Turning Your Call Center Into a Contact Center

On a regular basis, most of us log into one of the many social media outlets – LinkedIn, Facebook, or Twitter, to name a few – to keep in touch with family, friends, and acquaintances as well as to promote ourselves within the business world.

We see the ease with which gainful connections can materialize among strangers, ideas shared, and new business relationships formed. Why then are so many of us failing to see the benefit of adopting social media technologies and channels of communication as our own business tools?

Vixicom LLC exhibited at the 2011 ERA
Convention and Expo in Las Vegas, NV

The ERA D2C Convention is produced by the Electronic Retailing Association (ERA), the only trade association in the U.S. and internationally that represents leaders of the direct-to-consumer marketplace, which includes members that maximize revenues through electronic retailing on television, online and on radio.

Creating Call Center Agents Who Think for Themselves

Although Direct Response is a scripted enviroment, the truth is that every client would love to know it has an army of agents who think for themselves in the call center.
Agents who are trained to put themselves in the caller's shoes and, as a result, can almost always figure out how to close the deal, save the sale or solve a tricky customer service issue within the client-provided guidelines are invaluable.

June 2011 response Magazine Ad.

Filling Your Call Center with Proactive Self Reliant Agents

Direct response is a scripted environment, but every client would love to know they have an army of agents who think for themselves in the call center selling their products and managing customer needs and expectations. These agents would have been trained to put themselves in the caller's shoes and, as a result, know how to close the deal, save the sale, or solve a difficult customer service issue.