Robert Davis

APRIL 5, 2018

Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers. Welcome to the age of customer engagement. If outbound is not a core competency of your vendor, look elsewhere.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers. Welcome to the age of customer engagement. If outbound is not a core competency of your vendor, look elsewhere.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Customer Service Life

JUNE 17, 2019

How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. Your frontline agents will love seeing where their individual quality stands and don’t need access to many of the other features within the app.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63