small Budget

Good Article Chris.

Contact Centers

Feb. 18, 2012

Becky Mcginity and 1 other person answered this question

Is your call center using a hosted (cloud based) call center provider?

Hey Annie,
Let me share my experience with you. I have a medium sized business in Brisbane, Australia. My business is to provide cab facility to anyone in Queensland. People just need to call on my company’s support number. Hence a lot of calls (sometimes ... more

Cloud-based Call Center

Contact Center Productivity

Contact Center Setup

Contact Center Technologies

Feb. 16, 2012

Vanessa Christopher commented on a brief

Call Center Measures

Training and that level of English, both are the most important things for a call center. I think When I personally receive a call from a voice that doesn't sound native I dont take it seriously myself!
-Vanessa
http://www.gulfhealth.ae more

Customer Service

Call Center Metrics

Contact Centers

Jan. 30, 2012

Pradeep Kumar asked a question

What are you looking for when you want to outsource a part of your business?

Customer Service

Contact Centers

Jan. 12, 2012

Michael Forrester and 16 other people answered this question

What's the best VoIP phone system?

First I would like to thank you all for the response to this question as this string helped me when I made the decision to look at a hosted phone system. Although I initially jumped the gun on a purchase I did an extensive amount ... more

Information Technology

Jan. 11, 2012

Joseph Pandolfi answered this question

Will a merchant account provider permit a company to use a third party to process credit cards?

It does. I'll send the info, and look forward to hearing from you.

Customer Service

Contact Centers

Credit Card Processing

Jan. 3, 2012

Tamika Drake asked a question

What are some of the difficulties you have encountered in addressing call center attendance issues? Any resolutions (or not)?

Call Center Management

Contact Centers

Jan. 2, 2012

Netraa Rajendran asked a question

What are the disadvantages of call center automation?

Customer Service

Call Center Automation

Contact Centers

Dec. 26, 2011

Amar Verma and 10 other people answered this question

Inbound call center services?

Nice to read your post here, but I can tell a you lot of Names of call center in US/UK/AU which are disbursing their work to small business center unit in India.
The points you mentioned, may be you had some bad experience, but all fingers ... more

Contact Centers

Events

Marketing Thought Leaders: A Conversation with Julie Fajgenbaum May 25 @ 11 am PT
The Do’s and Don'ts of Small Business Marketing May 29 @ 11 am PT
Lead Nurturing 202: The Next Generation May 31 @ 11 am PT

Top Contributors

more less

David Filwood

Points: 320

Principal Consultant Follow Following Unfollow

Michael Schmier

Points: 108

Product, Marketing, and Cust... Follow Following Unfollow

Michael Damphousse

Points: 100

CEO/CMO Follow Following Unfollow

Chris Selland

Points: 90

Chief Marketing Officer Follow Following Unfollow

Michelle Babb

Points: 90

Practice Director, WFO and A... Follow Following Unfollow

Steve Davidson

Points: 70

Process/workflow consultant Follow Following Unfollow

William Sovie

Points: 68

Director, Client Services Follow Following Unfollow

Jessica Groopman

Points: 60

Researcher Follow Following Unfollow

Todd Hodgen

Points: 50

Open Source VOIP Professiona... Follow Following Unfollow

Aaron Ross

Points: 50

Founder, Managing Partner Follow Following Unfollow

Michael Dortch

Points: 45

Senior Product Marketing Man... Follow Following Unfollow

Tom Egelhoff

Points: 43

Author, Speaker, Business Ow... Follow Following Unfollow

John Fragola

Points: 40

ERP Specialist Follow Following Unfollow

Kyle Lyons

Points: 40

Managing Director Follow Following Unfollow

Michael Barbagallo

Points: 38

Other Follow Following Unfollow

Related Topics

more less

× 385

Follow Following Unfollow

Customer Service

× 322

Follow Following Unfollow

Information Technology

× 160

Follow Following Unfollow

Contact Center Technologies

× 53

Follow Following Unfollow

× 42

Follow Following Unfollow

Contact Center Solutions

× 42

Follow Following Unfollow

× 39

Follow Following Unfollow

× 23

Follow Following Unfollow

× 20

Follow Following Unfollow

Human Resources

× 19

Follow Following Unfollow

Customer Service Feedback

× 17

Follow Following Unfollow

Contact Center Setup

× 17

Follow Following Unfollow

General Management

× 16

Follow Following Unfollow

× 16

Follow Following Unfollow

Call Center Agents

× 14

Follow Following Unfollow