Archive for the 'Sales & Marketing' Category

Published by admin on 12 Sep 2013

How To Choose a Call Center Blog Series

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10.Do their values match yours and that of your customers? Do you believe in them and do they believe in you?

The mission and vision of the contact center is the foundation for their work and your relationship. It is like any new relationship, sharing the same core values allows for a deeper, more beneficial engagement that will last. If the contact center does not know what their mission, vision and values are, where are they going to take you and your customers? And are they even going to exist in a few years? Having a conversation about culture will allow you to identify if the contact center is a match with your vision and values. You want a seamless experience for your customers and you want your contact center to function as your true partner.  For this to be possible they have to believe in you and you have to believe in them. This is only possible with a foundation of shared values.

With these building blocks, built on a foundation of shared values,  and driven by a genuine passion for your success, your contact center partner can leverage your brand and enable you to achieve more than you ever could achieve on your own.

Published by admin on 29 Aug 2013

How To Choose a Call Center Blog Series

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8. Are the staff respected and appreciated and are they passionate about the clients that they serve and engaged rather than passive?

Contact centers are designed to provide many entry level opportunities for employment. Good contact centers bring in good people and provide opportunities for advancement, education and a positive working environment that keeps them there. The goal of a contact center should be to employee people that want to move up within the organization or even to an opportunity outside of the organization. A contact center that equips and empowers its staff to reach their full potential loves their employees and in return the employees love them back. This translates into excellence in customer care. Motivated, empowered individuals will deliver the excellence in customer service that will wow your customers and grow a loyal following. We have heard of contact centers whose average turnover rate is as short as a few weeks! Excellence in customer service is not provided in a negative environment by warm bodies with a couple days of experience. Another key indicator is client turn over. Asking about the contact center’s client turn-over rate can provide evidence as to whether your investment in developing a partnership will provide a positive return.

Published by admin on 22 Aug 2013

How To Choose a Call Center Blog Series

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7.Are they intentional and passionate about who they hire and what they hire for?

Asking questions about the hiring process within the contact center will give you information about the values of the company as well as the type of individuals who will be representing your brand. Does the contact center hire any warm bodies they can find? The ideal contact center is focused on quantitative skills such as attainment of Key Performance Indicators (KPI’s), as well qualitative skills such as attitude and customer satisfaction. A solid organization has a hiring ideology that reflects their values. For example here in Pittsburgh, University of Pittsburgh Medical Center Insurance Plan’s contact center hires people “who have service in their heart.” Wegmans hires for “caring and trust”. A genuine passionate answer from a potential contact center partner to the question “what do you hire for?” will demonstrate that their hiring process is not haphazard, and that it is designed to deliver on their marketing taglines and promises in a way that will benefit your organization and customers.

Published by admin on 18 Jul 2013

How To Choose a Call Center Blog Series


2. From the beginning of the call can you FEEL their customer service?

One of our clients says that he can feel our staff smiling through the phone. 78% of customers have abandoned a transaction or not made a purchase because of poor customer service (American Express Survey, 2011). You cannot afford to compromise on excellence in customer care. For your customers to FEEL the customer service, those responding have to passionately care about your business and believe in what you do. When selecting a partner, look to see if you can see this organization caring for your customers the way that you would. 7 in 10 Americans say that they are willing to spend more money with companies who provide excellence in customer service” (American Express Survey, 2011).  Are you prepared to deliver?   Do the company’s/contact center’s representatives enjoy providing customer service, and are they equipped to actually provide resolutions rather than just gather information? We train our team to tell customers what they can do, not what they cannot do. The contact center of your choice should ensure that each communication improves your brand and keeps your customers coming back.

Published by admin on 28 Nov 2012

A Tribute to Motivational Corporate Training Guru Zig Ziglar

Today we must say goodbye to a man that has significantly shaped current business history. Ziglar was a man of faith- teaching that taking action, common sense, fairness, commitment, and integrity are the building blocks to a philosophy on life that will achieve balance and success at work and at home.

“The foundation stones for a balanced success are honesty, character, integrity, faith, love, and loyalty.”

“People often say that motivation doesn’t last. Well, neither does bathing – that’s why we recommend it daily.”

-Zig Ziglar

Zig was a mentor to marketing guru Seth Godin. Seth wrote a short tribute on his blog today.

Rest in peace, Zig.


Published by admin on 21 Nov 2012

Small Business Saturday® is November 24, 2012!

Are you preparing your shopping list for Black Friday and Cyber Monday? Don’t forget the Saturday in between that supports small businesses nationwide!

Last year, over 100 million people shopped at independently owned small businesses across the nation on Small Business Saturday to support their local community and economy. Get involved this year as a proud supporter!

As the proud founder of this event, American Express is offering a one-time $25 statement credit to all card holders that enroll their qualifying American Express card and spend $25 or more on a single in-store transaction at any qualifying small business.

Hurry! Enrollment space is limited! For information on how to enroll your card, and for a list of qualified small businesses in your area, visit today!

Small Business Saturday is also on Facebook & Twitter!


Published by admin on 25 Oct 2012

COSE Small Business Convention 2012

Come join us today and tomorrow at the COSE Small Business Convention at the Kalahari Resort & Conference Center in Sandusky, Ohio. We are exhibiting at Booth #40 and would love to talk with you to learn more about your needs and how we can help! We look forward to seeing you there!

- Reba Schenk & Beth Larkin

For more information on this event visit

Published by admin on 24 Oct 2012

The Power of Thought: A Motivational Business Quote



“Whether you think you can or whether you think you can’t, you’re right!”

Henry Ford

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Published by admin on 18 Oct 2012

Top Ten Best Article Ideas for Your Newsletter from

Newsletter Help is an Internet firm that specializes in producing high quality custom newsletters for businesses throughout the United States. They offer complete and customized solutions for your newsletter needs including writing & editing, design & layout, printing, mailing, and emailing services. David Kandler, company Founder & President, offers many articles and tips for best practices when designing a newsletter. Listed below is the list from his article Top 10 Story Ideas for Your Customer or Marketing Newsletter:

  1. Current events and how they impact your business and customers.
  2. New or little-known uses for your products.
  3. Customer profile.
  4. Making a difference in the community.
  5. Employee profile.
  6. Tips in your area of expertise.
  7. Product or service profile.
  8. Changes in your business practice that will impact clients.
  9. Positive customer letters.
  10. Deals, specials, coupons, and discounts.

Please Check out the full article HERE for descriptions and examples of these ideas. Their website is full of information and beneficial tips to help you succeed. Good luck on your next newsletter!


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Published by admin on 17 Oct 2012

A Funny Motivational Business Quote

“People often say that motivation doesn’t last. Well, neither does bathing – that’s why we recommend it daily.”

- Zig Ziglar

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