In the news

  • Why Marketers are Turning Call Centers Into Profit Centers
    13 Dec 2010

    Source: AdAge

    As Consumers Become 'Unreachable,' Every Contact Counts

    Next time you're on the line with a call center complaining about a product not working properly, don't be surprised if you're not rushed off the phone in record speed. The interactions between consumers and call center reps are evolving from hurried griping sessions to extended sales pitches and consultation meetings.

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  • Call centre prompts keep it real
    9 Dec 2010

    Source: DIRECT Online

    Next time you speak to a call centre don’t be surprised if the operator knows a little more about you than usual. An award winning new software called Interaction Optimizer is designed to get the most from every customer contact.

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  • Call Centers Becoming Profit Centers, According to Portrait Software Research
    7 Dec 2010

    Source: DestinationCRM.com

    Stronger integration of customer data, online customer service, and company brand values seen as critical for turning large B2C call centers into revenue generators.

    Large business-to-consumer (B2C) companies are realizing their contact centers are critical to increasing revenue, according to new research from Portrait Software, a provider of customer interaction optimization software (now a part of Pitney Bowes Business Insight).

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  • Real-Time Marketing Delivers Real Benefits to Call Centers
    2 Dec 2010

    Source: Direct Marketing IQ

    While in the past companies have allocated large amounts of funds and resources to outbound direct marketing strategies like mailers, email and cold calls, the most effective marketers, it seems, are quickly realizing the rewarding benefits of capitalizing on the inbound marketing opportunities that are presented when customers call their contact centers.

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  • From Cost Center to Revenue Driver
    1 Dec 2010

    Source: Bank Technology News

    For decades the call center was considered a cost center, and the most important performance measurement was how fast you could get the customer off the phone. Times have changed. Now virtually all banks are trying to turn call centers into profit centers.

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  • Customer Onboarding: The 90-Day Countdown
    7 Oct 2010

    Source: BAI

    Effective customer onboarding requires choreographing all the communication streams that flow towards a new customer, regardless of channel or product line technology.

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  • The Hunt for New Customers Returns
    1 Oct 2010

    Source: Direct Marketing News

    Many brands are returning to customer acquisition marketing after limiting focus to retaining existing customers for the past two economically challenging years. Yet in a change from pre-recession acquisition marketing, brands are more frequently concentrating their efforts to target niche groups of prospective customers, say those in the industry.

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  • In Marketing, Making Sure Every Dollar Spent Counts
    28 Sep 2010

    Source: American Banker

    US BankIf you send a piece of direct mail to a customer who was going to sign up for a bank product anyway, was the mailing worthwhile? Jane Muelhaupt at U.S. Bank says the answer is an emphatic no.

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  • Mental opt-out: the curse and the cure
    15 Jul 2010

    Source: Marketing Week

    Kieran Kilmartin, group marketing director at Portrait Software, discusses the challenges surrounding the mental opt-out phenomenon and how marketers can prevent it.

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  • 8 Best Practices for Integrating Data Into an E-mail Program
    14 Jul 2010

    Source: Target Marketing

    The Scotts Miracle-Gro Co. of Marysville, Ohio, knows for a fact that there are people who enjoy watching grass grow. The company's even weeded out the ones who enjoy it so much that they want as much information as they can get about how to make it grow taller, thicker and greener.

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