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Finnegan Pierson - Blog

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Picking the Right CRM for Your Contact Center

Selecting the right CRM system for your contact center is a decision that really matters. It's about so much more than just handling customer data – it's a key player in reshaping the whole customer experience. It’s important to select the right CRM that can truly help boost your contact center's performance and make your customer's happier with your service. In this article, we'll walk you through the essential things to think about when selecting the ideal CRM that fits with what you want to achieve and how you want to support your customers.

Tailoring CRM to Contact Center Operations

Before diving into CRM selection, it's vital to define your CRM objectives. These objectives are like guiding stars, steering your ship in the right direction. CRM objectives are specific goals and outcomes you aim to achieve with the CRM system. Every contact center operates differently, catering to diverse customer needs and using various communication channels like phone, email, and chat. Your CRM should adapt to these specific demands and workflows.

Understanding Your Contact Center's Needs and Planning for Growth

As your business expands, it's critical that your CRM system is not just keeping up, but also evolving with you. It needs to efficiently manage an increasing volume of calls, adapt to a larger team, and embrace new communication methods as they emerge. Additionally, the ideal CRM should offer insights and analytics that help you make informed decisions as your business landscape evolves. When exploring CRM options for your growing enterprise, prioritize solutions with adaptable plans, seek out firsthand reviews from other users, and lean towards cloud-based systems for their scalability and flexibility.

Integrating Your CRM with Existing Systems and Choosing the Right Provider

Imagine your contact center as a complex yet harmonious ensemble, where every element must work together flawlessly. The CRM you choose should fit into this intricate arrangement like a missing puzzle piece, seamlessly merging with your existing systems, be it telephony, email, or chat tools. When it comes to selecting a contact center CRM provider, think of it as picking a dependable partner for your business journey. Craft a checklist that mirrors your unique needs, and then scrutinize each provider based on their features, how well they can be customized to fit your operation, their ability to scale with your growth, compatibility with your current setup, user-friendliness, cost, and the quality of support and training they offer. 

Customer Support and Training

Customer support and training stand as the cornerstones of a successful operation. Effective training empowers your agents with the necessary skills to navigate the CRM system adeptly, leading to improved customer interactions, faster resolution of issues, and greater overall satisfaction. This combination of solid support and comprehensive training ensures that both your team and your customers feel valued and understood. It's about creating an environment where problems are solved with ease and every interaction leaves a positive impression.

Wrapping Things Up

Finding the perfect CRM for your contact center goes far beyond just ticking off a checklist. When choosing a CRM, it's essential to be clear about what you want it to accomplish for your business. Customize it to suit the specific requirements of your center, carefully evaluate these needs, and ensure that the CRM can scale as your business grows. It's also vital to integrate it seamlessly with your current system and manage your data meticulously. Keep in mind, the ideal CRM is more than just a software solution; it's a reliable ally that enhances customer engagement, streamlines your daily operations, and contributes to your business's overall success.

Publish Date: November 30, 2023 12:44 AM

Supercharge Your Business: The Power of Student Loan Refinancing

Picture yourself as a small business owner, navigating the intricate terrain of running your own enterprise while bearing the weight of a substantial student loan debt load. It's akin to a high-stakes juggling act. In this article, we'll delve into the intricate ways student loans influence business owners and explore an advanced financial maneuver: student loan refinancing, a potential catalyst for propelling your business to unprecedented heights.

Understanding How Student Loans Impact Your Business

Entrepreneurship presents its own set of formidable challenges, and when you introduce student loans into the equation, it's akin to hauling two heavy backpacks simultaneously. These loans can exert significant financial pressure, leaving limited resources for nurturing the growth and operations of your business.

Fostering a business is akin to tending to a delicate garden; it demands attention and resources. However, when a substantial portion of your earnings is channeled into student loan repayments, it's akin to neglecting to water that garden. Expanding your business becomes an uphill battle when financial resources are stretched thin. What if you could shed some of that burden? Managing your student loans not only frees up financial resources but also affords you the opportunity to concentrate more on your business, while simultaneously alleviating the weight of financial stress.

Increasing Cash Flow with Lower Monthly Payments

Refinancing resembles securing a discount on your student loans. It entails acquiring a fresh loan to settle your existing ones, often at a more favorable interest rate. The outcome? Reduced monthly payments that can infuse your business with a much-needed financial boost.

Refinancing is more manageable than it may seem. Initially, pinpoint a reputable lender offering to refinance student loans. Then, complete the application and submit the required documents. When selecting a lender, consider key factors such as interest rates, repayment terms, and their established track record. Refinancing can lead to diminished monthly loan payments, almost akin to having extra funds at your disposal. This newfound financial flexibility empowers you to inject more capital into your business—whether it involves procuring equipment, expanding your workforce, or bolstering your marketing endeavors.

Refinancing to Fuel Business Expansion

With reduced student loan payments, you'll find yourself with more capital to infuse into your business. This surplus funding can propel your business forward, enabling you to explore fresh markets, diversify your product or service portfolio, or undertake exciting projects. However, the benefits of refinancing extend beyond mere cost savings; it can also provide the extra financial resources required to delve into novel business ventures. Visualize it as having a little more money in your pocket when embarking on a shopping spree. This additional capital can fuel the development of new products, expansion of your services, or entry into untapped markets.

Strategies for Sustainable Business Growth

To achieve lasting and sustainable business growth, it's crucial to carefully craft a strategic plan, much like mapping out a journey for success. Embrace industry changes and consistently work on improving your products or services to keep them relevant and competitive. Moreover, building strong relationships with your customers and suppliers forms a solid foundation for growth. Actively listen to customer feedback and collaborate closely with reliable suppliers to uncover opportunities for expansion and diversification.

In Conclusion

Refinancing your student loans can be a game-changer for your business. It alleviates stress, infuses your business with essential funds, and fuels its growth. It's a potent tool that empowers your business to reach new horizons. Don't allow student loans to shackle your business dreams. By comprehending their impact and considering refinancing, you can seize control of your financial destiny!

