Call Center

Ready for more fabulous horror stories from the call center? Today’s pair of doosies come to you from the support line of a large cable ISP. Let this be a word of warning: coon dogs, shotguns, and the Internet do not mix …

What’s up with the telemarketing business? In the space of three hours this morning, I got no less than six telemarketing calls. Five of those calls were for refi or home equity loan offers. The sixth was for a credit card. Maybe it’s partially my fault …

What’s the difference between CRM and CPM?

What’s the difference between inbound telemarketing and outbound telemarketing?

Exactly what is a Virtual Call Center?
Well … no … it’s not what you get when you hook up the Matrix to a predictive dialer.Virtual call centers are largely in-bound in function. They’re a means to assemble a team of knowledge workers across real world boundaries–whether that’s across the corporate campus, the country, or the [...]

Setting up appointments can be a real pain in the neck. Thankfully, appointment scheduling software is designed to end all of the hassles. While these niche applications started out on the desktop, the new breed of appointment scheduling software uses the ubiquity of the Internet to make life easier for providers and clients alike. [...]

When I asked for call center story submissions over the summer, I never imagined the wild tales of customer service woe. After reading these stories, I’ve gained a whole new appreciation for customer service call center employees. This is great stuff! Our first story of call center magic is so fabulous that I’ve decided to [...]

As the name implies, predictive dialers use advanced programming to predict the outcome of a call. According to legend, a predictive dialer can turn a less then optimal list into a productive session by maximizing the time that telemarketers spend with potential customers. If you have something to sell over the telephone and you have [...]