Study Shows Outbound Marketing Generates Most Leads

When you’ve got a best-in-class contact center as your business partner, you have more than just great B2B customer care support, you have help with meeting your company’s goals and improving your bottom line. In fact, a recent study revealed that 39 percent of B2B sales leads are generated from outbound marketing in the form … Continued

Three Ways to Produce Sky High ROI

A recent article from The Guardian struck me interesting. The news discussed an airline company, Ryanair, which claimed that its “softened” customer care practices –defined as the addition of new policies like “allowing more carry-on baggage, allocating seating and cutting punitive charges,”—contributed to a 28 percent jump in passenger numbers compared to last year. From … Continued

Leverage Big Data to Make a Customer-Agent Match Made in Heaven

In the not-too-distant past, customers were randomly matched with contact center agents based on the order in which their call was received—essentially like rolling the dice. Suffice it to say, this system was less than ideal as it often resulted in mismatches between callers and agents. Research shows callers have many different preferences that need … Continued

Why Slow and Steady Wins the Multichannel Service Race

Not all businesses are poised for success simply because they’ve implemented a multichannel marketing strategy. For instance, without any insight into customer demographics or preferences, an organization might add a service channel that may become severely underutilized, costing the company financially and perhaps even confusing customers if they are unfamiliar with the tool. For example, … Continued

Maximize Contact Center ROI by Stepping Outside of the Box

Perspective is quite impactful in our everyday lives; even down to how we experience the temperature outdoors. You see, 50 degrees in October sends a chill down our spines as the onset of winter is fast approaching; however, that same nip to the air in March, with the expectation of spring around the corner, feels … Continued

Getting More Out of Your Contact Center Than Just Great Service

Customer service is now among the most important factors in all of business—that is a simple fact. A recent report from Walker, in fact, revealed that customer service will overtake price and product as the key brand differentiator by 2020. As crucial as customer service is, though, today’s contact centers must help organizations do more … Continued

Harvest a New Crop of Customers This Fall

By Steve Brubaker, InfoCision Chief of Staff   The cold weather is slowly but surely starting to roll in, which means farmers and gardeners everywhere will soon be gathering their fall crops. But you don’t have to grow wheat or vegetables to reap a big return this year. By employing the most up-to-date multichannel marketing … Continued

Are You Learning From Your Customer Service Mistakes?

It’s a tale of two companies. Both firms realize they made a blunder with their customer service but they’re handling it entirely differently. Company A is proactive, addressing why the customer is upset and working to make sure the problem is permanently resolved; Company B is offering a half-hearted apology, hoping the issue never crops … Continued

Five Steps to Becoming a First-Class Customer Service Organization

As a business executive you are probably well aware by now that customer service is a top competitive differentiator. In fact, according to a recent report from research firm Walker, quality of customer service will overtake price and product as the single most important differentiator by 2020. While that is certainly useful information, it’s doesn’t … Continued