Publish Date: November 18, 2023 1:51 PM

The Business of Staying Safe: Why Flood Insurance Matters for Your Company

Consider this scenario: you've poured your passion and effort into nurturing your business, watching it flourish. But here's the twist - all that dedication can disappear in an instant if you're unprepared for a flood. In the following discussion, we'll shine a spotlight on a topic that often slips under the radar in the business realm – flood protection coverage. 

The Business Perspective on Flood Risk

Floods are a big deal for businesses, no matter what type you run. Whether you've got a cozy café, a tech startup, or a big factory, floods are a threat that can sneak up on you. Looking at it from a business perspective, floods can spell out a financial catastrophe. They have the power to harm your property, destroy your belongings, and grind your business operations to a halt. Imagine you have a small clothing store near a river. A big rainstorm hits, and your store gets flooded. Repairing all these damages can empty your pockets in no time. 

The Limitations of Standard Business Insurance

You might think, "But I have regular business insurance. Won't that cover me?" Well, here's the thing - regular business insurance is important, but it doesn't always help when floods come knocking. This insurance usually protects you from common problems like fires or theft. Imagine you own a family hardware store in a place that floods often. One day, a flood destroys your store. Your regular insurance won't pay for the damage or the stuff you lost. You're left to deal with the mess all on your own.

So, what's the deal with flood insurance coverage for businesses? It's like a safety net designed to catch you when floods happen. Flood protection coverage steps in to protect your business from the money troubles that come with flooding. It helps pay for things like fixing your place, replacing stuff that's ruined, and even making up for the money you lose because your business can't run.

The Impact of Flooding on Your Bottom Line

Imagine you have a cozy little restaurant, and a big storm causes a flood. Your place is a mess, your food's gone bad, and you can't serve your customers. The bills pile up fast. Without flood protection coverage, the road to recovery is like climbing a mountain. Floods don't just mess with your money. They can hurt your business's good name and make you lose money in sneaky ways. Think about it: if you can't get your supplies, your customers can't get what they want, and they might not trust you anymore.

Flood protection coverage isn't just a cost; it's like an investment in your business's future. When floods hit, having the right coverage can be the difference between bouncing back and closing down. Imagine a factory that got hit hard by a flood. Thanks to their flood protection coverage, they fixed their place fast, replaced their stuff, and kept their business going strong. In the end, their investment in flood protection coverage paid off, and they stayed in business for the long haul.

Wrapping Things Up 

In the business realm, preparing for potential risks falls on your shoulders as a business owner. Flood protection coverage isn’t just a safety measure; it's a savvy decision to safeguard your business's finances and reputation.  Check your flood risk, think about getting pros to help, and get flood protection coverage. That way, your business can not only stay afloat but thrive, even when floods try to mess things up. Don't wait for a flood; start preparing now with flood protection coverage! 

Publish Date: November 9, 2023 8:36 PM

Integrating Sales and Marketing Automation for Growth

In the modern business landscape, the intersection of sales and marketing teams has never been more crucial. The alignment of these two vital departments can significantly boost a business's growth trajectory. Automation plays a pivotal role in this process, helping to streamline communication and synchronize efforts to maximize efficiency and effectiveness.

Alignment of Sales and Marketing Teams

Sales and marketing teams serve as the two pillars holding up the structure of a successful business. While sales focus on direct revenue generation, marketing is responsible for building brand awareness and generating leads. The synergy between these two teams is essential, as it allows businesses to fully capitalize on their combined expertise. 

Effective communication is key to successful collaboration. Tools such as CRM software can be instrumental in keeping both teams on the same page. Joint campaigns and projects can also foster a sense of unity and shared objectives. It's essential to establish clear goals and metrics that both teams can collectively work towards.

Overcoming Common Challenges

Misaligned goals, communication breakdowns, and differing timelines can often pose challenges to sales and marketing alignment. To overcome these issues, businesses should focus on fostering open communication channels and aligning team objectives. Regular team meetings and joint training sessions can also help bridge any gaps between the two departments.

Automating Lead Handoffs

Lead handoffs refer to the process where marketing passes on qualified leads to the sales team. This step is critical, as it directly impacts the conversion rate. Traditional manual handoffs can often result in miscommunication and lost opportunities. Automation tools can significantly enhance the lead handoff process, ensuring that no opportunities fall through the cracks. These tools streamline the process, guaranteeing that leads are immediately passed on to the sales team once they meet the criteria. Businesses should focus on integrating sales automation tools that seamlessly fit into their existing processes. It's crucial to choose tools that are user-friendly and easily adopted by both the sales and marketing teams. Regular training and updates are also necessary to ensure the automation tools are used to their full potential.

Role of Automation in Maintaining Consistency

A consistent brand message is vital in building a strong brand identity. It helps to foster trust among customers and sets the business apart from its competitors. Inconsistency, on the other hand, can lead to confusion and erode customer trust.

Automation tools can be instrumental in maintaining brand consistency across various channels. For instance, social media scheduling tools can help ensure that the brand message remains consistent across all platforms. Similarly, email marketing tools can automate communication, ensuring that the brand voice remains consistent in every message. To achieve brand consistency through automation, businesses should focus on utilizing tools specifically designed to maintain brand uniformity. Regular audits and updates are helpful in ensuring that brand messaging remains consistent across all platforms and channels.

Final Thoughts

Integrating sales automation and marketing automation is crucial for businesses seeking growth and efficiency. This integration fosters collaboration between sales and marketing teams, streamlines lead handoff processes, and ensures brand message consistency. By adopting these automation strategies, businesses can unlock their full potential and set themselves on a path to success. In this digital age, the union of sales and marketing through automation isn't just a strategic move—it's a necessary step to stay competitive and relevant. It's like adding an extra set of hands to ensure your message hits home and your sales are effective. So, dive into the world of automation, and watch as your business not only grows but thrives in ways you never imagined possible.

