April 21, 2011
Webinar - Webinar Tackles Issue of Knowing Call Center Callers Better
By David Sims, TMCnet Contributing Editor
Here’s a question you probably spend less time thinking about than you should: “At the moment of live interaction, whether handling inbound or outbound calls, does your call center agent know who they are talking to?”
Stop and think about that one for a minute. Why does it matter? Imagine what products they might be interested in, what cross sells or upsells they may be open to and what might be their potential lifetime value to the organization.
Such issues were the focus of a recent highly useful Webinar, titled “Who’s on the Line: Identify and Value Prospects and Customers.” The Webinar discussed how to identify and qualify the customer or prospect on other side of the phone can transform your call center; helping drive conversion, improve operational efficiencies, and increasing revenue.
Presenting was Dorean Kass, director of consumer facing markets, TARGUSinfo (News - Alert), a key industry voice and advocate for the use of on-demand intelligence about consumers and businesses.
Kass said the key question today, the one to answer first, is “If you knew more information about your callers, in real time and during that moment of interaction, what might you do differently?”
The presentation covered how to understand who’s calling and instantly identify high-value prospects, improve operational effectiveness by moving high-value prospects to the top of the call queue and route them to most appropriate agent, boost order values by instantly pinpointing the most compelling cross-sell and upsell offers and automatically re-engage non-converting callers while their interest is still high.
Also presenting was Ken Dawson (News - Alert), chief marketing officer of InfoCision Management Corporation. As CMO, Dawson is responsible for managing and overseeing all nine of InfoCision’s Marketing Divisions, as well as the Creative Services Group, Business Intelligence Group, Fulfillment and Print Services, and Legal Departments.
To listen to the archived version of this podcast, click here.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jennifer Russell