Why Telemarketing Programs Fail, Part 4
By Kathy Sisk In the last issue we discussed properly assessing and preparing agents for training before the start of your campaign. Now we’ll look … Read more
Telephony Articles
How to Stay Positive in the Telemarketing Services Industry
By Angela Garfinkel No. Not interested. Thanks for your call, but no. No. You get the point. Working in outbound telemarketing sales can be a … Read more
Looking Ahead
By Bob Vornberg Telephone answering services (TASs) have played a unique and important role in our economy, from the early days of cord boards to … Read more
Telephony and Connectivity to the Cloud: Considering an All-in-One Contact Center Solution
By Mariann McDonagh and Mike Perry As a contact center executive, telephony is critical to your business. If you’re moving – or thinking about moving … Read more
Five Reasons Why Voice Remains a Vital Channel
By Joe McFadden With all the fuss, excitement, and chatter about new media marketing channels – digital and mobile – it’s a wonder we can … Read more
Anatomy of a Telephone Call
By Wayne Scaggs What is more basic or universal in the call center than the telephone call? No matter how different, unique, or special your … Read more
The Importance of Voice Communications
By David Baker The age of social media is upon us – it’s the new, cool kid at school. How quickly everyone forgets about voice … Read more
Phone Failure Fiasco
By Peter Lyle DeHaan, PhD Last month I shared that our house took a minor lightning hit, resulting in the need to call our satellite … Read more
The Trials and Triumphs of Telephone Support
By Peter Lyle DeHaan, PhD I’ve been thinking a lot lately about customer service via the telephone, even more so than usual. There are some … Read more
UC-Based Phone System: The Potential to Make Life Easier
By Angie Reed What if callers could be connected to the right person on the first try without having to listen to long on-hold messages … Read more