Publish Date: November 1, 2023 1:28 PM

Optimizing Contact Center Websites for Enhanced Customer Experiences

In a realm where digital interaction is indispensable, digital contact centers have transitioned from straightforward interfaces to essential platforms that intertwine customer interactions with robust technological backbones. These platforms, flourishing in our digitally predominant epoch, stand at the forefront in proffering superior customer experiences, adeptly amalgamating technology, design, and strategic planning to intensify user interaction and elevate satisfaction levels.

Prioritizing a Mobile-First Approach 

The pervasive use of smartphones underscores the critical importance of adopting a mobile-first strategy in our interconnected digital landscape. This approach mandates that content, design, and functionality are inherently optimized for mobile users, ensuring every element is initially crafted for smaller screens and subsequently adapted for larger formats. The essence of this strategy is not only to maintain a seamless and consistent user experience across all devices but also to align with contemporary user habits and expectations. The consequences of neglecting mobile optimization are multifaceted, extending beyond mere user dissatisfaction to potentially tarnishing the brand image and diminishing user loyalty by signaling a neglect of customer needs. This neglect can impede user retention and conversion rates and, considering Google’s mobile-first indexing, drastically reduce search engine visibility. 

Implementing a User-Centric Design

When delving into user-centric design, it is paramount to adopt a strategy that transcends merely eye-catching interfaces, especially in an environment where user experience is king. Every component of the design, from intuitive navigation to content relevancy, must be carefully orchestrated to cater explicitly to user needs and experiences, thereby nurturing a seamless and gratifying interaction between the user and the platform. 

Incorporating psychological principles into design—such as the law of proximity, which speaks to the spatial relationship between elements, and the Von Restorff effect, emphasizing the impact of conspicuous items—enables designers to craft interfaces that naturally align with user expectations and behavioral tendencies. These principles stand as the pillars that uphold an elevated user experience, ensuring each website visitor is met with an engaging, satisfying, and frictionless digital journey.

Redefining Customer Interaction with Chatbots

Chatbots, with their 24/7 availability, have become essential in enhancing customer satisfaction across diverse locations by ensuring immediate response to inquiries. Their integration into contact center websites not only boosts user interaction but also significantly reduces the burden on customer service teams by managing repetitive questions. Moreover, the synergy between chatbots and Artificial Intelligence facilitates a continuous learning from user engagements, adeptness in natural language processing, and the anticipation of customer needs through historical data analysis. This confluence seamlessly streamlines customer interactions and perpetually refines responses with heightened precision and relevance.

Fostering Effective Chatbot Implementation

Identifying an optimal chatbot solution necessitates a comprehensive analysis of an organization’s distinct needs, customer expectations, and technical infrastructure. This identification ensures the selection of an efficient chatbot that not only aligns with customer service goals but also integrates harmoniously with existing systems. Additionally, strategizing chatbot interactions to ensure they are personalized and resonate with users is paramount, meaning tailoring responses to user data and history, thereby nurturing a connection and enhancing customer loyalty through familiarity.

Forging Ahead with Optimized Customer Experiences

In today's digitally-driven landscape, exceeding ever-growing customer expectations is paramount. A website, as the initial customer touchpoint, must seamlessly combine intuitive and informative design while authentically embodying the brand. Employing a mobile-first, user-focused design that stays attuned to shifting user preferences ensures that contact center websites not only remain pertinent but also set pioneering standards in the competitive market. Furthermore, the versatile functionality of chatbots, from unburdening customer service teams to delivering instant round-the-clock responses, underscores their indispensable role in crafting a stellar client interaction experience.

Publish Date: October 26, 2023 11:51 AM

Small Business Guide to Effective Recruitment

Recruiting new employees is a pivotal step in the growth trajectory of any small business. The right hires can significantly bolster a company's productivity, culture, and overall success. For small business owners, however, this process is often daunting given limited resources and brand recognition. This article provides insights on how to effectively recruit talent that aligns with the business's vision and goals.

The Recruitment Blueprint for Small Business Owners

The essence of recruitment lies in understanding the business's needs and then mapping these needs to the talent market. Here’s how to streamline the process:


  1. Job Analysis and Description: Before posting a job vacancy, conduct a thorough analysis of the role. What are the responsibilities? What skills are crucial? Once these are outlined, draft a clear and compelling job description. This serves as the first touchpoint for potential candidates, so it should reflect not just the role, but the ethos of the business.


  1. Leverage Multiple Platforms: Traditional job boards are just one avenue. Small businesses should also utilize social media, local community boards, and industry-specific platforms. Employee referrals are another rich source of potential candidates; they often bring in individuals who already align with the company culture.


  1. Engage with Candidates: Small businesses may not have the same brand pull as larger corporations. To counter this, engage actively with candidates. Respond promptly to queries, provide clarity about the role, and showcase the unique advantages of working with a smaller team.


  1. Structured Interview Process: An inconsistent interview process can lead to misjudgments. Have a structured set of questions and assessment criteria. While skills are essential, also assess for cultural fit, which is pivotal in a small business setting.


  1. Competitive Compensation: While you might not match the pay scales of larger firms, ensure your compensation is competitive for your sector and region. Also, highlight non-monetary benefits like flexible hours, learning opportunities, or a strong work-life balance.


  1. Feedback Loop: Whether or not you hire a candidate, provide feedback. This not only helps them but also enhances your reputation in the job market.

Small Business Insurance

As you expand your team, it's also essential to understand the types of small business insurance that might become relevant to protect both your business and your employees. Here's a brief overview:


- General Liability Insurance: Covers legal costs if the business is sued for causing harm or property damage.

- Workers' Compensation: For businesses with employees, this insurance covers medical bills and wage replacement if an employee gets injured on the job.

- Professional Liability Insurance: For businesses offering professional services, this covers legal costs if accused of errors, omissions, or negligence.

- Property Insurance: Protects your business assets like equipment, inventory, and property against damage or theft.

- Employee Benefits Liability: Covers errors in administration of employee benefits like health insurance, retirement plans, etc.


The right insurance portfolio ensures that as you scale and hire, the business is safeguarded from potential risks.

