August 04 NL.qxd - Call Center Times

Over 12,000 Downloads Monthly! December 2013 Web Newsletter Special Edition
From The Publisher’s Desk:
Here is what I know: Everyone
remembers a good treatment. It’s in our
nature, whether we choose to verbalize our
experiences, or keep them deep in the
recesses of our minds. So when I received
an invitation from the good folks at Xerox
Corporation, to join them in New York City,
for a presentation of their “Best Practices”
customer care approach and to boot, enjoy an
evening of tennis at the US Open, over Labor
Day, I could not thank them enough for their
kindness.
It got me thinking about how much
work goes into pleasing The Customer. My
hosts at this event, were almost too
embarrassed to accept my compliments, of
their efforts, implying, that it needn’t be a big
deal, but it was, to me! It mattered to me!
And that’s precisely why we, in the customer
care community, must always remain
cognizant of the impact of our words and
deeds, on The Customer.
We implore you to gain a tip or two,
from these companies, and share this edition
of our newsletter through your social media
outlets. Ask your friends to tweet, re-tweet,
and share with their connections. Everyone
loves stories about companies caring for their
customers!
I know that in my heart, I will be
forever in the debt of anyone that has ever
done business with Call Center Times!
Wishing you a very rewarding 2014!
Regards,
Nosa Eke
Publisher, Call Center Times
nosa.eke@callcentertimes.com
(972) 395-3225 phone
Create a moving experience for the
customer, and you have an advocate for life!
So it was against this backdrop that I asked
our readers to share testimonials of their
cutting edge customer service efforts, this
year. In all, we have published about 50
testimonials, for your enjoyment. We hope
that you will be inspired by the depth of
commitment, of these wonderful companies,
to caring for their customers.
We have published their testimonials in
the order in which their submissions were
received. (not in alphabetical order) Even
more heartwarming is that a number of these
organizations are already partners of Call
Center Times.
www.callcentertimes.com • 972-395-3225
e-mail: neke@callcentertimes.com
ServiceSkills.com
web-based
Communication Training
ServiceSkills.com is a
powerful web-based
learning platform which
offers your team access
to a complete library of
customer service and
communication training
resources. This
interactive system
features streaming
video chapters, quizzes,
post-quiz feedback, key
points reminders and
certificates of
completion. An robust
administrative
management system is
also included.
ServiceSkills.com is a
hosted solution,
meaning there’s no
hardware to buy or
software to install on
your network. Your
team will sharpen skills
and improve
performance using any
web browser. The
platform is intuitive to
operate which reduces
the hassles common
with other online
learning.
Content is powered by
Telephone Doctor,
America’s favorite
customer service
training brand, which
has helped over 30,000
organizations improve
the way they
communicate.
ServiceSkills.com is
available via an annual,
all-inclusive
subscription and pricing
is based on the usage
tier level that fits your
needs.
view the 3 minute tour
at
http://www.serviceskills
.com/tour.asp
available in 100+
countries
Founded in 2006, Listen
Up Espanol is the
leading Spanish
language call center.
Recognized as one of
the fastest growing,
privately-held
company’s by Inc
500|5000 for three
consecutive years, the
company is
headquartered in
Portland, Maine with
the call center in
Hermosillo, Mexico. The
company offers direct
response, non-profit
and corporate clients a
broad range of call
center services from
inbound sales,
customer service and
lead generation to
Spanish advertising
production services.
Listen Up Espanol’s
unique abilities are
helping clients to
effectively accelerate
growth, maximize
quality and take the
risk out of entering a
new market.
http://www.listenupesp
anol.com/NewsResources/bid/87152/Li
sten-Up-Espanol-Setsthe-Bar-for-SpanishLanguage-Teleservices
CallFinder is an
affordable and flexible
call recording and
speech analytics solution
that allows businesses
to easily record and
analyze customer
conversations. This
powerful audio mining
solution finds specific
spoken phrases within
recordings and identifies
and categorizes calls
that cover business
challenges such as
customer satisfaction,
workforce training,
business and
competitive intelligence,
script compliance, and
more.
CallFinder offers a suite
of free white papers
available to guide
businesses in using
cloud-based call
recording and speech
analytics technology to
help them identify why
customers call their
business, what makes
them satisfied, and what
causes dissatisfaction.
For more information,
visit
http://www.mycallfinder.
com.
http://www.mycallfinder.
com/resources/whitepapers/
_________________
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m is the #1 global
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We absolutely love these
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EVANSKI, IT
MANAGER,
SHUTTERSTOCK
___________________
AccuRecruiter is an
engaging and interactive
video experience for job
candidates. It provides a
real time interaction
that allows you to
dynamically share
information about your
company, your jobs and
your culture based on
what the candidate
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AccuRecruiter matches
the best candidates to
your job openings.
· Engaging – Engage
early with an automated
video interview so you
don’t lose them to a
long application process.
Auld Lang Syne … What to Leave Behind?
By Kathleen M. Peterson
Chief Vision Officer, PowerHouse Consulting, Inc.
Another year is about to end. Soon we will be raising our
glasses and our voices as 2013 turns to 2014, heralded in
to the chorus of “Auld Lang Syne.” How did this tradition
begin? I consulted the Internet and discovered via ABC
news that “despite its strong association with New Year’s
Eve, ‘Auld Lang Syne,’ written by Robert Burns in the
1700s, was never intended to be a holiday song. Guy
Lombardo is credited with popularizing the song when his
band used it as a segue between two radio programs
during a live performance at the Roosevelt Hotel in New
York in 1929. By coincidence, the band played “Auld Lang
Syne” just after the clock struck midnight and a New Year’s
tradition was born.” (headlines/2012/12/auld-lang-synewhat-does-it-mean-again/) Here is just another unintended
consequence of a random act … similar some might say to
the impact of social media. Radio was an early vehicle for
social media! Promotion of products, ideas, entertainment,
and politics had never before enjoyed such a magnificent
platform.
The words “auld lang syne” mean “times gone by” and that
is what I would like to discuss … the times gone by this
year. What has been learned, changed, or forever altered?
What is better, worse, or unchanged? The Contact Center
industry is one in which so much is changing or could
change. But sadly it often remains the same, or heaven
forbid, it gets worse. I would like to share a few areas that I
think really need to change in the Contact Center business.
These will merit the lifting of a glass and the singing of
Auld Lang Syne. They are things best left behind!
“MARKETING DOESN’T TELL US ANYTHING.”
When will this mantra ever end? I have heard this phrase
for close to 25 years! If you know Marketing isn’t
communicating activity which spikes your call volume, then
institute the ASK Program (Always Seek Knowledge).
