Verizon Wireless Primed for Success in 2014

Verizon is riding a tide of good news. That is, the news media has been kind to the broadband and telecommunication company over the past few years, priming it for success in 2014. For example, Verizon made the Fortune 500 list in 2013 and was the top telecommunications company in Fortune’s 2012 list of World’s Most Admired Companies. More recently, Verizon has been in the news in 2014 for...

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Transitioning Experienced Call Center Agents from Service to Sales

In our industry, we’ve been witnessing a major transition from customer service to sales. To understand why this shift is happening, you have to take a look at the initial purpose of call centers: to cut costs and improve customer satisfaction.  Over time, neither of these goals were being met for particular big businesses, like financial services.  In fact, the need for the proper training...

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PEOPLE, PEOPLE and PEOPLE—It’s Your Culture

by Bradley J. Baumunk When someone asks what three things matter the most in real-estate, the answer has forever undoubtedly been “location, location and location!” What would your answer be if someone asked, “What matters the most to your customer experience (CE) or Net Promoter Score (NPS)?” Well, the same rationale holds true for CE, NPS, customer care, sales and retention—only...

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Call Center Security: What are the risks for credit unions?

Fraud and identity theft are old crimes, but the integration of digital means of sharing information makes the statistics of identity theft much easier to track. According to a new report from the U.S. Department of Justice, 7% of households reported some type of identity fraud in 2013. Identity fraud occurs across all subsets of the American population, with a slightly higher incidence for those...

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Customer Relationships are the Key to Growing Your Business

According to the Customers 2020 Report, the customer’s experience will become a bigger differentiator than price or product by 2020. Data-driven business can only go so far toward your company’s growth if each customer can sense that they are being treated more like a dollar sign than a human being. For your company to see the most growth, the truth is not in numbers alone. If those numbers...

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How to Retain Call Center Staff

Turnover rates are among the biggest struggles in the contact center industry. The key to higher retention rates is simple: greater attention to motivating, nurturing and developing call center staff. The retention and motivation of your staff has a direct relationship with your customer base. In other words, if your agents are committed to your business, your customers will be, too. In this...

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