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Getting more out from outbound
Tue, Mar 10, 2009
Getting the most out of an outbound or telemarketing team is a mix of psychology, encouragement and leveraging clever technology. We provide six suggestions to get more 'out'...
Jason Hime
Jason is Alliances Director at IPscape and runs the alliance program group who assist and support alliance partners in pre-sales, marketing, training and sales.
The egg-timer dilemma: measuring first call resolution
Thu, Apr 23, 2009
Years ago measurement was all talk - talk time anyway. Short talk time meant more calls could be handled so there would be shorter call queues and customer satisfaction would rise - right? Wrong. If anything metrics such as these helped to drive down customer satisfaction as real customer insights and detailed problem resolution were sacrificed at the altar of corporate cost-cutting.