Face of the Call Center Industry is
Conservative consumers, shifting economic
conditions and increasingly competitive
business conditions are making it
easier than ever to get new customers.
These factors are also making it harder
than ever to keep your customers.
Customer loyalty isn't something easily
given, it is something that is earned.
for customer loyalty is nothing
new to contact center professionals,
but the changing face of the contact
center industry is. DialResults®
predictive dialer Multi-Media Contact
Center has been designed for the next
generation of contact centers, and
the new breed of contact center professional.
DialResults® emerging technologies
and evolving team management strategies
will lead the industry into the next
phase of contact center growth.
force behind these changes
is FTC Legislation and an expansion/revision
in basic call center objectives. Measures
of success in call center operations
have changed dramatically in the last
decade. While once only call completions
or number of orders were the primary
measure, depending on the call center
function, customer centric measures
are now the focus.
dialing and contact center technology
is changing almost as fast as traditional
dialers bring screen pops to an agent's
desktop. The US market, which is the
leader in terms of installed systems,
is in a period of transition.
Predictive Dialing started off as
a way to attract new customers and
to sell new ideas, but that model
does not fit well in today's marketplace.
Instead, companies are implementing
DialResults® predictive dialer
solutions in innovative ways, calling
airline consumers if their flights
are late, alerting utility customers
to power shortages, reminding drivers
to get their annual checkup, and even
notifying retail customers when a
package will be shipped late.
Does that mean that consumers can
say goodbye to someone asking for
"the man or woman of the house,"
or having someone stumble with a long
last name? Probably not, but there
will be a drastic change over the
next five years as dialers migrate
from being used for primarily outbound
sales activity to being used for proactive
outbound customer service.
without call centers will be
at a distinct disadvantage from their
competitors that have implemented
call center solutions. DialResults®
advanced technology is designed for
contact centers large or small. Built
with the rapidly changing needs of
today's modern contact center
in mind, it is an ideal, easy to use,