FORT LAUDERDALE, FL, August 14, 2017 – The Results Companies (“Results”), one of the world’s leading Customer Experience Management providers, announced today that it has completed the acquisition of USA800. The acquisition of USA800 continues Results’ strategic growth plans and provides both Results and USA800 customers with expanded capabilities and Resources.
FRAM, probably best known for manufacturing oil filters for cars, uses “pay me now or pay me later” as its marketing slogan. In its TV commercials, a mechanic says this to customers who are reluctant to pay for an oil change. And the meaning is that you can pay for a relatively inexpensive but proactive... Read more »
Should agents receive incentives? On the surface, it’s a somewhat strange question because agents are people, and people like and respond to well-structured rewards systems, so why wouldn’t a company provide incentives to agents?
When companies outsource with a call center vendor, they are often given a choice to have their calls sent to a shared or dedicated environment. One of the many appealing benefits of working with a vendor partner is that they can offer this type of flexibility to their clients. In a shared environment, calls are... Read more »
I spend a lot of time surfing the internet for interesting news about contact centers. It’s one of the fun aspects of writing for a blog. I recently came across a novel skill to train agents – improv.
I first heard the platitude quoted in the title of this post many years ago. Back then, the athlete used as an example was Tiger Woods, as in “Even Tiger Woods needs a coach.” It’s a little trite, but if you look at it closely, it actually has a lot of merit.
There is a legendary call that occurred a few years ago that is often held up as a shining example of how to deliver a world class customer experience. It involves a phone agent from an online retailer who spent over ten hours on a call with one customer. The call resulted in the sale... Read more »
I was recently taking advantage of an online sale. The retailer sells a household consumable that I really like and purchase several times a year (especially when it’s on sale!). At the end of the transaction, I was offered a very vague merchandise reward in exchange for completing a customer survey. I typically don’t fill... Read more »
Talking to vendor references is part of most contact center selection methodologies. This step in the process typically happens once the potential vendor list has been narrowed down to the top two or three.
Quality is clearly an important metric to call centers. But so is service level. And average handle time. And first call resolution rate. And wrap time. And… Well, you get the picture.