First Call Resolution for Improved Customer Retention

Your customer support group can take steps to improve first call resolution. Good results can dramatically increase sales through customer retention.

This week we published a detailed article, First Call Resolution, Customer Satisfaction, and the Cloud Call Center that explains, in detail, how first call resolution in your sales and support call center, drives future sales.
[Read more…]

Call Center Performance Improvement

Call center performance improvement starts with setting realistic goals, then examining your staff, processes, equipment, software, and facilities.

[Read more…]

Call Center Queues – Potential Selling Engines

Your call center queues can be selling engines for your business if you manage them to share marketing information and to get referrals.

How your call queue works and what information it shares determine whether it’s a lengthy bore that turns off customers, or a selling engine for your business.
[Read more…]

Cloud Call Center – Why Buy When You Can Rent?

By Bruce Brownlee

Marketers and business owners can have a full-featured cloud call center without having to spend a fortune or learning how to configure a call center IVR.

If you and your marketing agency, like Bruce Brownlee Company, are doing a great job generating leads with organic search, PPC, and social media engagement, where are those leads going? Are the phone calls coming in being routed quickly to the right person in your organization? Are you using different phone numbers to segment your campaigns so you can figure ROI on each campaign?

[Read more…]

Virtual Call Center for Growing Business

By Bruce Brownlee

Virtual Call Center Solutions Improve Marketing

Virtual call center solutions can help you grow your business by serving your existing customers efficiently and enrolling new customers easily, at low cost per customer acquired. Having an efficient and full-featured call center ensures that existing customers are served quickly, getting you more referrals and upgrades from satisfied customers. The scaleable and reliable cloud call center features ensure that prospective customers are impressed with the response to their inquiries, making it more appealing for them to enroll or buy.

[Read more…]