Engage with Marketing in advance and open a dialogue.
Look for ways the Contact Center can support Marketing.
Demonstrate the value of sharing information by identifying
information the Contact Center is able to collect which has
value to Marketing. Consider the fact that Marketing is not
“holding back” information; it is much worse. They simply
do not recognize the Contact Center as a cross-functional
partner worthy of time and attention. It is your job as a
Contact Center leader to change that mindset! This is an
issue that can and must be eradicated; there is no place
for it in 21st Century operations.
“TRAINING IS CANCELLED.”
This sentences rankles me each time I hear it. I once
polled an audience equipped with a response device on
this topic. First I asked, “Who believes training is a critical
success factor in the Contact Center?” Participants agreed
unanimously that it was. Later in the same talk, I asked
how many attendees had recently cancelled training for
one reason or another. Ninety percent confessed!
Training is the single most important activity any Contact
Center engages in. (And in today’s world, there are many
ways to engage learners that extend well beyond the
traditional instructor-led model.) Cancelling training may
occur for very legitimate reasons. However, cancelling
training or (even worse) not scheduling training causes
staff morale to decline and overall quality to suffer. Far too
often the only training front line agents experience is the
new hire program! Consider evaluating this past year’s
training. Did ALL front line staff participate in 10, 20, 30
PowerHouse Consulting, Inc.
360 Route 101, Suite 6
Bedford, NH 03110
www.powerhouse1.com
1-800-449-9904
hours of training this year? When evaluating this for “times
gone by” think about what you consider to be training. Your
answers may be enlightening.
Instead of a Christmas tree this year, mount a Learning
Tree in your Center as a reminder of the many ways in
which we learn. We learn when we interact with coaches,
peers, and customers. We learn when we share articles or
white papers. This tree can be themed monthly … “What
have we learned about our customers?”, “What have we
learned about our processes? “, or “What foolish things do
we do?” (perfect for April Fool’s Day). Make it fun and
create incentives around contributions and suggestions.
Create a program where your “Learning Tree” bears fruit.
Consider having Contact Center staff hang “fruit” in the
form of learning testimonials and a monthly harvest of
interesting insights to be enjoyed! People learn from a
variety of events and activities; we must broaden our
definition of training to include the power of observation,
discussion, insight, and curiosity. People long to be part of
something. How wonderful it would be to make them a part
of a Learning Operation. I believe there are things you can
do to stimulate (i.e., feed the tree)! Provide a well-designed
topic schedule for team meetings, lead lunch and learn
discussions, create scavenger hunts. Any activity that
“stimulates” qualifies. Broaden your definition of training so
that the experience becomes more creative and your
annual training hours grow. All while the Learning Tree
bears fruit!
“WE DON’T HAVE MANAGEMENT TRAINING.”
Management training remains the MOST NEGLECTED
area in Contact Centers though front line leaders
(supervisors, team leads, etc.) face massive challenges.
For many, it their first management position as they most
often rise from the ranks. These leaders have a large
number of people to oversee … with no previous
experience and little if any management training. It is sad
that companies are often satisfied with leaders that lead
based on how they were managed. It is all they know and
if it was a good experience, that’s great. If not, the
experience can be disheartening for all. How many hours
did your Contact Center leaders spend in management
raining this year? What is your plan for next year? Think
about it, seriously!
“WHAT IS YOUR TALENT PIPELINE AND WHO IS IN IT?”
Talent is a precious commodity. How to get it, nurture it,
and keep it has long been the topic of endless
management books, conference sessions, and articles.
There is good reason for this. Talent is critical to success
and succession. I am really troubled by those Contact
Centers that do not possess a genuine “Talent Pipeline.”
Interestingly enough, there are often others in the
enterprise that look at the Contact Center as THEIR Talent
Pipeline. This is all well and good as long as everyone
involved is included in the decision. Cross-functional
“poaching” is very common. Its occurrence is often used to
soften the blow of turnover numbers ...”a high percentage
of folks that we lost in the Contact Center took other jobs
in the company.” While this might look like a good thing,
how good is it for your customers?
Experience promises are made and include connecting
customers to competent resources. (No company says call
us and we will hook you up with a trainee who is years
away from knowing the answer to your question.) These
promises must be kept or your Customer Experience will
suffer! You must evaluate to assure that your agents and/or
front line management are not making lateral moves simply
to get out of the Contact Center. If they are, there is
something wrong. And of course the poachers are not
PowerHouse Consulting, Inc.
360 Route 101, Suite 6
Bedford, NH 03110
www.powerhouse1.com
1-800-449-9904
going to take your poor performers; they are hunting for
TRUE TALENT. This leaves you and your customers with
poor performers and new hires. Turnover in the Contact
Center must be calculated from the customer’s perspective
and plans made to retain a balance of skills in the Center.
The resources you want to hold onto must feel as though
they are part of a true Talent Pipeline … one that has
opportunities for growth within the Contact Center and
within the enterprise. Be creative and craft mechanisms
that keep talent alive and engaged!
Of course the Talent Pipeline really begins with hiring. So I
once again share the sage advice my daddy once gave to
me related to my dating choices ...”Easy to get is hard to
get rid of.”
………..
I wish you all Peace in this holiday season. I wish you all
quiet time to relax and enjoy your friends and family. And
when you sing “Auld Lang Syne” this year, remember the
things you want to bring forward next year. Remember too,
the things best left behind … but that will remain branches
on your learning tree forever!
“For auld lang syne, my dear, for auld lang syne, we’ll take
a cup of kindness yet, for auld lang syne.”
Best,
Kathleen
(#75, Auld Lang Syne … What to Leave Behind?,
December 2013)
PowerHouse Consulting, Inc.
360 Route 101, Suite 6
Bedford, NH 03110
www.powerhouse1.com
1-800-449-9904
· Interactive –
Information is shared
(branding message,
value proposition, job
positions, etc.)…and
questions are asked—
each candidate’s
experience is unique
based on how they
chose to respond.
· Video – Pre-recorded
and plays automatically
upon prospect entering
your site (or ATS).
· Eliminates Barrier to
Entry – Immediately
engages with
prospective job
candidates & passive
job seekers.
http://accurecruiter.alig
nmarkproducts.com/Car
eer/What%20is%20Acc
uRecruiter
___________________
ProBoards is the
largest provider of free
Internet forum hosting
with millions of
members. It is the
preferred service
provider for businesses
looking to fully engage
and serve their
customers, a proven
strategy employed by
Fortune 500 companies.