Onboarding and Retention: Beyond Recruitment

Once the right candidate is identified and brought on board, the journey isn't over. Proper onboarding and retention strategies are crucial.


  1. Structured Onboarding: The first few weeks are pivotal in shaping an employee's perspective about the business. A structured onboarding process, introducing them to the team, workflows, and company culture, sets a positive tone. Offer mentorship or buddy systems for the first few months.


  1. Open Communication Channels: Encourage feedback and open dialogue. This not only helps in early identification of any issues but also fosters a culture of inclusivity and openness.


  1. Growth Opportunities: Small businesses often provide a broader scope of work than larger firms. Ensure employees are aware of and can access learning and growth opportunities. Regular training sessions or workshops can be instrumental.


  1. Acknowledge and Reward: Given the close-knit nature of small businesses, there's a unique opportunity to recognize and reward efforts more personally. Regular feedback, both positive and constructive, goes a long way in keeping motivation levels high.


Recruitment, while a challenging endeavor, holds the key to a small business's growth and success. By adopting a structured approach, leveraging multiple platforms, and ensuring a robust onboarding process, small business owners can attract and retain the right talent. As the team grows, safeguarding the business with the appropriate insurance ensures that the focus remains on innovation and growth, laying the foundation for long-term success.


Publish Date: October 21, 2023 11:41 PM

Benchmarking and Industry Standards: A Comprehensive Guide to Field Service Metrics

In the competitive realm of modern business, achieving excellence in every aspect of operations is essential for success. This guide is designed for experienced business professionals, providing valuable insights into field service analytics and benchmarking against industry standards to help you enhance your organization's performance.

Comparing Performance Against Competitors

Field service benchmarking is essentially a systematic framework for assessing your organization's performance. Benchmarking comes in three primary forms: internal, competitive, and functional. Let's briefly examine each to provide you with practical knowledge for your decision-making process.


  • Internal Benchmarking: Compare parts or units within your organization. Valuable for identifying best practices and improving efficiency.


  • Competitive Benchmarking: Evaluate your performance against direct competitors or industry peers. Crucial for gaining a competitive edge.
  • Functional Benchmarking: Expand beyond direct competitors to organizations excelling in specific functions or processes relevant to your operations. 



Benefits of Field Service Benchmarking

Benchmarking offers access to valuable data and insights that would otherwise remain hidden. These insights empower you to identify inefficiencies, streamline processes, and reduce operational costs. Imagine optimizing your field service operations to the point where every process is finely tuned, resulting in substantial savings and streamlined operations.

However, the benefits don't stop there. Benchmarking provides you with a critical edge in the competitive landscape. Armed with insights into how your competitors operate, you can identify gaps and opportunities that others might overlook. By leveraging field service metrics in your benchmarking efforts, you gain access to valuable data and insights that would otherwise remain hidden. This competitive advantage can be a game-changer in your industry, allowing you to stay ahead of the curve.

Identifying Improvement Opportunities with Benchmarking

KPIs are the cornerstone of benchmarking. Selecting the right KPIs is a deliberate process, aligned with your organizational objectives. These KPIs are not just metrics; they are the vital signs of your field service operations, the metrics that truly matter in your pursuit of operational excellence. KPIs can encompass a wide range, from response times and service efficiency to customer satisfaction and cost-effectiveness. If your aim is to enhance customer satisfaction, focus on KPIs related to response times and issue resolution.

Data isn't mere numbers; it's the lifeblood of benchmarking, providing insights for meaningful improvements. Effective benchmarking relies on robust data practices. It involves systematically gathering relevant information and interpreting data with precision. Data collection may involve surveys, feedback forms, or monitoring tools, while data analysis uncovers patterns, trends, and correlations within your data. These insights form the basis for informed decision-making and action planning.

Implementing Best Practices Through Metrics Analysis

An effective improvement plan should outline specific initiatives, responsible parties, timelines, and performance metrics. For instance, if data indicates response times are critical for improving customer satisfaction, your plan might include enhanced staff training, streamlined communication processes, and advanced dispatching technology implementation.

To stay on track, continuous monitoring and feedback mechanisms are essential. Continuous monitoring involves collecting and analyzing data related to your chosen KPIs, while feedback loops gather input from stakeholders. For example, ongoing monitoring may reveal improved response times, but customer feedback could indicate a need for enhanced communication during service calls. These feedback loops allow you to adapt your improvement plan, ensuring a holistic approach to excellence.


In business, the pursuit of excellence is universal. By scrutinizing your performance, identifying opportunities, and implementing best practices through metrics analysis, you can unlock your field service operations' full potential. Excellence is a continuous journey, and with field service analytics and benchmarking as your guide, you'll confidently secure success and set new standards for your industry.

Publish Date: October 21, 2023 2:59 PM

Navigating the Challenges of AI Integration in Contact Centers

Embarking on the journey of Artificial Intelligence (AI) integration within contact centers unravels a pathway to increased efficiency and refined customer interactions. Although potent in its capabilities, this journey is interlaced with challenges such as dispelling skepticism, maintaining rigorous data security, and meticulously plotting a strategic implementation plan. A well-navigated route through these challenges ensures the synergetic functioning of AI and human expertise in delivering exemplary customer service.

Addressing Resistance and Skepticism

Despite its notable benefits, AI often faces resistance in contact centers, manifested through concerns over reliability, potential job displacement, and shifts in operational paradigms. Such resistance generally originates from a nebulous understanding of the symbiotic relationship between AI and human roles.

To eradicate skepticism and pave the way for a smoother AI integration, the technology must be demystified. By conducting workshops, training sessions, and providing clear, real-world examples of successful AI integration, a wholesome understanding and appreciation of AI’s supportive role can be cultivated among the team members.

Upholding Data Security and Privacy Compliance

The immense volume of sensitive customer data managed by contact centers necessitates an impervious shield of data security and adherence to privacy regulations. A breach not only signifies a financial catastrophe but also immensely tarnishes organizational reputation.

A steadfast approach to data security encompasses frequent audits, advanced encryption methods, and a thorough data protection training program for every team member. Formulating a dedicated AI security team ensures a continual enhancement and vigilant oversight of data protection protocols.

