Cases

Cases

Direct Wines - a case study

Direct Wines is the largest operator of wine clubs in the world. Since being launched in 1969, the company has grown to sales of £78 million in 1998, and is behind well-known wine club brands like The Sunday Times Wine Club and Bordeaux Direct, as well as programmes for British Airways, Barclaycard, Diners Club and NatWest.

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RightNow® Helps Travelocity Deliver Competitively Superior Customer Experience While Controlling Operational Costs

Goals:

  • Deliver a competitively superior customer experience with every interaction
  • Control costs to optimize profitability
  • Respond quickly to changing travel conditions and new business opportunities
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Contact Center Americas

Overview

Contact Center Americas (CCAm) is Colombia’s principal contact center outsourcing company and one of only three COPC-certified contact centers in Latin America. CCAm offers integrated solutions with top-level productivity and quality standards to leading companies in the country, and serves a variety of Fortune 500 companies with customers that expect high levels of quality in both business operations and contact center performance.

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Offshore Development Center for CTI

The Client

CTI is a full-service contact center located in the Pacific Northwest, serving customers nationwide. With a goal to provide best in similar services, it offers unbeatable solutions for customers who wish to outsource their call-handling needs by combining state-of-the-art technology with exceptional comprehensive services.

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Inbound Lead Qualification Services

SUMMARY:

Sales teams are tasked with, and largely measured by, their sales productivity. Sales activity directed to screening inbound phone calls or following up on incoming inquiries is usually a non-productive use of a skilled sales person’s time. The front-end response to inquiries generated via Web, telephone, email or other marketing channel needs a robust lead qualification protocol that can triage and segment the opportunities to then direct each inquiry as appropriate.

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Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

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Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

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