Recently released,
Proboards Version 5.0 is
powerful and easy-touse with hundreds of
new features, including
“live search”
capabilities:
http://www.proboards.c
om/pressreleases/proboardsversion-5-reinventsonline-forums Providing
customers with a
dedicated forum creates
staunch, knowledgeable
company advocates
that influence others,
promotes products and
services, and enables
24/7 customer support.
While other social
media platforms are
used by businesses,
Internet forums
encourage intimate
two-way communication
to successfully and
better serve customers.
___________________
Contact Solutions
invents real customer
service. Our voice and
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innovative Business
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Contact Solutions
recently launched
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My:Time allows
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entire service
interaction.
Contact:
Jeni Anderson
The Fletcher Group, LLC
303-931-2130
www.fletchergroupllc.co
m
Find us on Twitter
___________________
LL Contact Center is
the first Multilingual
contact center, BPO/ITO
service provider in
Tegucigalpa, Honduras;
providing access to one
of the largest bilingual
workforces in Central
America. LLCC is
equipped with latest
generation technology
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quality services at a
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BPO
o Quality Control
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Assistance
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Management
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Contact Center
o Customer Service
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payment reminders
o Interactive Voice
Response
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Communications
(Phone/Chat/SMS/Social
Media)
o Upselling and Cross
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Telemarketing/Sales
ITO
o Technical Support
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Application Development
and Implementation
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Development
o Virtual PBX
Contact us at
www.llcontactcenter.com
___________________
Founded in 1985,
TeleManagement
Search is the leading
recruitment firm
dedicated to executive
and managerial
searches in Call Center,
Customer Service and
Inside Sales. Serving a
wide array of industry
verticals including
insurance, financial
services, utility, travel,
cable,
telecommunications,
and catalog/direct
marketing, we recruit
outstanding
professionals in all
facets of call center
sales and service
management including
inbound, outbound,
vendor management,
training, and workforce
management.
http://www.tmrecruiters
.com/testimonials
___________________
WHY INTELEMEDIA IS
ON THE CUTTING EDGE
Intelemedia has
created a new breed of
call center services by
offering a complete
technology platform to
enhance customer care
ENSURE THAT YOUR FURNITURE
SOLUTION IS EXACTLY WHAT YOU NEED
— WITHOUT LEAVING YOUR CHAIR
With a phone and web connection, we can show how the furniture, layouts, and colors you’ve selected
will look in your contact center — and even make live changes giving you an up-to-date visual of your
furniture solution. Watch a demo web conference at: interiorconcepts.com/learnmore.
solutions that fit.
Call Center Furniture | Bullpen Cubicles | Administration Offices | Reception Stations | Seating and Tables
interiorconcepts.com
through routing of calls
to elite agents across
multiple outsourcing
call centers, seamlessly
integrating IVR and live
agent environments,
unifying reporting and
management of these
environments under
one simple platform.
Intelemedia has
“cracked the customer
experience code.”
Imagine customers
communicating with top
agents from the
industry’s elite call
centers
Imagine all data
traveling with the caller
throughout your
customer care
environment
Imagine actionable and
insightful analytics
online
Imagine one simple
contract and service
Talk to our clients—
recognized household
brands—ravings fans
who have gone beyond
imagination with
Intelemedia!
See how we’ve helped
our clients and can help
you too
http://www.intelemedia
.com/about-us-2/howwe-help-our-clients/
For more information
call Steve Trifelos
Office: 330-878-1700
___________________
RSVP services.
1-800 We Answer Call
Center
Inbound/Outbound Call
Center Outsourcing
Solutions utilizes
advanced technology
and a dedicated CSR
team. We have over 45
years of experience in
managing customer
relationships for clients
in nearly every industry
and field. Our sales and
support know-how,
excellent business call
center agent training
programs, and diligence
in creating our client
accounts combine to
create the best call
center outsourcing
opportunity for your
company.
1-800 We Answer Call
Center is a trusted
member of the
Association of
TeleServices
International (ATSI),
the Better Business
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as a Government
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Call Center provider.
*Advanced Call Center
Services including,
catalog order taking,
credit card processing,
order entry, order
tracking, up-sell, crosssell.
*Outbound Call Center
Services and
Telemarketing, including
research and surveys.
Event and Seminar
Registration:, bookings,
confirmation, lead
generation, and event
1-800 We Answer has
the latest technology,
back-up systems,
disaster recovery
systems, contingency
power sources and
utility providers
ensuring both ours and
our clients systems’
integrity.
Contact: Robert Porter,
President/Owner 1-800
We Answer
1-800-932-6793
Email:
rob@weanswer.com
Website:
www.weanswer.com
Call Center Success
Stories
___________________
Calabrio develops
Calabrio ONE®, a
comprehensive and
powerful suite of contact
center workforce
optimization and
analytics software
including call recording,
quality management,
workforce management,
and speech, desktop,
and text analytics.
Calabrio ONE is intuitive
and flexible – providing
innovative products with
an easily personalized
architecture that allows
contact centers the
freedom to tightly
integrate applications
and scale these
solutions to fit their
needs. Calabrio strives
to put the power of
harnessed data to work,
kicking complexity to
the curb while bring the
most important data
quickly to the helm
where it becomes simply
actionable.
___________________
Call 4 Health, one of
the largest medical call
centers in the industry,
is no longer just an
answering service,
offering a hosted patient
access center solution.
“We are innovating the
way in which our clients’
patients communicate
with their practice or
hospital,” said Call 4
Health’s Bryan
Weinstein, VP of
business development
and contracts. “We have
created the term
“Hosted Patient Access
Center.” We are giving
patients the ability to
scheduled appointments
and request
prescriptions refills without having to be
transferred to another
department or take a
message for a call
back.”
Call 4 Health currently
interfaces with over
twenty EMR (electronic
medical record) and
Practice Management
software applications;
the number continues to
grow. In addition, they
strive to make it easier
for providers to
implement a live agent
emergency answering
service, offering a
special per provider flat
rate pricing for the
service. If a client is
using their hosted
patient access center
solution, they provide
after-hours emergency
message management
at no additional cost.
Learn more about us by
visiting
www.call4health.com or
call 888-422-7352. To
learn more about this
solution please click on
the link below for a
brief presentation.
http://www.brainshark.
com/call4health/Appoint
mentScheduling/zFBzG2
16kz2TRWz0?tx=callcen
tertimes
___________________
Intradiem
In an “always on”
world, employee
response time based on
historical trends doesn’t
cut it. In fact, it can
taint the customer
experience and kill your
competitive advantage.