Strategizing for Successful AI Integration

Strategic planning is crucial in contact center AI integration, steering organizations smoothly through the implementation process and proactively addressing potential challenges. An initial step involves thoroughly assessing technical, workforce, and financial readiness to establish a firm foundation for integration.

Devoting time and resources to creating a well-defined strategic plan guarantees a harmonious alignment of all moving parts throughout the AI integration process. Clear objectives, a meticulously detailed roadmap for integration, and a carefully structured timeline converge to formulate a blueprint that navigates through each phase of the journey seamlessly. This includes: 

  • Stakeholder Alignment and Communication: Ensuring all stakeholders are informed and engaged throughout the process is paramount, utilizing clear communication channels and change management practices.
  • Defining Metrics for Success: Identifying and monitoring key performance indicators (KPIs) ensures objective measurement of AI integration success and provides actionable insights for iterative refinement.

Seamless Integration Methodologies

The effective incorporation of AI into the operational framework necessitates a structured integration roadmap and agile mechanisms for adapting to real-time feedback and making necessary modifications. Implementing agile methodologies enables continuous refinement through short development cycles and iterative feedback, ensuring ongoing optimization throughout the integration process. 

Prioritizing scalability and flexibility ensures the integrated AI system is capable of adapting to emerging technologies and evolving needs, sustaining its value over time. A robust strategy and methodical approach, shaped by these consolidated considerations, ensure the seamless, sustainable, and value-driven integration of AI into contact centers, bolstering both operational efficiencies and customer experiences.


While the realm of AI integration is undoubtedly challenging, it burgeons with opportunities for advancements, efficiency, and organizational growth. Navigating through these hurdles with a clear, informed approach not only makes AI integration plausible but also ensures a harmonious blend of technological and human expertise in a way that enhances, rather than dilutes, the essence of customer service.

Your future in pioneering contact center excellence, amplified by the robust capabilities of AI, awaits. Traverse this path with unwavering confidence and a wealth of knowledge, ensuring your journey is not only successful but also innovative in redefining customer service standards.


Publish Date: October 9, 2023 6:50 PM

Launching Your Call Center: A Step-by-Step Guide

Launching Your Call Center: A Step-by-Step Guide

In today's business landscape, customer service is more critical than ever. As companies seek to enhance their customer experiences, many are opting to establish their own call centers. A call center serves as the hub for handling customer inquiries, providing support, and fostering customer satisfaction. If you're considering launching your own call center, this guide will take you through the essential steps to get started.

1. Define Your Objectives

Before diving into the intricacies of call center setup, it's crucial to define your objectives. What specific services will your call center offer? Are you focusing on sales, customer support, technical assistance, or a combination of these? Understanding your goals will guide your decisions throughout the process.

2. Conduct Market Research

Thorough market research helps you identify your target audience and competitors. Analyze the demand for your call center services and gain insights into customer preferences. This information will inform your business strategy.

3. Create a Business Plan

A well-structured business plan outlines your call center's mission, vision, goals, and strategies. It should also include financial projections, marketing plans, and an organizational structure. A strong business plan is essential for attracting investors or securing financing.

4. Legal and Regulatory Compliance

Ensure your call center complies with all legal and regulatory requirements. Register your business, obtain the necessary permits, and address employment laws. Additionally, consider data protection regulations like GDPR and HIPAA if you handle sensitive information.

5. Select a Location

Choose a suitable location for your call center. Factors to consider include proximity to your target market, availability of a skilled workforce, and cost-effectiveness. Adequate space and infrastructure are also essential. Ensure that your workplace is protected from potential disasters. Review things like flood insurance information to educate yourself on important strategies.

6. Technology Infrastructure

Invest in the right technology infrastructure, including phone systems, CRM software, and data analytics tools. These technologies are the backbone of your call center's operations. Implement cloud-based solutions for scalability and flexibility.

7. Staffing and Training

Recruit and train your call center agents carefully. Effective communication and problem-solving skills are crucial. Provide comprehensive training on product knowledge, customer service best practices, and your call center's processes.

8. Develop Processes and Workflows

Establish efficient call handling processes and workflows. Define how calls are routed, monitored, and escalated. Implement quality assurance mechanisms to ensure consistent service quality.

9. Monitor and Measure Performance

Implement performance metrics and key performance indicators (KPIs) to evaluate your call center's effectiveness. Regularly monitor and analyze data to identify areas for improvement. Metrics may include call abandonment rate, first-call resolution, and customer satisfaction scores.

10. Scale Your Operations

As your call center grows, be prepared to scale your operations. This may involve expanding your team, technology, or services. Continuously assess your business plan and adapt to market changes.

11. Foster a Positive Work Environment

A motivated and satisfied workforce is essential for a successful call center. Create a positive work environment by offering competitive compensation, opportunities for growth, and a supportive management team.

12. Marketing and Client Acquisition

Develop a marketing strategy to attract clients. Leverage digital marketing, social media, and networking to generate leads. Highlight your call center's unique selling points and success stories.

13. Data Security and Privacy

Protect customer data by implementing robust security measures. Data breaches can be costly and damage your reputation. Invest in data encryption, access controls, and regular security audits.

14. Disaster Recovery and Continuity Planning

Prepare for unexpected disruptions with a comprehensive disaster recovery and business continuity plan. This ensures minimal downtime and uninterrupted service during emergencies.

15. Evaluate and Innovate

Regularly evaluate your call center's performance and gather feedback from clients and agents. Use this information to innovate and enhance your services.


Starting your own call center is a significant undertaking, but with careful planning and execution, it can be a rewarding business venture. Providing exceptional customer service is a key differentiator in today's competitive business landscape, and a well-run call center can help you achieve this goal while building strong client relationships and driving business growth.


