Outbound Calling in Today’s Contact Center
As a channel, outbound occupies a somewhat quiet place in our industry. Total volume is lower than inbound for most of us, and its long and somewhat storied telemarketing past makes it far less...
Executive Talk: Mark Kantor, Lego
In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of contact center experience. He has done everything from frontline agent,...
The Welcome Call
In my last post, I looked at a few Do's and Don'ts of Proactive Contacts. Not sure how to get started with proactive work? Most organizations start with cross-sell or upsell initiatives added to...
Proactive Do’s and Don’ts
In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some down time (which, of course, there never is). That’s unfortunate, because proactive work is...
