wheels

MEASURING THE OUTSOURCING ECOSYSTEM FOR STRONGER CUSTOMER RELATIONSHIPS

In analyzing which customer engagements to keep in-house and which to outsource, companies need to look past basic cost reductions as a result of outsourcing and measure overall effectiveness and strategic customer experience.    In the case of a call center,  customer retention and the overall customer satisfaction (CSAT and NPS (Net Promoter Score) has to be…

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customer_service

THE VOICE OF THE CUSTOMER IN THE ENERGY DEREGULATED MARKET

Today’s deregulated energy market customers are demanding exceptional customer service now more than ever before.  Because deregulated states offer the consumer so many competitive choices, customers are demanding greater customer service when making payments, understanding their bill and general inquiries into the call center. With costs per acquisition (CPA) rising in some saturated deregulated markets,…

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databaseprospectaware1

HOW IMPORTANT IS A QUALITY CONTROL PROGRAM FOR ENSURING ACCURATE DATA?

It’s amazing, but despite your efforts to develop customer relationships, some consumers on your database disappear. Whether the individual has moved home, or has changed job titles continued attempts to send marketing communications are at best a waste of time, effort, and resources; at worst they can cause offense and may damage your brand. According…

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