Intradiem provides an
intraday workforce
management solution
that accelerates a
company’s ability to
react in real-time,
thereby reducing labor
costs, improving
employee performance,
and enhancing the
customer experience.
By integrating
Intradiem’s task
management, intraday
staffing, reskilling,
channel balancing, and
alert notification
capabilities,
organizations can
create a real-time
workforce and generate
rock-solid profits.
___________________
Lawrence & Schiller
TeleServices
We are in the customer
contact business. That
is why in customer
service and sales,
having a multifaceted
call center strategy isn’t
just important to your
business; it’s do-or-die.
The right customer
contact strategy can
make your business one
of few that connects,
resonates, and retains a
customer for life.
We have been building
market leaders for
more than 25 years by
developing successful
inbound, outbound,
support services, and
data management
solutions based on the
wants, needs and
lifestyle of the
consumer. We offer all
the benefits of the
largest providers, but
without the costs and
restrictions often
associated with doing
business with them.
Our smaller size, if you
consider 200 – 400
seats small, allows us
to be the most
responsive so we can
focus on your unique
strategies and serving
your most prized assets
– your customers.
The only thing more
important than what
our customers say
about us is what our
customers’ customers
say about us. Service is
at the heart of what we
do. And from what
we’re hearing, we do it
well. Read More Here:
http://www.mostrespons
ive.com/companywekee
p/testimonials/
___________________
Dialogue Marketing
Dialogue Marketing goes
beyond traditional
business process
outsourcer (BPO)
services to improve
relationships with
customers by innovating
the customer
experience. By
combining proprietary,
custom developed
technology solutions
with passion and a
dynamic, innovative
culture, we work with
our clients to enhance
each stage of the
customer life cycle. As a
leader in customer
engagement for some of
the most well- known
brands in the country,
we provide an array of
services from social
media customer service
to B2B sales. Our
services are greatly
enriched with predictive
analytics and attribute
routing capabilities
resulting to high touch,
high value customer
experiences.
View our latest case
studies and press
releases at
www.dialoguemarketing.com/news_ca
se.html
___________________
Communico Ltd.
For over 25 years,
Communico has helped
companies transform
their interpersonal
communication. We are
committed to partnering
with organizations in
embracing a service
mindset that builds
lasting relationships with
customers and
employees.
At the heart of our
commitment is The
MAGIC® System.
MAGIC, which stands for
Make A Great
Impression on the
Customer, is an
integrated system of
assessment, training
and consulting that
ensures consistently
exceptional customer
experiences.
Our programs and
consulting services
develop leaders at all
levels to champion
service and model
effective relationships.
The results: measurably
improved service
ratings, employee
performance, and
customer
loyalty.
http://www.communicolt
d.com/pages/44_results
_from_communico_clien
ts.cfm
___________________
RDI Marketing
Services, Inc.
4350 Glendale Milford
Rd. Suite 250
Cincinnati, OH 45242
(800) 388-7636
RDI is a world class
outsourcer providing call
center and
administrative services,
as well as market
research to a broad mix
of companies. RDI is a
relationship driven
organization that is
focused on delivering
quality in a cost
effective manner. RDI’s
client list is based
extensively on longterm partnerships
including Fortune 500
clients GE and Discover.
Since 1978, RDI has
grown based on results
and continues to
cultivate that reputation
of success.
About Us:
http://www.rdioutsourci
ng.com/viewpage.php?p
age=2&id=2&type=1
Our Services:
http://www.rdioutsourci
ng.com/viewpage.php?p
age=8&id=3&type=1
Our Blog:
http://info.rdioutsourcin
g.com/
___________________
AireSpring
AireSpring delivers the
next generation of Call
Center voice and data
products at prices
which will make you
feel extra comfortable.
For 12 years, we’ve
been at the forefront of
Long Distance, MPLS,
SIP Trunking and
Hosted PBX. Our award
winning IP network was
built from the ground
up to handle the high
volume and calls per
second that Call
Centers demand. We
make it easy for Call
Centers to connect
because we’ve built our
entire business around
you.
Contact:
Sales@AireSpring.co
m
Web:
http://www.AireSpri
ng.com
Phone:
1-800-825 -1055
_______________
CallScripter is a
leading provider of
agent desktop, scripting
and process
optimisation technology
for the contact and
customer service
centres worldwide.
Supporting and
empowering multichannel customer
conversations in realtime, CallScripter has
the flexibility to be onpremise or cloud-based
solution.
The application enables
rapid set-up, efficient
handling and
sophisticated reporting
of advanced inbound
and outbound
campaigns which are
built and controlled via
a simple browserbased, easy-to-use and
highly-configurable user
interface. With features
designed to increase
agent productivity,
enforce compliance and
promote dynamic
customer conversations,
CallScripter is the next
generation scripting tool
that manages and
supports every step of
the customer journey.
http://www.callscripter.
com/community.html
_________________
Bring your vision to life
with call center
furniture by Interior
Concepts. Maximize
space on your call
center floor with our
unique 1-inch panel
furniture system while
creating a professional
look. By working
together, we ensure that
you receive exactly what
works best for your
environment.
“I wanted to take a
moment to tell you that
your installation group
was absolutely
outstanding. The project
was completed on time,
and our associates are
ecstatic to work in this
new environment. The
stations are strong and
very pleasing to the
eye. We could not be
more pleased.” - Tom
O’Connor, CEO, OLC
Global
Weblink:
http://www.interiorconc
epts.com/products/callcenter-furniture
_________________
Etech Global Services
is a leading provider of
intelligent sales and
service solutions
utilizing inbound and
outbound voice and live
chat. We understand the
importance of customer
relationships. That’s why
all of our solution
strategies are driven by
the ‘voice of the
customer’. Our stringent
QA process ensures an
ever-improving
customer experience.
We also gather critical
business intelligence
data from each
customer interaction.
And we do everything
with the highest
integrity and quality
possible. These
differences allow us to
provide industry-leading
service, stellar CSAT
scores, and high
performing sales and
service solutions that
enable our clients to
increase revenue and
delight their customers.
http://www.etechgs.com
/Case-Studies.aspx
_________________
SHL is the leader in
talent measurement
solutions, driving better
business results for
clients through superior
people intelligence and
decisions - from hiring
and recruiting, to
employee development
and succession
planning. With a
presence in over 50
countries, SHL delivers
more than 35 million
assessments annually in
over 30 languages allowing over 10,000
business customers to
benefit from both global
expertise and local
insight. Along with its
world-class consulting
practices and 24-hour
support center, SHL
clients can access over
1,000 assessments
through an easy-to-use
technology platform.
