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Call Center work can be very difficult and keeping agents motivated and empowered is an uphill battle, but positive call center psychology can help build an environment that nurtures agents and benefits customers. Try these five theories to improve your call center psychology. Primin A way of establishing a positive mindset before carrying out an action, priming allows […]

Choosing a call center can be difficult for any business owner, but if you’ve never used one before, then you may not even know where to begin. On the surface, all customer service centers may appear the same, and any of your options will meet a bare minimum standard of speaking English and answering the […]

Last week I was trying to teach my granddaughter how to garden. In just half an hour, I realized that a child’s perception of gardening is a bit different from adults. It is mostly about watering and playing with mud. I asked her what she wanted to plant and she said “magic beanstalk.” Being a […]

“Marketing Automation” had not quite reached dictionaries 10 years ago. It’s possible bid management did. For a long time, online marketing strategies revolved around the idea of the sales funnel, or the typical path that people take when moving from prospects to paying customers. As long as you understood how the funnel worked and the […]

We’ve all heard the phrase “content is king” … but is it? To stand out in this age of information overload, a company has to differentiate itself continually. To keep reinventing itself. The best way to do this is to feed the SEO machine with new content constantly. Content Is King … If It’s Relevant […]

It’s practically a given that male leaders will be assertive, authoritative and competitive. Women leaders, however, bring a whole new set of qualities to the table. Albeit lesser known, these unique strengths can add great value to business. Here are the 10 top traits of women leaders, and why they are so valuable: 1. Multitaskers: […]

Despite the fact that many companies are shifting their customer service centers overseas, it’s imperative for call center quality that customers can understand the reps – or risk losing customers. There’s always a trade-off, a balancing act between cost and quality. Too often, overseas call centers do not have quality control, proper training, or management held […]

I love marketing. It’s been over two decades, but nothing has changed my passion for marketing. I Love Marketing – Competition Fuels My Passion Competition is one of the most exhilarating elements that has kept my passion burning. I’ve always been driven by the challenge of staying ahead of competitors and doing things differently and doing […]

Running a call center is an exercise in providing customer satisfaction with every call. That means that the customer experience needs to be managed to give them what they want when they want it. Yet, customer experience management can sometimes be lost in the flood of calls that come into a a contact center. That’s […]