Most telephone contact centers are expensive to operate and maintain. Their executives often announce that calls will increase significantly over the coming year, but require agent staffing levels to remain the same. Unfortunately, most organizations believe that simply streamlining or purchasing new technology will solve all their problems, but it is only part of the …
3 MIN. READ Reverse mortgages are perceived as one of the most complex and unique financial products, which is why many borrowers find it stressful to acquire them. Marketers traditionally had face-to-face meetings with clients and guided them through the lengthy loan origination process. However, savvy reverse lenders are effectively using call center personnel to originate these …
How to Use a Contact Center Effectively to Originate Loans Read More »
Cloud computing has become a main digital transformation strategy for business, and contact centers are no different. Software, services, and storage via the internet have become a common conversation point in business. According to a recent report, the cloud-based contact center market is expected to grow from $6.47 billion in 2017 to $24.11 billion by 2023. …
So, you’ve worked with a contact center consultant and have chosen to outsource. In the big picture, call centers look alike. Yet, in the case of contact center outsourcing, you cannot be too careful with your brand. Basic request for proposal (RFP) questions are used to sort out the disastrous and horrible. Before hiring based …
Questions for Your Contact Center Outsourcing Vendor Read More »
To outsource, or not to outsource, what are the benefits and how it helps my business. These are some of the most common contact center outsourcing questions. Operating a successful business means taking risks to increase profits, but how do you know which risks to take? Many companies spend thousands of dollars performing services that …
At some point in the lifecycle of most businesses, there’s a decision point regarding how best to deal with the proliferation of customer contacts. In the early stages of growth, most businesses handle calls and emails with an internal staff. As this expands and the cost of adding staff begins to accumulate, many companies realize …
Why Businesses Decide to Outsource Their Contact Center Services? Read More »
As the Director of a call center, how many times do you have to get on calls with clients or host tours into your center and you are like: “I wish I could spend less time doing the dog and pony shows, and more time actually managing my business!” I cannot tell you how many …
One of the MOST important things you can do in a call center is put together a great leadership team. EVERYTHING depends on that. I have gone into so many call centers that are struggling and without exception, most of the problem was due to a leadership team that was NOT setting clear performance expectations, …
Building a Leadership Team! – Quick Read, Quick Results! Read More »
Call center executives all over the world get faced with this question at some point in their career. Doesn’t matter how big their company is or what industry vertical they are in because at some point, every organization is faced with the pressure to do more with less. Reducing expenses in the wake of increasing …
