Blog category - Outbound

Imagine a contact center buzzing with genuine connection, where every interaction fosters trust and strengthens relationships. But beneath the surface lies a hidden challenge: navigating the delicate balance between impactful outbound communication and safeguarding sensitive customer data. In today’s privacy-conscious landscape, contact centers walk a tightrope, and missteps can have significant consequences. This blog post

In today’s intricate regulatory landscape, navigating outbound contact center activities without a proper compliance management system (CMS) feels like treading a minefield. From telemarketing regulations like the Do Not Call (DNC) Registry to industry-specific data privacy laws, ensuring adherence can be overwhelming. Thankfully, a well-structured CMS can act as your compass, guiding your enterprise through

In the modern customer-centric landscape, providing seamless and efficient service is crucial for companies to thrive. Customers want answers to their inquiries now, not in two business days. At most, companies should respond to customer inquiries in 24 hours or less.  An Ipsos Mori study found that the longer a company takes to respond, the

In today’s ever-evolving business landscape, the success of your contact center or customer service team hinges on one critical factor: agent productivity. Your agents are the frontlines of your organization’s customer interactions and play a pivotal role in shaping customer satisfaction, loyalty, and overall brand perception. To stay ahead in this competitive arena, it’s essential

Maintaining a healthy cash flow is vital for the success and sustainability of any organization. While attracting new customers and generating sales are important facets of revenue generation, an equally crucial aspect is revenue recovery, or collecting payments from customers who owe you money. This is where an efficient collections department becomes invaluable. As economic

Do you know the secret mantra of any B2C enterprise or contact center team? Ask anyone who cares about revenue generation, revenue collections, or contact center ROI and this is what you’ll hear, “Right customer in the right place at the right time.”  This is the baseline requirement of customer engagement for Sales, Collections, or

Editor’s Note: Updated with new data references as of May 2023 Do you know the secret mantra of any B2C enterprise or contact center team? Ask anyone who care about revenue generation, revenue collections or contact center ROI and this is what you’ll hear: “right customer in the right place at the right time”.  This

Average Handle Time impacts contact center KPIs from customer satisfaction to operational efficiency and agent effectiveness. It provides insight into the value of employee training programs, standard processes & resources. AHT plays a defining role in improving the customer experience and indicates an agent’s preparedness for successfully helping customers, winning a sales call, successfully collecting