Customer retention By Chris Wagner
An old adage states that it is much more expensive to acquire a new customer than to retain an existing one. The question then becomes: How much more expensive?

The latest By Michael Van Scyoc
In today’s world, there is a lot more to inbound or outbound marketing than simply handling phone calls. In fact, a proactive partner with a good view of information technology can add a whole new dimension to a company’s call center efforts.

Better communication By Michael White
Technology makes call centers tick. It is natural for a business owner on the North Coast to wonder whether his or her call center vendor has the right technological tools in its toolbox.

Exceeding expectations By Carl Albright
Everyone appreciates a little something extra. In New Orleans, it’s called lagniappe. It’s the small windfall that makes a customer feel good about doing business with a particular firm. In an era when customers often are relieved when a deal meets minimum contract standards, the company that exceeds client expectations is going to shine.

Selling points By Rick Lawson
Sales is a tough business. A complex sales cycle can take six months to a year before the deal is closed. The process is long and involved. Since every customer sees many salespeople every week, it is important to differentiate yourself and your company from the pack.

The Taylor Institute for Direct Marketing By Steve Brubaker
If you were ask a roomful of direct marketing experts how many of them have a degree in direct marketing, what do you think the answer would be?  A good guess would be not many.  That’s staggering considering these statistics from the Direct Marketing Association...

Formula for Sales Success By Paul Derbyshire
How does a contact center build the perfect customer experience? There are the quantitative variables, such as staffing levels, hold times and abandon rates, which are relatively easy to define and measure. On the other hand, there are the qualitative variables that can’t be expressed in numbers, but are no doubt essential to the formula for excellent sales and performance. They are: culture, training, quality assurance and coaching...