24-7 Intouch Recognized as 2012 Top 50 Teleservices Agency by CIS Magazine
WINNIPEG, MANITOBA. May 14, 2012 — 24-7 Intouch, global contact center outsourcer, announced today that it has been named on the Customer Interaction Solutions 27th Annual Top 50 Teleservices Agencies Ranking, increasing its Global Aggregate score to 13 from 25 in 2011.
The Top 50 Teleservices Agencies Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices agencies are ranked for being the largest agencies in the industry as measured by the amount of billable teleservices minutes completed during the past year.
In the Interactive category, 24-7 Intouch ranked 5th, an improvement from 31st in 2010, and 8th in 2011. 24-7 Intouch also ranked 5th in the International Outbound category and 7th as an International Inbound provider.
With the addition of its onshore Denver, CO facilities in 2011, 24-7 Intouch qualified for the first time in the U.S. Domestic Outbound and Inbound categories, ranking 13th and 21st respectively.
“With the launch of our Denver facility, we have been able to exponentially expand our capacity. Being recognized, for the seventh consecutive year, as a leading contact center, and for the first year as a U.S Domestic solution provider, is an honor,” says Greg Fettes, President and CEO of 24-7 Intouch. “As we continue to grow and expand operations, we will maintain our ‘boutique’ approach and focus on training highly qualified agents to seamlessly represent our clients through our multichannel offerings.”
More…
Contact Center Slang – You Said What? – Part 3
After attending two fantastic events last month, Frost & Sullivan Customer Contact East and SOCAP (Society of Consumer Affairs Professionals) it was very apparent that online chat, while the buzz three or four years ago, is now getting budget for implementation.
As the third installment of my Contact Center Slag series, here is a list of 10 commonly used chat phrases (plus one bonus), that will help you make sense of your first live chat deployment reports.
Funnel
- This is where it all starts out. At the top are all your website visitors.
- With the proper technology tool, you can begin gathering information about these visitors even before they get to your site.
- The goal is to rank this funnel and choose the right Hot Leads to chat with.
Hot Lead
- Not to be confused with a cold lead.
- This is who you want to proactively chat with.
- For example, imagine you are at a store and you see all these visitors walking around – that is your Funnel. Cold leads are people who are window shopping, Hot Leads are those people who have a piece of clothing and are waiting for a change room. They may buy on their own (Self Service), but with a little help you can increase that chance.
Proactive Chat
- Once a Hot Lead has been determined, you can send a chat invite out to the browser, proactively. Note that depending on your technology provider this can be seamless, non-invasive, and aesthetically pleasing. More…
24-7 Intouch at SOCAP Symposium 2012
Last month, 24-7 Intouch attended the SOCAP International 2012 Symposium in Baltimore, Maryland.
Check out some of our highlights here!
Thanks to everyone at SOCAP International for making this such a memorable event.
See you in the fall!
Live Chat Integration – Part 1
Consumers lead increasingly busier lives with each passing year. Between work, meetings, family, friends, hobbies and socializing (if we’re lucky), balance often seems difficult to maintain. Due to this time constraint, shoppers are utilizing channels that fit into their schedules in the most convenient way possible. In addition to convenience, perception also impacts which channel a customer chooses to reach out to the brands they like. Where one may prefer the telephone, another may love e-mail.
One thing that most customers have in common today is the desire to receive the answers to their questions as quickly as possible, with as little work required. They want things done right the first time and to feel appreciated. Competition is so high amongst businesses, that if a customer does not find what they want with one brand, they will simply move on to the next. Any sort of customer dissatisfaction could have a direct impact on brand loyalty. More…
24-7 Intouch to Attend RedPrairie RedShift: 2012
We are gearing up to attend RedPrairie Corporation’s ResShift: 2012 event next week in Hollywood, Florida.
24-7 Intouch’s Matt Cockell, Vice President of Sales & Business Development, will be moderating Thought Leadership Round Table discussions at Red Prairie’s RedShift: 2012. Cockell’s session will take place from 12 -1:30 P.M. on Tuesday, May 8. The user conference runs from May 7-10, 2012 in Hollywood, Florida.
View our full Press Release here.
24-7 Intouch Launches Social Media Management Business Social Herd
WINNIPEG, Manitoba. April 4, 2012 – 24-7 Intouch, leading contact center outsourcer, announced today the official launch of their social media management arm, Social Herd. Social Herd is an outsourced provider of social media monitoring, moderation, engagement and insight for brands active within the social web.
24-7 Intouch made the strategic decision to create Social Herd as a separate company to ensure internal focus is directed in developing social media management best practices and delivering high quality monitoring and response solutions to their customers.
24-7 Intouch and Unilever to Deliver Think Tank Session at Frost & Sullivan Event
WINNIPEG, Manitoba. April 3, 2012 – Matt Cockell, Vice President of Sales & Business Development at 24-7 Intouch and Jack Sullivan, Operations Manager at Unilever, will co-facilitate a Think Tank session at the Frost & Sullivan Customer Contact 2012, East event in Marco Island, Florida. The event runs from April 15th – 18th, 2012, with the Think Tank session taking place on Tuesday, April 17th. The interactive session will demonstrate how to manage the evolution of customer care in a multi-technological, multichannel, results driven environment. Discussions will focus on leveraging best practices to create agent efficiencies for each channel and develop technology enhancements to drive performance.
Is Pinterest in it to Win it?
While at this stage it is uncertain if Pinterest will stand the test of time and become the 3rd major social media engine, right now it has promise. Facebook and Twitter have proven records of standing this test. To read more about the difference between Facebook and Pinterest, check out socialherd.com.
Also check out our post from last week, Pinterest for B2B Marketing.
Pinterest for B2B Marketers
Currently managed by Cold Brew Labs, Pinterest is an online site that allows you to “pin” or place pictures, photographs, information, etc. in an organized and aesthetically pleasing way. It was first launched as a beta prototype in March 2010, but has grown quickly since. An article by Lauren Drell discusses how Pinterest, “…drives more traffic to retail sites than Google +, YouTube, and LinkedIn combined, and… more traffic to blogs than Twitter,” but that brands still aren’t using it to its full potential.
The site is no longer just for those looking for inspiration, a new workout, delicious recipe, or help planning the wedding they may or may not ever have. Many B2C companies already have a presence on Pinterest, utilizing the service in their own unique way. Barney’s New York recently launched a campaign on Valentine’s Day in which Pinterest members could create their own wish lists. The items available for the lists were all inbound links to the Barneys website, thus increasing traffic.
Contact Center Slang – You Said What? – Part 2
I recently returned back to work from the Astute Solutions 2012 Customer Conference. After spending a few days with industry experts, I felt it was time to write the second installment of Contact Center Slang.
Here is a list of 10 Commonly Used CRM Slang Words – so you can decipher the code.
CRM – Customer Relationship Management
- This is the tool that your agents use to record all of the contact data.
- Note: With a powerful CRM, you can have multichannel contact types all stored together.
Multichannel
- Refers to the different channels your consumer affairs may deal with; voice, email, chat, letter mail, social media (Twitter, Facebook, Pinterest, blogs, etc.).
- It is important to know if your CRM allows you to be multichannel integrated, or if it simply handles multiple channels.
- Multichannel integrated means that the CRM tool provides data, analysis, and reporting that is integrated using best practices across all channels to optimize them. This reduces your AHT across all channels.