SHL was acquired in
2012 by CEB, the
leading member-based
advisory company. By
combining the best
practices of thousands
of member companies
with advanced research
methodologies and
human capital analytics,
CEB equips senior
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leaders and their teams
with insight and
actionable solutions to
transform operations.
Headquartered in
London, UK, SHL has
offices in North and
South America, Europe,
the Middle East, Africa,
Asia and Australia/New
Zealand. For more
information, visit
www.shl.com.
_________________
Contact Center
Pipeline
Contact Center Pipeline
is a monthly
instructional journal
focused on driving
business success
through effective
contact center direction
and decisions. Each
issue contains
informative articles,
case studies, best
practices, research and
coverage of trends that
impact the customer
experience. What
makes us special? Our
writers and contributors
are well-known industry
experts with a unique
understanding of how
to optimize contact
center resources and
maximize the value the
organization provides to
its customers.
Subscribe to our print
or digital publication at
www.contactcenterpipeli
ne.com.
_________________
CallSocket believes
customer service is the
New Marketing. Every
time we interact with
customers is an
opportunity to build
stronger relationships
and convert customers
into raving fans. We
deliver this service by
building an amazing
culture where people
are empathetic,
passionate, and fun to
be with.
As the only contact
center with an internal
creative agency, we
help companies
increase revenue and
expand customer base.
We supplement sales
and marketing with
outbound sales and
integrated online
campaigns.
We leverage cuttingedge cloud-based
technologies designed
by the team that
created the Genesys
platform to deliver
service over multiple
channels.
_________________
Astute Solutions
Astute Solutions is
revolutionizing multichannel customer
service through smarter
knowledge
management. Using
state-of-the-art natural
language processing,
Astute Solutions’
RealDialog does away
with keywords, instead
focusing on the
sentiment and context
of a user’s request.
Long lists of links,
FAQs, and irrelevant
search results are
replaced by concise
responses, delivering
accurate answers more
quickly. Boosting the
speed and quality of
responses all while
capturing actionable
customer insights across
multiple channels
enhances the overall
customer experience
while providing
organizations with a
deep understanding of
their customer. Contact
Astute Solutions at
866.571.8098 or visit
www.astutesolutions.co
m
_________________
Pipkins, Inc.
(www.pipkins.com) is
a leading supplier of
workforce management
software and services to
the call center industry,
providing sophisticated
forecasting and
scheduling technology
for both the front and
back office. For thirty
years, Pipkins has
created and delivered
superior workforce
management products
for call centers of all
sizes with thirteen
industry-first
applications. Pipkins’
WorkforceScheduling.co
m, a low cost
subscription-based
workforce management
solution, utilizes
Vantage Point, our
enterprise workforce
management solution,
and allows our powerful
scheduling and
forecasting engines to
run on our remotely
hosted servers, freeing
you from additional
hardware and IT costs.
For more information,
visit
https://workforcescheduling.com.
BenchmarkPortal has
always been cutting
edge in benchmarking,
research, best practices
consulting and its
College of Call Center
Excellence training
courses. The sources of
its position are three:
•The world’s largest and
most reliable database
of contact center
metrics.
•Using that database to
produce reports showing
strengths and
weaknesses – diagnostic
tools like no others
•Employing the
industry’s best and most
experienced instructors
and consultants, who
love working with us
because we are
continually updating
offerings with new best
practices.
At BenchmarkPortal, we
have the data, the
research and the love of
customer service to lead
our industry.
Testimonials Page:
http://www.benchmarkp
ortal.com/call-centernewsresources/testimoni
als
_________________
TriageLogic
TriageLogic is a leading
provider of quality,
affordable triage
software and after-hours
nurse triage services.
We offer a full line of
triage protocol systems
and services to meet
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client needs.
TriageLogic integrates a
unique blend of
innovative
communication
solutions with medical
expertise based on
practical experience and
thorough understanding
of the field. Our
services unit offers
24/7 trained nurse
triage support. The
software unit develops
nurse triage systems
both for after-hours and
day-time use. All can
be customized or
private-labeled for each
client.
http://www.triagelogicn
urse.com/files/TLNurse
Brochure.pdf
_________________
Integrate is the first
advertising technology
provider that empowers
media buyers to plan,
launch, analyze, and
optimize marketing
campaigns across
performance, digital
and traditional media.
Integrate’s Centralized
Media-Management
Platform (CMMP) offers
buyers and sellers an
end-to-end solution
that supports the entire
lifecycle of paid media
campaigns in one
intuitive dashboard.
Here’s a link to our
most current white
paper:
http://integrate.com/st
atic/documents/marketi
ng/Thought_Leadership
/B2B_Crosses_Channels
_Integrate_White_Paper
_2012.pdf
_________________
Callzilla is a Hispanicfocused contact center.
Our mission is to be the
Ambassador to the
Hispanic marketplace
for America’s leading
brands. We help
companies acquire and
care for their Hispanic
customers. We offer:
•Spanish language
customer service
•Spanish language
telesales
•Spanish language lead
generation
•Spanish language
social media monitoring
and engagement
•Spanish language
telemarketing
•Spanish language
promotions
•Spanish language
winback / buy back /
loyalty programs
•Spanish language
market research and
surveys
•Spanish language
collections
Technologies utilized
are phone (voice), SMS
text, Chat, Web-chat
and Social Media chat,
Email, and IVR.
Through the successful
integration of
technology, Callzilla
empowers companies
by providing meaningful
data to gain the best
insights into their
Hispanic marketing
communications efforts.
For a complimentary
assessment of how we
help companies acquire
and care for
theirHispanic
customers, please
contact Callzilla by:
info@callzilla.net |
+1.855 CLLZLLA (2559552) ext. 301 |
www.callzilla.net
3100 SW 145th Ave.,
Suite 410 Miramar,
Florida 33027
_________________
HireIQ
Solutions, Inc.
HireIQ Solutions, Inc.
helpscustomer service
organizations improve
hiring decisions, reduce
recruiting costs and
increase talent
performance using its
proven predictive
performance technology.
HireIQ’s hiring
optimization suite including InterviewIQ,
its virtual interviewing
solution, and
LanguageIQ, it’s
English-language fluency
and proficiency solution
- uses rich media, web
and voice response
technologies to
automate the phone
screening process,
resulting in betterqualified candidates
presented during the
hiring process.
Employees hired using
HireIQ’s talent
performance
optimization suite
demonstrate increased
speed to competency,
reduced attrition and
improved sales and
service performance.
