Archive for February, 2011

Make it Relevant - This Year's Theme for Varolii's Interaction Conference

by Varolii on February 25, 2011 in 2011, Airlines, Banks/Finance, Consumer Svcs, Retail, Utilities, Varolii News, Wireless/Telcom with No comments

“Make it relevant” is the theme for Interaction 2011, Varolii's annual client conference, which will be held at the beautiful Red Rock Resort outside Las Vegas from May 22/23 to May 25. Since I am going to be giving a couple of presentations at the conference, I have been thinking about what "make it relevant" means. Continue reading →

What are Best Methods for Collecting Past Due Accounts?

by Varolii on February 25, 2011 in 2011, Airlines, Banks/Finance, Retail, Utilities, Wireless/Telcom with No comments

When it comes to money, size does matter. More is better, biggest is best.

It's important to keep this in mind when comparing alternative methods for collecting past due accounts. While cost efficiency is good, at the end of the day whichever approach yields the tallest stash of cash should win. Continue reading →

Don't Forget the Details

by Mary Cook on February 25, 2011 in 2011, Consumer Svcs, Mary Cook with No comments

The devil is in the details.

I am completing my MBA – 2 classes left. I am currently in Strategic Human Resources and being asked to uphold to the strictest syllabus I have ever seen in my life (55 pages). This said, as a professional, I complete my assignments according to requirements.

I received an email from my university a few days ago. It started with: Continue reading →

Understanding Your Customer's Contact Preferences

by Mary Cook on February 18, 2011 in 2011, Call Centers, Mary Cook with No comments

So, I like to use my family as customer examples whenever possible in my presentations. This is the first time I am actually documenting them online – so not only have I entered into a new realm of exposing my fun and dysfunctional family, but I am undoubtedly going to get a phone call…but not from my niece. She will SMS, Tweet, Facebook, or email me (and if I don't respond within 60 seconds she repeats – she is all about the immediacy). Continue reading →

Collections and the Increasingly Mobile Consumer

by Brian Moore on February 18, 2011 in 2011, Brian Moore, Call Centers, Consumer Svcs, Wireless/Telcom with 1 Comment

I gave a presentation last month at a cable industry collections conference on the increasingly mobile consumer and its implications for collections operations. This was an opportunity to educate the audience made up of credit and collections leaders on the rise of the "mobile only" segment of consumers in the market for telecommunications services, with an in depth look at how this impacts their customer relationships. Continue reading →

Social Media and the Call Center

by Mary Cook on February 11, 2011 in 2011, Call Centers, Mary Cook with 2 Comments
In today’s world, fast is not always fast enough. To keep up with emerging technologies, a call center has to familiarize itself with social media trends because that is where its customers are.  Being able to provide short, concise pieces of information to customers is valuable in an age where face-to-face time, emails, and traditional phone calls are no longer the norm.  By doing so, the call center increases its opportunities to successfully build relationships with existing and potential customers requesting its assistance.  Social media is a Continue reading →
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