How do you identify what list to purchase? If you already have existing customers for your product or service, it may be best to start by identifying what characteristics make up your best customers.

A successful relationship with your call center partner is essential for the growth and health of your business. The way you regard your partner is critical to the outcome and overall success of your project, either short or long term.

Last month, I shared part 1 of this blog series, which dove into some top chatbot mistakes. There are many, and companies are struggling to get it right. In part 2 of this series, you will learn how to build a chatbot that takes a customer-centric approach, one that will truly amplify the customer experience.

Recent initiatives launched by the FCC, intended to combat robo-calls, are accidentally blocking legitimate calls from companies innocently trying to reach their customers.

There is no doubt that having a powerful nutshell message delivered with a friendly, open phone voice helps ensure that your telemarketing appointment setting program is successful. In this article, I’ll share with you how to make this a reality.

Call center representatives have to handle angry customers every day, Call center agent never gets caught up in emotion and solves the problem with grace.

It’s a known fact that most organizations place incredible pressure on their teams to shorten sale cycles and to improve close rates. A key piece that contributes to the effectiveness of increased productivity is to ensure the entire sales process is optimized every step of the way.

As we reach December, many industries begin to slow down activity as the countdown to the Christmas break begins, but retailers and their home delivery partners must ensure they are operating as effectively as possible to navigate their peak season in the most efficient and profitable way.

Colin Hay discusses how important agent experience is to customer service and outlines three ways to keep agents happy.

Colin Hay at Puzzel shares his 7 top tips on how to combine technology and people to improve contact centre performance.

Let’s face it, the buying process has changed significantly for organizations. Potential customers are overwhelmed with so much noise from vendors and have done most of the research BEFORE we even come into the process.

For operations leaders at medium sized organizations, contact center modernization has become a significant priority. As contact center technology has become more advanced and comprehensive, organizations who have not kept up are approaching functional obsolescence.

In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.

While consumer messaging is mainstream in C2C (consumer-to-consumer) communications, the medium is also gaining popularity for B2C and B2B interactions, including for customer service.

The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are.