Convoso

How RMC used software to increase its contact center conversions by 75%

Convoso

How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. Resource Marketing Corp (RMC) was looking to maximize its contact center’s lead and agent efficiency.

The 3 Key Efficiencies for Outbound Marketing Success

Convoso

If you want your outbound call center to convert more of your leads faster, efficiency is everything. But what are the best ways to improve efficiency while continuing to run full speed ahead with your business? lead generation call center solutions contact center software Convoso Call Center Agent

Use AI in these 4 ways to scale your outbound call center

Convoso

If you’re looking to scale your call center’s outbound operation, artificial intelligence (AI) can help in a big way. It’s especially helpful for call centers in industries like health insurance. The insurance vertical, for example, often scales outreach around open enrollment each year.

Measure Your call center's lead efficiency with these 3 kpi's

Convoso

Is your outbound call center spending too much time qualifying leads? lead generation call center solutions

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

How to navigate the world of telemarketing compliance in 2019

Convoso

This week we hosted the first in a series of four webinars about the most important changes in telemarketing compliance, and the recording is now available. Telemarketing Compliance" TCPA "Compliance

5 reasons why call center AI will enhance, not replace agents.

Convoso

As technology advances, we all have that utopian dream of having all our problems answered at a click of a button. No matter the difficulty. No matter the medium.instant solutions and quality experiences.

Convoso Client success story: VSA

Convoso

VSA searched for a single contact center platform that would eliminate the inefficiencies created by using various CRM systems and dialer capabilities not at all suited for a unique client this company needed to support.

CRM 156

How to Train Outbound Call Center Agents [Comprehensive Guide]

Convoso

Agent training is a huge part of call center life. In fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything. call center solutions

Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)

Convoso

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How to be Successful in Outbound Sales

Convoso

Outbound sales offers a burgeoning career to many entering the field. However, entering outbound sales and attempting to be successful, while maintaining confidence can be difficult. Acquiring and learning any new skill often comes with many challenges.

How to Create The Perfect Cold Calling Script For Call Centers

Convoso

When was the last time you sat through a cold call? Probably was a very, very, very long time ago. With today’s advanced customer expectations, you will be lucky to even get someone to answer their phone.

Video: How to Motivate Your Millennial Call Center Agents

Convoso

The topic of managing millennials is becoming an issue across nearly every major industry. However, the call center industry has been particularly affected by unmotivated and disengaged millennials. So, where do you start to fix this industry wide issue

Call Center Terminology: How Much Do You Really Know?

Convoso

Let's face it.the call center industry is one of the most complex industries in the world.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Photo Album: Team Convoso at Call Center Week Las Vegas 2017

Convoso

Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. The highly anticipated event took place in The Mirage in Las Vegas, Nevada.

How to Successfully Run A Full-Scale Call Center in 2017

Convoso

On the surface, call centers haven’t changed much over the last few decades. They still serve essentially the same purpose — to act as a customer service center, a sales department or both. But that’s just the surface.

Convoso Client Success Story: Ascent Mortgage Group

Convoso

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.

[QUIZ]  Is Your Outbound Sales Team Maximizing Productivity?

Convoso

Are your outbound sales team efforts optimized for productivity? If it took you some time to think it through.then odds are your team isn't working up to their full potential because they're lacking in key areas.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Why You Need To Swap Your On-Premise Call Center Software for A Cloud-Based Call Center Software, Today

Convoso

A decade ago, no self-respecting call center director would dream of using anything that even remotely resembled a cloud-based software solution. If the software and hardware weren't in your contact center, it wasn’t to be trusted. How else could you keep an eye on anything? call center solutions

Is Your Call Center TCPA Compliant? This $280M Lawsuit Proves Just How Important Compliance is.

Convoso

Like many other industries, businesses with telemarketing operations must adhere to several federal and state laws and regulations. These regulations are strictly enforced to protect consumers against complicit activities. However, a severe lack of resources to help call center operations remain compliant has resulted in major frustrations to consumers and has costed businesses thousands of dollars worth of legal penalties, and in some instances resulting in going out of business entirely.

[Free eBook] Ultimate Guide to Empowering Superstar Call Center Agents

Convoso

Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales.

How to Disrupt Your Competition

ShepHyken

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Showing Up On Time

ShepHyken

When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser.

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Live Up to a Higher Standard of Service

ShepHyken

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table.

That “Something Extra” You Offer to Make Customers Love You

ShepHyken

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.

Guest Blog: Shock and Awe – A Guide to Creating a Customer Experience They’ll Talk About for Life

ShepHyken

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019.

5 Top Customer Service Articles for the Week of October 7, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

5 Ways to Deliver Better Service Just in Time for National Customer Service Week

ShepHyken

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy.

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You

ShepHyken

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends.

The Customer-Free Zone

ShepHyken

There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.