<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=217869015213273&amp;ev=PageView&amp;noscript=1">
Menu

Squared Thinking

Contact Center Technology Glossary

Posted by Clarissa Gotsch on May 08, 2018

We put together a Contact Center Technology Glossary to get you started on some of the terms and software you might see in a modern contact center's technology arsenal. So whether you run your own call center or utilize contact center outsourcing, these call center terms should keep everything straight between all of the acronyms.

Contact centers are pretty good with keeping up with new technology.

Read More...

0 Comments Click here to read/write comments
Filed under: technology

Why We Should Not Micromanage Millennials in Contact Center Management

Posted by Clarissa Gotsch on Apr 27, 2018

"You better start swimming, or you'll sink like a stone. For times they are a-changing," Bob Dylan's 1964 lyrics still speak true to this day, and much has changed since the song debuted in the 1960's. The Baby Boomers that once made up a majority of the workforce are moving into retirement, and Millennials are taking their place. With this turnover in generations, also comes a change in perspectives, expectations, and culture. Contact center management, who have so long been rooted in micromanagement through agent performance and metrics, are going to have to alter how they manage their employees, or risk losing them. It has been shown that Millennials don't take too kindly to micromanagement, and are looking for a more fluid, creative, and trusting workplace. 

Read More...

0 Comments Click here to read/write comments
Filed under: call center management

FACTA: Fair and Accurate Transactions Act

Posted by Clarissa Gotsch on Apr 10, 2018

Call center compliance is as important to success as headsets and a dialer. Non-adherence and non-compliance to any local and national legislation can have serious ramifications that can add up to hefty fines. So when it comes to compliance, knowledge is necessary.

Here we begin a series discussing various legislations and policies that we adhere to so our call center not only protects information but insures our success, starting with FACTA.

Read More...

0 Comments Click here to read/write comments
Filed under: compliance

How to Generate Leads for Mortgage Brokers

Posted by Clarissa Gotsch on Mar 20, 2018

Why is lead generation important for mortgage brokers?

Lead generation is the sun, soil, and water for your mortgage business. It is essential for nourishing your business so it can keep up with or stay ahead of its competitors, and so it can grow. Old models that once worked for marketing and sales in the mortgage industry, don't any longer, as the market is an ever changing and evolving beast. Cold calling or pushy selling won't get you anywhere in the modern playing field. Lead generation, however, is golden. It's a win-win situation for both buyer and seller. The buyer is already interested, and has been looking at your service when they reach out to you, and you have an opportunity to pitch and pull in the fishing line on the buyers attention before another company does. 

Read More...

0 Comments Click here to read/write comments
Filed under: Mortgage Leads

How To Outsource Customer Service and What to Look For

Posted by Clarissa Gotsch on Mar 07, 2018

Have you been thinking about outsourcing your companies' customer service?

Read More...

0 Comments Click here to read/write comments
Filed under: customer service

Quick Tips to A Successful Partnership Marketing Strategy

Posted by Clarissa Gotsch on Mar 01, 2018

Read More...

0 Comments Click here to read/write comments

History of Contact Centers [Infographic]

Posted by Clarissa Gotsch on Feb 22, 2018

Customer service has come a long way in the last 200 years. We have gone from having to travel to the next town over to get your new radio repaired, to just simply picking up the phone. As new technolgies continue to develop, contact centers are constantly updating and integrating them into their buisnesses order to make the customer service experience as easy as possible. 

Here is the history and evolution of the Contact Center:

Read More...

0 Comments Click here to read/write comments
Filed under: contact centers

Being Put on Hold is Linked to Bad Customer Service

Posted by Clarissa Gotsch on Feb 06, 2018

Why Being Put On Hold Frustrates Customers

Read More...

0 Comments Click here to read/write comments
Filed under: customer service

If You Don't Know What the TCPA is, You Should

Posted by Clarissa Gotsch on Jan 30, 2018

WHAT IS TCPA

TCPA is an acronym for the Telephone Consumer Protection Act. First enacted under George H.W. Bush in 1991, the act restricts phone solicitations and regulates the use of auto-dialers and pre-recorded messages. It has since been edited to cover text-based telemarketing. 

Read More...

0 Comments Click here to read/write comments

Customer Service Outsourcing: Improve Your Companies' Customer Service

Posted by Clarissa Gotsch on Jan 17, 2018

Admit it, you hate being put on hold, and all those automated messages that prompt you to "press 2 for more information." You just want to talk to someone. An actual human being, not another one of those prompted robotic voices. In a time when automation runs rampant, by the time a customer actually gets the chance to speak to an agent, they have already been on the phone for some time. This is why first place, shoot for the moon kind of excellent customer service is so important.  A good call center can easily supply that for your company. Here are some ways that a call center can help exceed customer service expectations:

Read More...

0 Comments Click here to read/write comments

Start the conversation