HireIQ is a privately
held company based in
Atlanta, GA. For the
latest HireIQ news,
please visit:
http://www.hireiqinc.co
m/resources/press.
___________________
SpiceCSM :
http://www.spicecsm
.com/category/press
/
SpiceCSM offers a
variety of customer
support management
options for business
looking to provide
excellent support for
their customers. The
saas based application
allows for anytime
anywhere access with
just an internet
connection.
Case and Ticket
Management: Create,
edit, and view tickets for
each of your customers.
Business Rules Engine:
Automate tasks, send
customer satisfaction
surveys, and modify
ticket parameters all
without lifting a finger.
Guided Process
Workflows: Keeps your
agents following your
processes each and
every time while
gathering the
information your
company needs.
Reporting & Analysis:
Make critical business
decisions and improve
operational efficiencies
by reporting on
pertinent data.
___________________
Customer
Relationship Metrics
Website:
www.metrics.net
Re: Why my company is
on the cutting edge…
Customer Relationship
Metrics is on the cutting
edge because of people
and their inventions and
discoveries with
transforming data in to
action.
When Chris Lah from
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Telcominds, Inc.
(888) 485-7120
sales@telcominds.com
www.telcominds.com
Cincinnati Children’s
Hospital talks about
customer experience
analytics and the role it
plays in his contact
centers, you know how
different and important
working with the
talented people at CRM
is.
Because the company is
owned by an academic,
the client services team
not only serves they
also teach. They have
release many
complimentary ebooks
(http://metrics.net/blog
/call-center-ebooklibrary/) that cover
important topics like
speech analytics, social
media, and first call
resolution.
It is amazing to be part
of an organization that
creates a more exciting
future.
___________________
Bay Bridge Decision
Technologies offers
CenterBridge, contact
center strategic
planning software.
CenterBridge provides
fast and accurate
analysis of the most
common and complex
contact center
scenarios. Planners can
develop weekly,
monthly, annual, and
multi-year planning
scenarios for inbound
phone, outbound
phone, email, IM,
casework and
processing across the
entire enterprise,
including multiple sites
across geographical
regions. CenterBridge
performs thousands of
calculations per second
to deliver instantly the
optimal solution to your
most complex business
questions
http://baybridgetech.co
m/2012/01/10/contactcenter-strategicplanning-software/
___________________
Cicero Inc. provides
solutions that enable
business transformation
of enterprise
interactions across
companies and
government
organizations. Cicero
XM technology delivers
this capability via an
innovative combination
of desktop integration,
automation,
presentation and
analytics capabilities,
built to transform
customer interaction
into the most powerful
marketing and branding
asset a company can
own. Cicero stands out
among other software
solutions for its ease of
configuration and
change control
eliminating up to 90%
of the change control
costs and time,
providing the ability to
deliver actionable
intelligence through
efficient combination of
telephony and
interaction data, and
delivering immediate
benefits with an ROI in
less than 6 months.
Learn more about
Cicero XM:
http://www.ciceroinc.co
m/index.php/products/c
icero_xm_summary
View press releases:
http://www.ciceroinc.com/
index.php/about/news
___________________
Evolv is the leader in
providing data driven
workforce selection to
call centers. Evolv’s
unique approach to
screening and selection
science delivers
measurably better
employees and business
results. Evolv’s
customers include
numerous call centers
around the world
including 3 of the top 5
Global BPOs. Evolv’s
success is based on its
use of employee
performance data to
tune and refine
assessment scoring
algorithms for each of
its clients. By optimizing
the assessment for each
client’s unique KPIs,
Evolv delivers results
that are far superior to
traditional assessments,
increasing productivity
by 15% while lowering
early attrition by 30%
or more.
Visit:
www.evolvondemand.com
___________________
CallPoint New Europe
JSC
CallPoint New Europe is
a multilingual contact
center and BPO
provider, delivering endto-end solutions rooted
in Best Practice
approach and Six Sigma
expertise. The company
has got 1,000 positions
across three delivery
centers in Eastern
Europe.
CallPoint is currently
serving 50+ European
and North-American
leading multinationals in
20+ languages across
following main industry
verticals: Travel &
Leisure; Financial
Services; Retail & Ecommerce, High-Tech &
Media.
Service offering:
multichannel customer
interaction services,
transformation & risk
management solutions.
Driven by quality and
security of its
operations, CallPoint is
ISO 9001:2008 and ISO
27001:2005 certified
and is a PCI DSS
compliant service
provider.
Link to:
http://www.callpointgroup.com/en/bposervices.html
___________________
Kimberly Mitchell,
president of
InterWeave, continues
to support leaders in
their understanding of
the behaviors that
create WOW
relationships with
employees and
customers. Since
InterWeave’s inception
in 2000, Kimberly has
supported the coaching
efforts of over 5000
leaders and helps them
drive significant changes
in their organizations.
Kimberly continues to
provide reinforcement
through the re-launch of
her blog at
www.wowperformance.c
om. You will find ideas
for how to become a
transformational leader,
strategies for changing
your culture and much
more! Coaching to
WOW, Kimberly’s
signature coaching
process, inspires
participants to change
their leadership
behaviors and keeps
them coming back for
more!
Service Quality
Institute is the global
leader in helping
organizations create a
service culture and help
them drive superior
service by improving
the performance of the
entire workforce.
www.customerservice.com and
www.JohnTschohl.com
I have testimonials both
live and in print on
www.JohnTschohl.com
http://www.johntschohl
.com/testimonials.php
We provide leading
edge products that
change behaviors and
attitudes and teach the
art of customer service.
SQI is the only firm in
the world that has
enough product where
a client can introduce a
new program over 3
years every 4 months
so a service culture can
be created. One shot
programs produce one
shot results.
Over the last 20 years
firms have focused on
the flavor of the month
without much results.
Without something
fresh and new every 46 months it will be
difficult to create a
service culture.
___________________
Altitude Software is
the leading independent
contact centre vendor
for unified interaction
solutions. With
exclusive focus on
Contact Centre
Solutions for the past
15 years, developing,
implementing and
supporting unified
contact centre
solutions, Altitude
Software unifies all
interactions
management from
beginning to end,
regardless of the
channel that a
customer chooses to
contact your company.
More than 900
companies worldwide
use Altitude uCI8 to
optimise communication
with customers, reduce
operating costs and
boost productivity. The
brand new ground
breaking release
Altitude uCI8 gives
customers the ability to
leverage from social
network activity in real
time, focusing on key
goals of the
organisation’s strategy,
and take immediate
action to improve
productivity and results.