Publish Date: September 21, 2023 4:53 PM

Beyond Automation: AI's Role in Driving Business Innovation and Creativity

When we think of Artificial Intelligence (AI) in the business context, the first thoughts often drift toward automation, process optimization, and efficiency. But the potential of AI stretches beyond the realms of automation. It has the power to drive innovation, stimulate creativity, and usher businesses into a new age of ideation and transformation. Let's explore how AI is changing the landscape of business innovation and creativity.

1. Redefining Problem Solving

Traditionally, businesses have approached problem-solving using known frameworks, based on historical data and human experience. AI shatters this convention by identifying patterns, correlations, and solutions that might not be evident to the human eye. Machine learning and deep learning algorithms can dive deep into vast data sets, deriving insights that can lead to novel solutions and groundbreaking innovations.

2. Enhancing Product Design and Development

In the realms of product design and development, AI tools are playing pivotal roles. They're enabling businesses to understand customer preferences at granular levels, allowing for the creation of hyper-personalized products and services. Companies can simulate thousands of product variations and test them in virtual environments, speeding up the innovation cycle and reducing the time to market.

3. Transforming Customer Interactions

With AI, customer interactions are not just about solving queries or processing transactions. Now, AI-driven chatbots, virtual assistants, and recommendation systems can engage users in meaningful ways, providing personalized content, suggestions, and even entertainment. These enhanced interactions can lead to entirely new product categories and redefine user experiences.

4. Facilitating Collaborative Innovation

AI isn't just about machines replacing humans; it's about machines collaborating with humans. Collaborative robots, or "cobots", work alongside humans in sectors like manufacturing, enhancing precision and productivity. Moreover, AI platforms facilitate brainstorming sessions, refine ideas based on data, and can even predict the market success of innovations, streamlining the path from ideation to execution.

5. Generative AI: A New Paradigm of Creation

One of the most avant-garde developments in AI is generative models. Intriguing generative AI statistics indicate that these models can create entirely new content, from artwork to music, and even business strategies, based on the patterns they've learned from existing data. This not only accelerates the creative process but also introduces a blend of machine-generated and human-curated content, redefining the boundaries of creativity.

6. Unlocking New Business Models

The innovations spurred by AI aren't restricted to products and services. They extend to the very essence of how businesses operate and deliver value. AI-driven analytics can uncover gaps in the market, leading to entirely new business models. Subscription-based models, freemium models, and on-demand services, influenced by AI-driven insights, are reshaping industries from entertainment to transportation.

7. Promoting Ethical Innovation

As businesses embrace AI-driven innovation, it's essential to highlight the importance of ethics. AI models, while powerful, can inadvertently propagate biases present in the training data. Ensuring that innovations are not only groundbreaking but also ethically sound and fair is paramount. This brings a new dimension to business creativity – the marriage of technological prowess with moral responsibility.

8. Preparing for the AI-Driven Creative Future

Businesses need to gear up for this transformative journey. This involves investing in the right AI technologies, training the workforce to collaborate with AI tools, and fostering a culture that values both data-driven insights and human intuition. As AI continues to mature, businesses that can seamlessly blend AI's capabilities with human creativity will emerge as trailblazers.


The narrative of AI in business is evolving. Moving beyond automation, AI is becoming the backbone of business innovation and creativity. It offers a lens to view problems differently, to ideate without constraints, and to bring those ideas to fruition at an unprecedented pace. As we look to the future, one thing is certain: the synergy between AI and human creativity will be at the heart of business evolution. Embracing this confluence will be the key to unlocking untapped potential and charting new frontiers in the business world.

Publish Date: September 8, 2023 1:46 PM

Four Business Planning Areas to Make New Entrepreneurs Profitable

A key factor for successful entrepreneurs is their ability to write a promising business plan. Sitting down to prepare the documentation for your business allows you an opportunity to get a clear idea of your new undertaking. From market research to legal considerations and team building, all entrepreneurs must write out this document. Credit lenders will not take you seriously without one. Thus, here are the four areas of a business plan that you will need to contemplate in order to truly acquire triumph in victory.

Market Research

Saturated though it might be with your competitors, your target market is the grouping of your potential customers. These individuals are not likely to be "everyone" though many entrepreneurs include these words in their business plans. Alternately, doing a business trends analysis will show you what needs are unmet by the competition and how you can win these people over. From there, you'll see that a significant part of your latest job will be keeping those people happy, whether it be from a low-cost business model or a sincerely unique product offering that lowers customer inhibitions to purchasing.

Legal Research

How will you legalize your business operations? There are multiple categories for organizing your business' legal structure. There are six in total:

  • sole proprietorship
  • general partnership
  • limited partnership
  • limited liability company (LLC)
  • C-corporation
  • S-corporation

Each has its benefits and limitations. As a general overview, proprietorships and general partnerships do not guarantee the same protection over you as an LLC could. The advantage of an LLC comes into play when your company could be held liable for some service or inaction. For the most, a small business does not require the investment of time in establishing an LLC, at least not initially. A sole proprietorship means that you and your company are identical - should there be losses from a purchase or sale, you are responsible for these losses from your pocket. Furthermore, tax filings with the Internal Revenue Service are unique for each corporate structure.

Funding Research

The next aspect of your business plan is determining where your financing will come from. To be able to finance with the help of a bank, you'll need to prove on your business plan that you can be profitable. Perhaps you've had a business or been involved with a budget before? What worked and what did not work and how much revenue did you earn? Not all funds come from lending, however. Some financial help can come from angel investors, who are looking to make charitable contributions to worthy causes. Even still, crowdsourcing platforms like GoFundMe and Kickstarter launch new businesses daily, and they require almost no up-front investment.

Resource Research

One company can only be as strong as its weakest team member. The goal for any new entrepreneur looking to scale a business should be creating an optimal environment for their workers. Convenient and free tools abound that will improve your communication and training for your human resources, including:

  • Trello for tracking tasks and answering questions
  • Slack for sending private and group messages
  • for managing projects
  • offers free courses in communication and management

Tools like the ones listed above can be fruitful for a fledgling company in hiring, training, and even motivating your employees. Furthermore, they are inexpensive offerings for leadership to support.

