MarketSource, an Allegis Group company, is the proven alternative to traditional sales outsourcing. The company believes that better sales begin with better relationships. For over 40 years, MarketSource has partnered with organizations of all sizes to recruit, train, and manage sales professionals, brand ambassadors, product experts, and passionate professionals. Better sales are simply MarketSourced.
Call center efficiency is important in the contact center industry. Better call center efficiency means better ROI, more satisfied customers, and empowered call center agents. There are many metrics and strategies used in the industry to measure efficiency. In this blog, we’ll talk about the technologies that your call center needs to boost call center […]Continue reading
Call center software used to be only accessible to large corporations with the resources and money to house an on-premise solution. Today, however, call center software for small businesses is both affordable and practical. Effective, advanced contact center software is a must for any business looking to provide seamless, personalized customer experiences. There are many […]Continue reading
Automatic dialers, or auto dialers, are powerful tools that can streamline your outbound calls and make the process much more efficient. They can also, however, create trouble for your call center due to the legal regulations and public perception of autodialing technology. In this blog, we’ll explore what autodialers are, what they should be capable […]Continue reading
Next week is SOCAP’s annual conference, Re-Imagine Customer Care. The title alone has me excited to learn about new processes and technology for improving and, dare I say, re-imagining customer care. If you are attending the conference to learn more about the changes in customer care, you are not alone. More C-level executives rank customer […]Continue reading
Telemarketing is a huge field in the contact center industry. Almost every company and contact center engages in telemarketing, whether it’s to connect with customers more closely or generate leads to pursue. As a result, many innovative technologies have been created and used by contact centers to reach more customers more efficiently.
WHAT IS COMPUTER TELEPHONY INTEGRATION? Computer telephony integration, or CTI, is any technology that allows interactions on a telephone and a computer to be integrated or coordinated. This allows call center agents to perform call-related tasks directly from their desktops.
Call center quality assurance is a daunting challenge that contact centers face. Thousands, sometimes millions, of interactions go through contact centers on a daily basis, making it impossible for manager and team leads to effectively monitor all contact center interactions. For many contact centers, only 1% to 2% of interactions on a single channel are […]Continue reading
It isn’t easy guaranteeing an amazing experience every time a customer interacts with your agents. Call center quality assurance (QA) is hard to get right, requiring time and effort to monitor thousands of interactions that happen each day. In this blog, we will cover some call center quality assurance best practices to make implementing quality […]Continue reading