All this within a single
system to license, learn
and operate.
http://www.altitude.co
m/uk/news-andevents/presscenter.html
___________________
Aegis is a worldleading outsourcing
services provider, with
more than 50,000
employees in 50
locations across 12
countries providing total
customer lifecycle
management. Many of
the world’s leading
brands trust Aegis to
take care of their
customers and their
brand equity.
Aegis Quality ensures
a consistent and high
quality of service
whether the
engagement is
conducted in Joplin,
Johannesburg, or
Jamshedpur. Our
approach focuses on
providing the client and
Aegis operations with an
accurate view of their
business, leveraging the
call center for business
insights, and driving
improvements in CSAT,
sales, cost and
compliance to deliver a
better customer
experience.
Contact:
Aegis Global
Communications
8201 Ridgepoint Drive
Irving, TX 75063
972-830-1800
www.Aegisglobal.com
info@aegisglobal.com
Twitter @aegisonline
___________________
Jacada features a suite
of products designed to
provide the perfect
interaction for your call
center agents. By
building optimal
customer service
processes while
leveraging your existing
desktop applications,
Jacada improves the
customer service
experience for
companies around the
world. With solutions
ranging from Unified
Desktops to improved
CRM user interfaces and
processes, Jacada will
be able to do the same
for your company. And
with a typical ROI of
less than 12 months,
your choice to partner
with Jacada makes
sound financial sense.
http://www.jacada.com/
news/PR367.htm
The Results
Companies is a
customer contact
solutions provider that
specializes in service,
sales, and tech support
for Fortune 500 firms.
Established in 1990,
Results provides
services through over
4,400 agents located in
12 locations worldwide.
With a foundation rich in
technology and
innovation, Results has
developed systems
designed to improve call
management to enhance
performance and
customer experience.
For 20 years, the
company has partnered
with organizations to
grow their customer
base and increase their
market share. Results
uses its understanding
of the science of a
successful call to make
sure customers enjoy
superior service every
time.
Below is the link to The
Results Knowledge
Library, which contains
content including white
papers, case studies,
articles and more. For a
good example of the
kind of material we
produce, please
download the white
paper entitled
“Managing the Customer
Experience.”
http://theresultscompan
ies.com/knowledgelibrary
___________________
Sell More, Type Less
AnswerNet’s
Voice2CRM Transcription
Service eliminates the
need for your sales
team to spend
countless hours
performing
administrative tasks,
enabling them to spend
more time doing what
they do best - selling
your products or
services. A simple call
from a sales
representative to
AnswerNet’s voice
recording system is all
it takes to have your
CRM accurately and
efficiently updated on a
daily basis. By using
AnswerNet agents to
transcribe information
and enter it into your
CRM, the data entry
burden is lifted off your
sales team’s shoulders.
Website:
http://www.answernet.c
om/voice2crm/
_________________
Transparent BPO was
created in 2009 to
provide its clients with
superior telemarketing
services and business
process outsourcing at
competitive pricing.
Our new state of the art
building in Belize City is
the home to 220 call
center seats and agents
that provide top quality
call center services.
At Transparent BPO, we
provide domestic level
quality sales and
customer service at
near-shore pricing. We
have client testimonials
to support our claims!
•
•
•
•
•
•
•
•
Sales
Lead Generation
Customer Service
Appointment Setting
Data Entry
Oder-taking
Surveys
Welcome Calls
Visit us on the web at
www.transparentbpo.co
m.
_________________
Nicor National’s Call
Center has one goal —
to provide an
exceptional customer
experience. That
commitment is
demonstrated by our
partnership with
SwordCiboodle. We
have benefited from
their expertise in
designing application
software for contact
centers, and in 2011
launched our new
universal front-end
system. Since then, we
have realized
measurable results that
include reducing a
customer’s hold time
and call transfer rates,
as well as the amount
of time needed for
training. In addition, we
have increased First
Call Resolution and only
ask for customer
information once. Our
new system has helped
us increase both
employee and customer
engagement ? the
perfect combination!
_________________
At Telelanguage,
service excellence,
quality improvement
and customer loyalty are
key to our viability as a
leader in telephonic
interpretation services.
Our clients recognize
Telelanguage as the
most cost-effective at
delivering customized
telephonic interpretation
services with industryleading quality. At
Telelanguage, service
excellence is a
fundamental
requirement of our
mission to build the
premier global
telephonic interpretation
services company.
Additionally,
Telelanguage’s awardwinning, world-class
telephonic interpretation
service is rooted in its
people, the team
members who
contribute directly and
indirectly to top-quality
service delivery.
To find out how
Telelanguage can work
for you please call
(503)459-5655 or visit
us at:
http://telelanguage.com
/SwitchLanguageVendor
s.cfm
___________________
Contact and Servicing
Center from Fiserv
provides customized
private-label outsourced
solutions, both inbound
and outbound, to the
financial services
industry. Designed to
reduce costs, add value
and increase business
agility for our clients,
the Fiserv offering
includes Customer
Service, Collections,
Recovery, Lease
Maturity Management,
Helpdesk Support,
Online Banking and
Sales Campaigns. Fiserv
also offers a variety of
back-office functions
such as payment
processing, imaging and
document management,
title/UCC management,
and vehicle remarketing.
By offering on-shore,
near-shore and offshore
options, we have the
flexibility to scale
quickly and design a
program that maximizes
results at a low-cost
rate.
Read about Strategic
Considerations When
Outsourcing
Visit us: Contact and
Servicing Center from
Fiserv
___________________
Are your IVR and web
self-service applications
critical elements of your
customer service
strategy? How about
your revenue generation
and cost reduction
strategies?
If so, you must monitor
and test these
applications from the
outside-in, customer
perspective.
IQ Services delivers
true end-to-end
performance
measurements for
integrated self-service
and communications
solutions. We generate
real, automated voice
and data traffic just like
real customers! So
we’re platform, vendor
and language
independent.
With over 15 years of
experience, IQ Services
is the partner of choice
for businesses who
require high technology
performance and
increased customer
satisfaction.
Learn More about IVR
Monitoring:
http://www.iqservices.com/whysignup
.asp
Lots of Web & IVR
Testing Information:
http://www.iqservices.com/Download
s.asp
___________________
inContact (NASDAQ:
SAAS) helps contact
centers around the
globe create profitable
customer experiences
through its powerful
portfolio of cloud-based
contact center software
solutions. The
company’s services and
solutions enable contact
centers to operate more
efficiently, optimize the
cost and quality of
every customer
interaction, create new
pathways to profit and
ensure ongoing
customer-centric
business improvement
and growth.