Overall only you, the entrepreneur, will be in charge of how to best lead your business. With knowledge of goal setting and business planning, you can charter your ship's course away from choppy waters and into your home port. Once you ascertain what it takes to keep your customers, the IRS, your investors, and your employees happy, then you will ultimately reap the rewards of your own happiness from having a prosperous business organization.

Publish Date: May 14, 2023 10:51 PM

7 Steps To Launching Your Tech Business

Starting a new tech business can be an exciting and daunting task. The world of technology is constantly evolving, and there are always new opportunities to explore. With so many variables to consider, it can be easy to get overwhelmed. Take a look at some simple steps to get your company started the right way.

  1. Identify a Niche

One of the most important steps in starting a tech business is to identify a specific niche, or area to specialize in. While it might be tempting to try to be all things to all people, this can actually make it more difficult to gain traction in the market. Instead, try to identify a specific problem you can solve with technology. This could be anything from streamlining business processes to creating new tools for communication or entertainment.

  1. Research the Market

Once you've identified your niche, it's important to do your research. Take the time to understand your target market, the competition and any new business trends that are relevant to your industry. What are the key pain points of your potential customers? How are other companies addressing these issues? What makes your solution unique? By gathering as much information as possible, you can better position your business for success.

  1. Create a Business Plan

A business plan is a roadmap for your company's future. It outlines your goals, strategies, and financial projections. Creating a business plan can be time-consuming, but it's a critical step in the process. Your plan should include a detailed description of your product or service, your target market, your competition and your marketing and sales strategies. It should also outline your budget and financial projections for the next several years.

  1. Build a Team

Starting a tech business is rarely a one-person job. You'll need a team of people with diverse skill sets to help you bring your vision to life. Find the best developers, designers, marketers and salespeople. When building your team, look for individuals who are passionate about your mission and who bring complementary skills to the table.

  1. Secure Funding

Starting a tech business can be expensive. You'll need to invest in hardware, software, marketing and more. Depending on your needs, you may also need to hire staff or rent office space. Securing funding is a critical step in the process. You can do this in different ways, including pursuing loans, grants and angel investors. Take the time to explore all of your options and choose the one that makes the most sense for your business.

  1. Develop Your Product

Your product is the heart of your tech business. Whether you're creating a software application or a physical device, it's important to spend time developing a high-quality product that meets the needs of your target market. Use your user research to understand what people want, then build prototypes and test your product in the real world.

  1. Market Your Business

Marketing is a critical component of any successful tech business. You'll need to build brand awareness, generate leads and convert customers. This may involve a combination of online and offline marketing tactics, including social media, content marketing, email marketing and advertising. Chances are you don't have an extensive marketing background, so it's important to bring in a marketer if needed.

Starting a new tech business can be a challenging and rewarding experience, but it doesn't have to be overwhelming. By following these steps, you can help ensure your business is built on a strong foundation and positioned for success. These steps are also valuable once you establish your business and work to grow, so keep them in mind for your present and your future.

Publish Date: May 14, 2023 10:50 PM

8 Business Trends IT Companies Should Embrace

The IT industry is constantly evolving, driven by rapid technological advancements and the ever-changing needs of businesses. IT companies must embrace the latest business trends to stay competitive and relevant in today's fast-paced world. Here are eight trends that IT firms should consider adopting to remain on the cutting edge of innovation and enhance their operations.

Remote Work and Distributed Teams

The COVID-19 pandemic demonstrated the effectiveness of remote work, and many organizations have continued embracing it even after the crisis. IT companies should capitalize on this trend by building robust infrastructures to support remote work, including reliable communication tools, cybersecurity measures, and cloud-based solutions. A distributed workforce offers several advantages, such as cost savings, access to a broader talent pool, and increased employee satisfaction.

Cybersecurity as a Priority

The demand for robust cybersecurity measures is growing as cyber threats become more sophisticated. IT companies must prioritize security by investing in advanced threat detection and prevention solutions and promoting a security-conscious culture among employees. IT firms can build trust with clients and safeguard their business interests by offering comprehensive cybersecurity services and ensuring their systems are well-protected.

The Rise of Artificial Intelligence (AI) and Machine Learning (ML)

AI and ML have the potential to revolutionize the IT industry, enabling businesses to automate tasks, optimize processes, and make data-driven decisions. IT companies should invest in AI and ML expertise to develop innovative solutions catering to their clients' needs. By staying at the forefront of these current business trends, IT firms can differentiate themselves from competitors and drive growth.

Cloud Computing and Edge Computing

Cloud computing has become essential to modern IT infrastructure, offering scalable resources and cost-effective storage solutions. In addition, edge computing allows data processing closer to the source, reducing latency and enhancing real-time analytics. IT companies should explore the benefits of cloud and edge computing to create flexible, secure, and efficient solutions for their clients.

Internet of Things (IoT) Integration

IoT technology is transforming businesses by connecting devices and systems, enabling real-time data collection and analysis. IT companies should develop expertise in IoT integration to help their clients harness the power of this technology, from managing smart buildings to optimizing supply chains. IoT solutions can provide valuable insights and drive operational efficiency across various industries.

Focus on Sustainability

As environmental concerns become increasingly important, businesses are adopting sustainable practices to reduce their ecological footprint. IT companies should prioritize sustainability in their operations and develop eco-friendly solutions, such as energy-efficient data centers and software that minimizes resource consumption. By demonstrating a commitment to the environment, IT firms can attract eco-conscious clients and enhance their brand reputation.

Emphasis on User Experience (UX)

A positive user experience is crucial for the success of any digital product. IT companies should invest in UX design expertise to create intuitive, user-friendly interfaces that meet their clients' needs. By prioritizing UX, IT firms can ensure that their solutions are effective and enjoyable and drive user engagement.

Agile Methodologies and Continuous Improvement

In today's fast-paced business environment, agility and adaptability are key. IT companies should adopt agile methodologies like Scrum and Kanban to optimize their project management processes and respond quickly to changes. A culture of continuous improvement, fueled by regular feedback and iterative development, can help IT firms stay ahead of the competition and meet their clients' evolving needs.

