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Contributed Articles

Pay Attention to the Telephone Consumer Protection Act (TCPA) or Pay the Fines

Recent changes in outbound dialing legislation and consumer protection regulations, specifically changes to the Telephone Consumer Protection Act (TCPA), have the outbound dialing sector scrambling. Companies of all sizes in most verticals (with exception of fundraising and political campaigns), including outsourcers who use outbound technology, are struggling to interpret and understand exactly what these new rules mean, their potential impact, and how to apply them.
[Full Article]   Oct-20-2013

 

How To Develop That Precious Thing Among Employees: Longevity

According to George Larribas, Executive VP at Wells Farg, the company has a long-standing culture of supporting and developing its team members, along with giving back to the communities in which these team members live and work. Life and work balance is stressed as an important philosophy within Wells Fargo, something unheard of with many large corporations in these economic times. Hear his quick tips on how to create the same loyalty within your organization.
[Full Article]   Oct-13-2013

 

4 Ways to Turn Social-Media Fans Into Raving, Loyal Customers

It's nice when companies see fans and customers responding positively to their products and messaging over social media. But figuring out how to convert all that positive energy into an effective sales and marketing strategy can be tough to figure out. With just a little bit of focus and strategizing, businesses of any size can turn one-time customers or casual fans into influential advocates and repeat customers.
[Full Article]   Oct-13-2013

 

A Five Point Plan For Retaining Your Best Agents

Several years ago I had the opportunity to attend a marvelous management seminar at the Disney Institute in Orlando, Florida. The lessons learned there, coupled with the work Iíve done with contact centers around the world, has convinced me that thereís no magic solution or approach to the challenging task of retaining our best people. Do you think Walt Disney waved a magic wand to create all that enchantment? No! He planned and worked and planned and worked and... you get the picture. So hereís a plan I developed, and you can use these five points to save your stars.
[Full Article]   Oct-13-2013

 

CRM and Knowledge Management: Balancing Information and Insight

When it comes to data, corporations continue to struggle with two conflicting goals. On one hand, they want to collect and consolidate information to streamline their operations. On the other, data repositories often sprout up in an ad hoc fashion (especially in large corporations), so it becomes difficult (and in some cases impossible) to make sense of the firm's millions and even billions of records. That yin and yang is now playing out with CRM and knowledge management (KM) systems. The two grew up as largely autonomous disciplines, but recently, there has been a push for tighter integration between them.
[Full Article]   Oct-13-2013

 

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