Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Customer Service Representatives Can Be Your Best Content Marketers - RDI Corporation - ContactCenterWorld.com Blog

Customer Service Representatives Can Be Your Best Content Marketers


Who is promoting your content marketing? Hopefully, you've got customer service representatives on it. 

Content marketers, for the most part, aren’t shy artists. We don’t really produce content for it not to be seen, just for the joy of creation. We create material to be seen, to be read, and to be shared. And that can be frustrating, because: what happens when it isn’t being seen and read and enjoyed? Is it worth it?


Sponsor message - content continues below this message

2021 '16th annual' Global Contact Center World Awards CLOSING SOON!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar

FIND OUT MORE HERE


Content continues ….

For many B2B companies, that is a sticking point with content marketing. They aren’t just getting it to the right people. That’s because they often don’t have a comprehensive strategy. Not having one leads businesses to question the value of content marketing. If it isn’t doing its job, is it still important? Or can we stop doing it?

Unfortunately, the answer to that last question is a thudding “NO”. Content marketing is still incredibly important, and perhaps even more than ever. Just check out these stats:

    • 200 million people use adblockers. Traditional advertising is still effective. But it needs to be augmented by something more.
  • Content marketing costs 62% less than outbound marketing. Time spent on the road or in meetings is incredibly valuable, but also expensive. Being able to spend the rest of your budget efficiently helps all sales and marketing teams.
  • Content marketing generates 3 times as many leads as outbound. This is because you are able to target people who are, at the least, vaguely interested in your product or service. You’re appealing to the, from the jump.
  • The best content produces 7.8 times more traffic than non-leaders. It’s not just that you need content marketing. You need good content marketing. And that might be the toughest part of all, because…
  • 88% of B2B marketers use content marketing, but only 32% have a real documented strategy.

That last stat can go without much comment, because it speaks for itself. Content marketing is hard. It’s hard to come up with ideas, and it is hard to distribute your content marketing in a way that actually attracts readers and viewers. You might make a great video, but if you aren’t connecting with customers, none of that matters.

So how to connect with them? The answer to that is wrapped in a bigger question: what is marketing? When we look at marketing as just what happens before a sale, we are limited. Marketing happens throughout the entirety of the Buyer’s Journey, and well after. You want customers to be long-term clients, to keep using your prodcut or service, and to upgrade as much as possible. That’s where customer service comes in.

We’ve been talking about how, in today’s inbound world, there is no real difference between customer service and marketing. They are two sides of the coin, points along an endless loop. Customer service representatives can be your best marketers, and not just because they make people like your company more. It’s because they can push your content marketing out into the world, letting it be shared with more people.

Customer service representatives can turn your clients into brand evangelists. In that way, they are your best content marketers. Let’s see how.

Customer Service Reps Know What Customers Need

 

You already know that customer service reps are a great source of ideas for content marketing. After all, they are on the front lines, and understand better how customers both see and use your product or service. They can help shape your marketing, because they understand the shadow between perception and reality.

But that’s not all they can do! They can also push out your amazing content to customer who need it. Let’s take a look at how that can happen, at a hypothetical medical supply store.

Phone Rings

CSR: (seeing name associated with number) Good morning, Mrs. Sanchez. Thank you for calling Hypothetical Medical Supply Store. My name is Alex, how can I help you?

Customer: I’m having trouble charging my husband’s wheelchair. The batteries are dying too quickly. What can I do?

CSR: (already knowing, thanks to omni-channel care, what kind of wheelchair the Sanchez’s have). OK, well, on your XYZ Model, there is sometimes an issue when the battery caps aren’t screwed on. Let me walk you through how to do that.

(walking through)

CSR: Hopefully, that will solve the problem. But there might be some other issues as well. If you would like, our content team has created a video of the Five Reasons Why Battery Packs Lose Power: And How To FIx It. If the problem comes from something else, or if this is a problem in the future, this could be handy to watch. It’ll walk you through them, and give you tips on how to prevent any issues moving forward.

Customer: Gracious! That would be wonderful.

CSR: Now, we also know that some customers in your area have had trouble navigating bad roads and rough crosswalks. Sometimes suburbs aren’t always the best at total ADA compliance. But we have an infographic about safe ways to use the XYZ in non-pedestrian-friendly areas. I can send that to your email as well.

Customer: We have been having some issues with that, but I didn’t think that you would be concerned. That’s so nice of you, and so helpful. We’d love to read it--and to send it to friends who have had some of the same problems. Thank you!

In that little exchange, Alex pushed two pieces of content out there, helping a client solve a problem, and helping them with something they didn’t even know to ask about. They created loyalty in doing so, because this content goes above and beyond just answering today’s question. And they created brand evangelists. Not only will Mrs. Sanchez tell the other people in her community about how nice the people at Hypothetical, Inc were, but she’ll also forward the infographic to her entire list.

People will hear about the company, and follow it, looking for more great content. The customer service rep brought more people into the sales funnel, and kept old customers happy. That’s the ideal way for it to work.

So make sure your CSRs have access to your content (which they helped you create by letting you know what people were calling or writing or tweeting about). Turn them into content marketers. They can use that to turn your customers into brand evangelists. They’ll make everyone a marketer, and that’s the goal of great content.

At RDI Corporation, we combine the best in progressive and comprehensive digital marketing with proven effectiveness in customer service. Our training, hiring, and execution practices make us complete partners with our clients. Connect with RDI/A or RDI-Connect to learn more, and we invite you to read our white paper, The Perfect Circle: How Customer Service and Marketing Are the Same Thing which discusses even more ways that the two sides can complement and improve each other.

Source: http://blog.rdi-connect.com/customer-service-representatives-can-be-your-best-content-marketers

Publish Date: April 12, 2017 5:00 AM


2021 Buyers Guide Outsourced Contact Center Services

Page: 123
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.
PH: +34 982 29 80 00

5.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

6.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

7.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

8.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.
PH: +905552553877

9.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

10.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066

11.) 
Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
PH: +27216738100

12.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

13.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

14.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005

15.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

16.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

17.) 
Consilium Software

Consilium UniCare™ Professional Services
As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations.
• Cisco UCCE, PCCE & UCCX design, implementation and upgrades
• Cisco CVP VXML application development with PCI compl...
(read more)

18.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

19.) 
Costa Rica's Call Center

Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
PH: 8882716750

20.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300
 
Page: 123



View more from RDI Corporation

Recent Blog Posts:
Superior Customer Care Creates True Customer LoyaltySeptember 19, 2017 5:00 AM
Great Customer Care Creates New Customers Through Word of MouthSeptember 12, 2017 5:00 AM
Using Social Media, Bots, and Well-Trained Reps To Create A Customer-Care-as-a-Service PlatformAugust 1, 2017 5:00 AM
Become a Service Maester: 5 Customer Care Lessons From Game of ThronesJuly 11, 2017 5:00 AM
The Importance of Employee Retention in Customer Care CentersJuly 6, 2017 5:00 AM
The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer CareJune 29, 2017 5:00 AM
AI and Customer Care Bots: Freeing Your People For the Tough QuestionsJune 27, 2017 5:00 AM
Memory and Human Emotions: How AI Turns Big Data Into Customer InsightsJune 20, 2017 5:00 AM
Using  Customer Speech Analysis  With AI To Improve Call Center PerformanceJune 16, 2017 5:00 AM
How AI Can Evaluate Employee Speech Patterns to Boost Call Center ProductivityJune 13, 2017 5:00 AM

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =