Varolii Blog » Consumer Svcs

Catch 22 - Why Congress Must Modernize the TCPA

Brian Moore — Thu, 03 Nov 2011 15:51:27 +0000

Joseph Heller does not get enough credit for coining the term "Catch 22". How many authors can claim a phrase that conveys so much meaning in two little words, immediately understood as a shorter yet more eloquent version of "between a rock and a hard place"? In the book by the same name, Catch 22 ... Related posts:

Personalization Pays Off - Part 2

Brian Moore — Thu, 08 Sep 2011 21:35:21 +0000

When communicating with customers, does personalization matter? Can you expect a return for the effort and expense of recognizing your customers as individuals? In Personalization Pays Off - Part 1, we discussed the tension between your customer's desire for personal treatment and your company's need to keep costs low by delivering products and services that are essentially ... Related posts:

Communications are Converging

Mary Cook — Wed, 07 Sep 2011 18:30:28 +0000

Where is customer communication headed? [1] It is clearly becoming individualized. This isn't new. We've talked about relevancy in one‐to‐one communication for years, but talking about it and making it real are two very different things. Now it is not just becoming real; it is becoming an expectation. Companies that don’t segment their customers (or ... Related posts:

How To Avoid Becoming an Overwhelmed Call Center Professional

Mary Cook — Tue, 31 May 2011 02:00:18 +0000

Communication Madness After speaking to my peers the past few months, I have come to the conclusion that we are all suffering from the same affliction– it’s the “OMG! How do I keep UP?” disease. Many of us call center and customer experience professionals are overwhelmed. Aside from trying to manage day-to-day operations, we are ... Related posts:

Court Rules Consumer can Revoke Consent to be Autodialed

Brian Moore — Wed, 20 Apr 2011 02:24:01 +0000

The US District Court for the Southern District of California has ruled that a consumer can revoke their consent to be autodialed or receive recorded messages at their wireless number either orally or in writing. Related posts:

Strategic Defaulters and Cash Flow Managers

Brian Moore — Sat, 09 Apr 2011 07:39:16 +0000

According to a study by Experian, the recession and housing market meltdown has spurred some borrowers to behave in unexpected ways - so different in fact they have come up with category names: Strategic Defaulters and Cash Flow Managers. Strategic Defaulters are borrowers with prime or even super prime credit ratings that choose to default ... Related posts:

Keeping Pace with Changing Expectations – The Ingredient for a Positive Customer Experience

Mary Cook — Thu, 17 Mar 2011 21:28:01 +0000

Providing a positive experience for customers while also managing costs is one of the most vital, yet biggest challenges for any company. However, driving positive customer interactions and reducing costs do not have to be mutually exclusive goals. It just means communicating with consumers the right way at the right time. By creating a customer experience ... Related posts:

Welcome Calls are Effective Relationship Building Tool

Brian Moore — Tue, 15 Mar 2011 23:20:47 +0000

Welcome calls are a great way for a company to begin a relationship with a new customer. Beyond delivering a heartfelt "thank you" for their business, welcome calls effectively bridge the gap from the point of sale to the point of service. This is especially important when the relationship is established through an indirect channel ... Related posts:

The ROI Behind Automation

Mary Cook — Tue, 01 Mar 2011 22:57:11 +0000

Call centers have their challenges like any other operating unit. These challenges have not changed over the last 20 years, but what has changed is the ways we can address these challenges with new processes and technologies. I view the top three ever-lasting top call center challenges as: How can we reduce operating expenses? How ... Related posts:

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

Varolii — Fri, 25 Feb 2011 22:54:21 +0000

“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. ... Related posts: