Call/Contact Centres

I don’t want to sound as though I am preaching to the converted here as I know how difficult it can be to constantly be

The campaign strategy has been set and the offer created. All that needs to be done now is the selection and loading of the call

Being able to report, measure, review and interpret the results of your call centre campaigns is paramount to the ongoing success of your direct marketing

What if your Contact Centre and Customer Service Departments generated marketing ideas and increased sales through plain old good service, while still reducing costs? Impossible

TIP 1: Benchmark Staff Get your Quality and Assurance Department to give you a hand to give you the ability to identify the most successful

As a great Direct Marketing (DM) professional, you no doubt know your Return on Investment (ROI) attributes, metrics and calculations backwards. However, there always seems

The hard work is done, the calls are being made and now it’s just a matter of waiting for the sales to roll in from

Quite often our clients tell us that they would like things to be better between their Contact Centre and Marketing Departments, so stronger business results

Call centre audits can be a great way to gain some real and useful insights into how to improve your customer facing operations. This post

With call centre infrastructure technology changing on an almost daily basis and the need to ensure robust ROI values in all aspects of Call Centre

Continuous Process Improvement is associated to actions a business takes to continually re-evaluate and change any of its processes based on increasing efficiencies of the

Ensuring success in your next call centre tender evaluation is than just using good project management techniques. A few months ago, a client called

What is Closed Loop Reporting (CLP) Closed Loop Reporting is any reporting that is done by a business (or silo within a business) where the