The Value of Teleservice SRO Certification By By Steve Brubaker

For many years, unscrupulous individuals in the call center industry operated without regard for the rights of consumers, casting a negative light on all who utilize the telephone as a means of contacting customers. In response, the FTC took special interest in our industry in an effort to solve these problems and protect consumers’ rights.

 

Driving Response Through Extraordinary Customer Experiences By Steve Boyazis
There are only a handful of opportunities to build your brand outside of advertising – point of sale, point of use, or when a customer has an issue are a few. Each of these instances creates a make-or-break moment. Provide a truly fantastic customer experience and your brand will flourish; provide a subpar experience and watch it flounder.

Call Center Employee Engagement at InfoCision: A Case Study By Steve Brubaker
In the call center industry the churn and burn mentality of call center employee management is all too common. In this environment, where staff is considered disposable, it’s not surprising that attrition rates are exceedingly high, forcing companies to dedicate considerable resources to keeping this machine running.

Shifting from Mass Marketing to One-to-One Marketing By Ken Dawson
In response to decades of marketing overload, consumers have adapted the way they absorb information. Today’s consumer
hears an operator on the phone or glances at a piece of mail and decides in an instant whether it has value. Messages not immediately identifiable to the individual are promptly cast off into a sea of irrelevant clutter.