Case studies on our
website:
www.incontact.com
___________________
CAS, Inc. Founded by
Kate Nasser, The
People-Skills Coach, has
released a new infopacked & humorous
contact center training
DVD that
builds your reps’ skills
in adapting to USA
customers? regional
expectations. From near
shore to off shore, this
knowledge makes a
significant different in
US customer experience
and satisfaction.
Filmed live in Kate?s
workshops, this DVD
brings her 20 years of
coast
to coast customer
service experience to
your call/contact
centers
around the globe. Can
your reps deal with
New Yorkers & Texans?!
Preview at
http://katenasser.co
m/training-dvds. For
more info, call
CAS, Inc.
908.595.1515 USA or
email:
info@katenasser.com
.
___________________
Big D Communication
We carry a full line of
telecommunication and
electronic products,
including headsets,
recording equipment,
telecommuting
products, cordless
phones, supervisor
monitoring systems,
Polycom, conferencing
equipment, conference
bridges, observation/
security equipment,
batteries, tape and
conventional phone
equipment.
We specialize in helping
business reduce their
cost with regard to
peripheral phone
equipment. Big D
discounts all products
15%-40% off list price.
Our years of experience
have shown that
sourcing this type of
product from an
experienced service
oriented distributor will
lower your costs. Big D
Communication can
provide sales, warranty
service and repair of
your peripheral phone
equipment at reduced
rates, saving your
company hundreds,
maybe thousands of
dollars. We also can
refurbish any telephone
for $69.90 as well as
any headset or amplifier
for $24.
Please find our internet
catalog at
www.bigdcom.com Give
me a call at and I’ll
provide you a great
quote for any equipment
needs. Feel free to
contact me if you need
additional information or
pricing for any
communication
equipment listed on our
web site.
GOOD CUSTOMERS
ARE WORTH
THEIR WEIGHT IN
GOLD.
Are you prospecting for new customers or mining
for new opportunities with existing customers?
The right data delivered at the right time enables improved inbound call
management and enhanced outbound telemarketing.
Optimize call routing strategies and improve call scripting with accurate and
insightful customer information delivered via real-time screen pops. Increase
contact and presentation rates and reduce operator wait times on outbound
calls by appending or validating accurate phone data.
Speedeon Data powers successful teleservices programs and other direct
marketing initiatives for leading companies and their contact centers within the
banking, retail, cable television, and insurance industries.
Through innovative data solutions, including real-time Reverse Phone Append
and other Data Append Services, Advanced Data Hygiene Solutions and New
Mover Programs, Speedeon Data provides the highest quality contact data
available anywhere.
Turn your marketing programs into SOLID GOLD with Speedeon Data.
866.647.9219
|
www.speedeondata.com
|
sales@speedeondata.com
WHITE PAPER:
The Incentive
You Can’t Count
On Is the Best
Incentive
Incentive programs can
be more effective when
the award value is
random and the
participant can choose
whether to engage with
the program through
variable reinforcement
options. This white
paper discusses the
impact game mechanics
(gamification) can have
on the performance of
incentive programs,
outlines the psychology
behind variable payouts
and provides three case
studies (2 of which
were in contact center
environments) to
support the
effectiveness of
variable, random award
payouts. Download and
read the complete white
paper HERE.
ABOUT SNOWFLY
INCENTIVES:
Snowfly is a full-service
employee incentives
and recognition
company. Utilizing
proprietary software
along with motivating
rewards, gamification
and the timeless
principles of human
behavior, Snowfly’s
team of professionals
will create, implement
and manage an online
employee incentives
and recognition solution
for your call center.
Your Snowfly-facilitated
employee incentive,
recognition and reward
programs will be the
catalyst for quantifiable
improvements in
workforce performance,
morale and retention.
To learn more about
Snowfly and how our
proven approach to
employee engagement
and motivation can be
utilized in call center
environments:
Visit www.snowfly.com
Check out our blog
Schedule a
demonstration with a
Snowfly Representative
View an on-demand
demonstration
Give us a call at 307745-7126
Snowfly Facebook Page
XXX(FP'MVFOUDPN
Quick Addressing
Improved.
Brilliant!
Empower your contact center staff. With Capture
they can quickly and accurately enter full addresses
into all types of forms with the fewest possible
keystrokes. Provide better customer service and
improve the overall quality of your contact database
— no more misspelled or invalid addresses.
Introducing MailRoom ToolKit Capture.
Innovative search finds the right address quickly
Automatically switches between multiple
address forms
Easy-to-use interface improves efficiency
Out-of-the-box installation and intuitive
field mapping reduce IT burden
Call 800-553-6477
today for a free trial
Ask about our competitive pricing.
Get ready to put the ‘quick’ into Quick Addressing.
Simply Powerful Data Quality Solutions
www.satorisoftware.com
©2010 Satori Software, Inc. All rights reserved. Satori Software and MailRoom ToolKit are registered trademarks and Satori is a trademark of Satori Software, Inc
tin# 75-2915747
P. O. Box 118451, Carrollton, TX 75011-8451
Bus. 972-395-3225 Fax 972-395-9205
Dear Vice-President of Sales/Marketing:
Here Is How We Can Help Increase Your Bottom Line!
_______ ‘2014 Call Center Book of Lists Directory’:
u Over 2,000 Call Centers Listed
u Each Call Center has at least One Decision Maker Listed
u Includes bonus technology leads - (Speech Technology, Recording Solutions and ACD information)
u Approximately 1000 E-mail Addresses
u The Directory is in CD-ROM (Excel Spreadsheet)
u FREE Quarterly Updates
Cost: $425
______ Vendor Directory: Your Company’s listing will be included in the Vendor Directory, on our website,
www.callcentertimes.com, for the next 12 months.
Cost: $399
______ Buyer’s Guide: Your Company’s listing will be included in the Buyer’s Guide, on our website,
www.callcentertimes.com, alongside your logo, for 12 months.
Cost: $517
______ Corporate Logo Promotion (Website):
Cost $500
______ Corporate Logo Promotion (Newsletter):
Cost $500
______ Monthly Newsletter Advertisement:
Cost: $275
Cost: $275
______ Classifieds Advertisement (60 Days):
Webinars/Webcasts, Seminars, Call Center Space Advertisement, etc.
Job Posting (job posting will run on our website until filled):
Cost: $275
One Time Fee Per Posting
Simply check the applicable column(s) and return by fax to (972) 395-9205. Quality of the database is guaranteed.
Testimonials from past and present customers are available upon request. Please note all transactions are final.
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