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Call Center Sleuth: Digging into the Future of Customer Service

Call Center Sleuth: Digging into the Future of Customer Service

Think about how far inbound customer service operations have advanced in the past 30 years.

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How to Use LinkedIn to Research Contact Center Partners

How to Use LinkedIn to Research Contact Center Partners

There's no question that Linkedin is the undisputed king of business-oriented social networks.  But though most people understand its function at hiring time, not everyone understands its powerful ...

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3 Questions You Need to Ask Contact Center Applicants Before You Hire

3 Questions You Need to Ask Contact Center Applicants Before You Hire

Customer service in the digital age is about more than having patience and a ready smile— though it is still critical that customers who call a support line can hear that there’s a smile in your vo...

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Your Outbound Calling May Be Damaging Assessment Scores

Your Outbound Calling May Be Damaging Assessment Scores

Outbound calling center services can essentially be classified into two categories based on the nature of the call.  Specifically, agents are engaged in either campaign management/sales or collect...

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Self Service Technology Creates New Rules for Call Center Service

Self Service Technology Creates New Rules for Call Center Service

Anyone managing a call center service knows that customers have become more demanding than ever.  They want options for engaging with companies.  And they don’t want to wait for their issues to be...

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Call Centers Need a More Streamlined Approach to Call Resolution

Call Centers Need a More Streamlined Approach to Call Resolution

Whether you outsource your customer service or manage a team in-house, your goal is the same: develop a system or systems by which the company can deliver a superior customer experience.  Increasi...

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