Is Outbound Telesales Making a Comeback?

By Nick Jiwa, President of CustomerServ (Originally Published on March 26, 2018 at https://www.linkedin.com/pulse/outbound-telesales-making-comeback-nick-jiwa/) The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned...

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Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

By Brad Baumunk, COO It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out. Case in point, the findings from two recent surveys Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF) Contact...

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How to get your agents to make customers feel special – and reap the rewards

By Bob Davis Recently I heard a story on NPR’s Morning Edition that made my day, because it validates my life’s work – teaching people the high value of taking a genuine interest in others. My work and the endeavors of my contact center consulting, training and coaching firm revolve around an approach we developed called The Quality Conversation. I define The Quality Conversation as a...

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In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

By Brad Baumunk, President and COO Technology is changing the way we interact with customers at a fierce pace. Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. The one constant, and certainly one that will not change in the immediate future, is that people...

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You don’t have to do it alone (the value of asking for the right help)

By Lisa Pustelak, RCDA Senior Consultant It’s the last day of the month, and as a bonus, it’s also the end of the quarter. You are not a quitter, so you are still trying to figure out how to come up with a miracle to hit all your metric goals to avoid “the talk” once again. You know at some point if the numbers don’t change, the talk will change, and you will be on the unemployment...

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Employee motivation: Helping your people achieve positive change in their lives is tantamount to improving organizational performance

By Larry Hunt, Vice President and Practice Leader Many leaders approach employee motivation from the organization’s point of view, trying to figure out how to get team members to perform better with a primary focus on reaching company goals. It is far better to take Zig Ziglar’s advice: “You can have everything in life you want, if you will just help people get what they want.” In fall...

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