Business Growth

At the end of the day, a call center is only as effective as the employees who staff it. Workforce management is the term that describes staffing, scheduling, and managing those employees. Some of the processes included in workforce management are recruiting, hiring, HR management, performance management and coaching, scheduling, and staffing. When it comes

Being a mediocre call center representative simply won’t reap very satisfied customers on the other end of the line. The tricky thing is, the tips and tricks utilized in years past won’t work nearly as well today. Customers have changed, and so have their expectations. The article “State of the Connected Customer” reports in 2016 surveyed

In case you missed the memo, cold calling is dead, and nobody cried at the funeral. According to studies conducted by the Keller Research Center and Telenet and Ovation Sales Group, a measly 1% of cold calls end in appointments and it takes an average of eight calls to even reach a valuable prospect. Those

Business Process Outsourcing (BPO), when done correctly, can help you cut costs all while increasing customer service and giving your company the flexibility it needs to grow. BPO services hand over non-core competency functions (such as lead generation, after-hours call centers, customer care/service, billing and payment support, etc.) to a third party. This allows you

When you first start a business, it’s necessary to take on a do-it-yourself mentality. Entrepreneurs in the early stages of business development often handle everything from customer service to inventory to licking stamps. As your business grows, it becomes more and more difficult to juggle tasks on your own. Eventually, you have to start passing

As your business grows, it may be difficult to build your internal infrastructure quickly enough to meet its needs. Looking for help outside your company, like call center outsourcing, can ease the burden on your company while offering quality service for your customers. Don’t let feelings of urgency prevent you from making the best decisions for

The many ways to market your business in a digital world have made it easier than ever for companies to connect with consumers. If your business has been utilizing email marketing and social media marketing, great, but if you’re still neglecting text message marketing, you may want to reconsider adding this strategy to your efforts.

The hope of any small business owner is to build a business that continues to grow into something prosperous and successful. But what happens when business grows faster than you can keep up with? Outsourcing tasks and projects may be your best option. Here are 5 tips to help you determine what to outsource, and

Running a business can be a complex job that frequently involves dealing with complications more than important things like project development and strategic planning. And while some of these challenges inevitably accompany business ownership, often times many of the problems you deal with on a daily basis can be easily prevented. Unfortunately, however, by the

Whether they’re experiencing a medical emergency, or having technical issues with their computer, these days, most consumers expect to find help as soon as they need it. What happens when a pipe breaks at your house and you discover your basement has flooded in the wee hours of the morning? Or you’re awakened in the