PlumMarketing

call-automation

How Your Business Can Hit the 90/10 Rule for Call Automation

Businesses love numbers, so it’s no surprise that historically a fair amount of energy has gone into trying to quantify paths to success. Examples include the 80/20 rule of sales as well as a traditional benchmark for contact centers that states 80 percent of your calls should be answered in 20 seconds or less. However, …

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How to Reduce the Cost of Outbound Calls

In the realm of the contact center, keeping down the cost of outbound calls is a primary focus. The goal should always be to manage outbound call cost with customer experience quality. Getting the balance right means implementing a multi-pronged approach that optimizes agents, support staff, technology and training. Start with a Call Calculation Contact …

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Eight Ways to Smooth Out Your Clunky Call Experience Before the Holidays Hit

While there’s plenty of singing about sleigh bells ringing during the holidays, businesses typically are more focused on their phones ringing. Yet, sales and marketing success requires callers to have a seamless, individualized experience when they dial for assistance. The time to consider the caller experience isn’t when we’re in the final countdown to the …

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