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INTERACTION IS ABOUT SHARING IDEAS

How to deliver effective contact center training programs

The Interaction blog has been inactive for a couple of years, so I am delighted to present our first re-launch article. Watch this space in 2019! When creating a contact center training program, what you must keep in mind is that every person learns ...

Insurance Telesales | Emerging Model for General Insurance

  A new model is emerging in general insurance for personal lines, i.e. home, motor, travel and health products.  This is in an environment where the insurance companies hurt with the high cost and frequency of claims, the broker channels struggle ...

Telemarketing Strategies | Intelligent program design

  When developing telemarketing strategies successful sales people do not usually expect to find valuable insights in books on accounting theory, but the work of Prof. Robert Kaplan is an exception.  Through the application of Activity Based Costing ...

Customer Service Outsourcing | 7 Tips to achieve affordable quality

  In the current market, the budget available to the Customer Service Director is shrinking and the pressure is on to embrace low cost customer service outsourcing solutions.  But the real concern is that as the price drops, the quality drops ...

Multilingual BPO Ireland | Telemarketing Campaign Management

  In last week’s blog we wrote about the design process for a telemarketing campaign and we promised to follow up this week with tips and insight on how to best manage a telemarketing campaign. The key thing about telemarketing is that it is a ...

Multilingual BPO Ireland | 7 Design Tips for Telemarketing Campaigns

  We have been blogging now for nearly 12 months.  We are pretty happy with the response we are getting and in particular the engagement that the blogs create with both existing customers and potential new customers.  Last weeks’ blog, however, was ...

Outsourcing Telemarketing | Multilingual BPO for Quota Achievement

  Quota achievement is a phrase that went walkabout in late 2008. It’s back now with an absolute vengeance.  It’s back in common sales and marketing parlance because sales growth is now firmly back on the business agenda. The Board now expects ...

Multilingual BPO | US firm’s European market entry strategy

  Bill Clinton was in the news last Friday for flying the Irish flag once again.  He chaired an Irish Government delegation in New York with two dozen of America’s most wealthy business people.  They were pitching why these companies should look at ...

European Call Center | Perspective on building loyalty online

  There’s an interesting blog going around this week from Customer Think.  One clever wit on Twitter summed up the main point in a retweet ‘NPS and CSAT are like the difference between love and sex’.  This juxtaposition amused me greatly. We do seem ...

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