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Live Chat Best Practices for Retail / E-commerce Companies

Mark Fichera

Looking to Add Live Chat Software to your Retail or E-Commerce Site?

December 5, 2014 - For retailers and e-commerce companies, maximizing the value of live chat customer service involves several basic principles that make all the difference when you add chatting capability to your retail site.

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Topics: Customer Service, Call Center Solutions, Quality Assurance, Live Chat

10 Things That Should Never Happen in a Customer Service Call Center

Mark Fichera

Nov. 12, 2014 - Call center customer service is important work, rewarding work and it can also be frustrating work. A big part of being professional within a call center services setting is handling frustrating situations with angry callers in a patient way that is intended to resolve the situation in a way that retains the customer’s loyalty and good will.

It can be difficult for the customer service representative to keep his or her composure with an angry or rude caller, and to remain professional throughout a full day of handling inbound calls. But it’s what is required of call center work, remaining professional at all times.

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Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing

OnBrand24 Exhibits at Contact Center Demo Conference, Chicago

Mark Fichera
Nov. 7, 2014 - More than 1000 call center managers, consultants and service providers went to this week’s Contact Center Demo and Conference at the Hyatt Regency Hotel in Chicago, and the response was that it was an excellent event.


The conference, held by the International Customer Management Institute (ICMI), was centered on boosting call center operations, on utilizing advanced technology and putting in place effective IT strategies, personnel management and lowering staff turnover, training and overall operations.

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Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing

Call Center Services Technology: How Far We've Come

Mark Fichera

Sept. 24, 2014 - As with nearly all aspects of life, technology is revolutionizing outsourced call center services. And as with so many other things, it’s hard to comprehend how the call center did its job, back in the day, without technology accessible to everyone.

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Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing

How to Hire Call Center Customer Service Representatives

Mark Fichera

Sept. 22, 2014 - If you put an employment listing for a call center customer service agent on craigslist you’ll probably get a good response. Many of them will be those looking for their first “real” job – people who, to date, have worked at grocery stores, fast food restaurants, worked construction and so forth. Now they want something else so they figure they’ll give call center services work a try.

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Topics: Call Center Solutions, Customer Service Quality, Call Center Outsourcing

It's Trade Show Season for the Call Center Industry and OnBrand24

Mark Fichera

September 11, 2014 – It’s trade show season for the call center industry. At least it is for this call center company. Over the next eight weeks, we will exhibit at five conferences that are both national and regional in nature. We hope to see you at one of them:

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Topics: IRCE, Call Center Solutions

OnBrand24 Domestic Outsourced Call Center Named by Inc. Magazine One of America’s Fastest Growing Private Companies

Doug Black
Sept. 10, 2014 –OnBrand24, provider of domestic outbound and inbound call center services, has been named for the second year in a row to the Inc. 5000, a listing of the country’s fastest growing private companies from Inc. Magazine with an overall ranking of 1,678 – up from 3,816 in 2013.
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Topics: B2B Lead Generation, Call Center Solutions, Appointment Setting

Call Center Metrics – Numbers and Analysis

Mark Fichera

Running a customer service call center services organization – whether it’s an in-house group or an outsourced provider – is a major challenge. So much of our time gets consumed with technology considerations and with the financial end of the operation that it’s a good idea to regularly pull together the leadership team and examine the quality of the customer service that the organization is delivering.

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Topics: Accountability, Call Center Solutions, Quality Assurance, Customer Service Quality

Call Center vs Contact Center: Where Do You Stand?

Mark Fichera

August 29, 2014 - Are we a call center or a contact center? This has been the topic of long and loud debate around our company. Which one are we?

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Topics: Customer Service, B2B Lead Generation, Call Center Solutions, Appointment Setting

How to Incent Call Center Agents to Achieve Excellence

Mark Fichera

July 25, 2014 – The work of a customer service representative or cold calling B2B lead generation specialist at an outsourced call center is not easy. It is challenging to maintain the quality standards established by clients, productivity requirements are high and there are many processes and procedures that agents need to be able to perform.

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Topics: B2B Lead Generation, Call Center Solutions, Customer Service Quality