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Best Contact Centers in the World 2017
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Readiness For Action!
Ever wonder what campaign is going to hit you today? Believe it or not, there are still far too many cases where contact centers are ill prepared, and in a direct response environment you may only have 90 seconds to leave an impression on the caller! Here are a few pointers for success. Firstly, make sure that you, or a responsible member of your team, are present at the marketing planning meetings - this will help develop your understanding. Next, demand a media schedule – this is your only way of minimising surprises and will help you ask questions in advance. Make sure that objectives of the marketing activity, and the role you play, is absolutely crystal clear – and don’t be afraid to challenge them! Finally, brief your contact center team on objectives and immerse them into the creatives for the campaign – this may be showing videos (and having them played in the background) or ad artwork, giving your team a feeling for the campaign and expectations. In this way you will do everything to support the brand – a message that no marketing person worth their salt can ignore!