Are You Ready To Embrace These Modern Trends?

Embracing these eight trends will enable IT companies to thrive in an ever-changing industry landscape. By investing in cutting-edge technologies, prioritizing security, and promoting sustainability, IT firms can stay ahead of the curve and deliver innovative, high-quality solutions to their clients.

While change is never easy, it is essential. Embracing business trends allows your business to thrive and edge out the competition. Developing a strategy ahead of time will make implementing the changes needed to embrace these trends much easier. Tracking progress is also a great way to discover problems early on and address them promptly.

Publish Date: May 14, 2023 10:48 PM

How to Provide Great Online Customer Service

If you're in the business of selling goods or services to customers via an online store, you may have faced a new challenge: customer service. Many things that shoppers care about when it comes to ordering products online can't be seen or touched before they buy them. And if anything goes wrong? You want your customers to know that you are their supplier and that they can rely on you for help. Also, you want to develop a sense of long-term relationship with them so they will come back and repurchase your stuff. Here is how you can provide excellent online customer service.


  1. Create a Strategy


You are a business owner and probably have many things on your mind. However, you still must realize the importance of good customer service. Don't just focus on sales. Don't let your attention be distracted by expansion plans or new products. Making money is essential, but it is not the only thing that matters. Strategy execution is an integral part of the success of any business. You need to spend some time setting up your strategy, then you need to follow it, and you need to evaluate it from time to time.


  1. Know Your Customers


If you don't know your customers, you can't appreciate their expectations, and you can't serve them better. It would help to list what your customers want and don't want. You can get a lot of information from group buying websites, industry experts, and other people in the same business. Then you can start your strategy by getting every detail about your buyers' habits, needs, and wants so you know how to market to them.


  1. Create an FAQ


Satisfy your online customers by providing them with concise, accurate, and helpful information to answer their questions. This can be a long-term strategy because it will require you to educate potential buyers to help them find the best solution for their problems. In other words, you want to anticipate what they will enjoy and give it to them when they need it so they won't come back looking for it later. This will save your customers time and increase your clients' loyalty to you.


  1. Offer to Clear Channels of Communication


The best way to deal with customer service issues is by preventing them from happening in the first place. It's always better to create systems that allow customers to solve their problems before they get too frustrated and go back to shopping at competitors' stores. This can be very difficult in an online environment because it's hard to detect the degree of customer satisfaction. Still, it would help if you tried because regular customers are what you need to build a healthy business.


  1. Practice Integrity


Low prices are reasonable, but customers like to feel safe in their relationships with sellers. Therefore, you must go above and beyond in your customer service communications. One way you can do this is by promptly resolving any disputes between buyers and sellers. If a buyer doesn't get something they ordered, you must make it suitable for them if possible. But even if it's not possible, you must make things right for the customer, so they will still return and buy from you again in the future.




The bottom line is that no matter what you're selling, you need good customer service to make more money in this business. Providing fantastic customer service can help you stand out from the competition and always bring more customers back to your online store. Also, your strategy execution, your know-how about your buyers and their expectations, and your integrity are critical. If you want to succeed in this business, you must take care of all these things.

Publish Date: December 6, 2022 5:22 PM

Streamlining Your Customer Experience

Today more than ever, it is essential for any company to be aware of the needs of the customer and the importance of delivering a seamless and personalized experience across all channels. Because achieving this goal can be difficult, here are seven top tips that can help you streamline your customer experience. 


  1. Save Time and Money


Saving time and money is the most innovative way to streamline your customer experience. Companies that focus on customers' needs instead of their own will see immediate gains. When customers feel like their needs are being met, they have a greater likelihood of spending more money with your company in the future. The way to do this is to start by identifying the customer's goals. See if you can use tools to identify all the ways to serve your customers. There are many software tools available to scale, manage, and streamline your business like AKS, point of sale systems, and serverless frameworks. Ultimately, you'll save time and money and create great customer loyalty.


  1. Know What Your Prospective Customers Are Looking For


It's not enough to know your customers' goals; you also need to know what they're looking for. Understanding what attracts, engages, and excites them is key to delivering a great customer experience. You can best see what your prospective customers are looking for by looking at a customer profile or speaking with people in your company who have the highest success rate of closing sales. Additionally, it is essential to remember that the end goal of all of this action is to sell a product or a service. It's no good if you sell a product only to have it languish on your site.No products, no money.


  1. Build A Relationship With Customers


Building a relationship with your customers is as vital as ever. If you're lucky enough to have a long-term relationship with someone, you can make it known that they're a fan. But even if you don't, there are still ways to ensure your customer knows they are important to you and that they matter. Additionally, remember that the best way to build a relationship with people is to show you care. A simple approach is simple email marketing.


  1. Increased Customer Loyalty


Whether you're thinking about a big sale or just trying to get someone to spend more than they initially planned, the best way to increase customer loyalty is to go above and beyond what you think is expected. Additionally, remember that even something as simple as a handwritten thank-you card can make all the difference.


  1. 360 Degree Analysis of Customer Feedback


With all of the changes that are taking place in the digital landscape, customer expectations are changing as fast as your site gets updated. Knowing what customers want can be a real challenge, so it's essential to have a 360-degree customer feedback analysis. It gives you excellent insight into what they want and what they don't want on your site. It also helps you judge how to improve and deliver the best possible experience for your business.


  1. Real-Time Analytics


These days, it's not enough to sit back and wait for someone to complain about how a site is performing. You need to be monitoring the site regularly. That's where real-time analytics come in handy. Look into tools like Google Analytics to see what people are clicking on and where they stop on your site. This helps you make changes to serve your customer needs better and improve consumer satisfaction.


Streamlining your customer experience is essential for any business. It would help if you adapted to meet customers' needs, whether a start-up or an established brand. You can count on loyal customers who will keep returning for more if you deliver excellent service and products. The key is always keeping a keen sense of customer service and providing the best possible experience for your customer.            

Publish Date: December 6, 2022 11:01 AM

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