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Virtual vs. Premises-based Call Center Services

Mark Fichera
November 18, 2014 - The perennial debate over virtual vs. premises-based call center services will never end, and that’s because there is no single correct answer. But there are correct answers, in our opinion, depending on the type of product or service requiring a call center customer service program.
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Topics: Customer Service, Quality Assurance, Call Center Outsourcing

OnBrand24 at SOCAP 2014 Annual Conference

Mark Fichera

Oct. 14, 2014 - OnBrand24 will be an exhibitor at the SOCAP International (Society of Customer Affairs Professionals in Business) 2014 Annual Conference, which will address The Customer Experience Journey as its central event theme.

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

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

Case History: OnBrand24 Upsells for PürMEDICA Nutritional Science

Mark Fichera

July 23, 2014 - PürMEDICA Nutritional Science, Chicago, produces a line of nutraceutical products combining the wisdom of nature with the power of science by integrating the advantages of both orthodox and alternative medicine.  PürMEDICA’s mission: to enhance their clients’ physical well-being by offering superior natural supplements that are both safe and highly effective.

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Topics: Customer Service, Call Center Solutions, Upselling, Cross-Selling

What Will Call Center Customer Service Be Like in 100 Years?

Mark Fichera
July 21, 2014 - We recently heard about a tool that automatically generates blog topics, so we tried it out.  
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Topics: Customer Service, Quality Assurance, Customer Service Quality

The Outsourced Call Center Services RFP: How to Write a Good One

Mark Fichera
July 2, 2014

Few of us in the call center services industry – whether on the corporate side or on outsourced provider side – enjoy RFPs. They are difficult and time-consuming to write, respond to and review.

But they remain a call center services mainstay because they perform at least two critical functions: they help companies come to consensus on their call center priorities; and, of course, they enable the company to select qualified call center outsourcers for more in-depth examination and final selection. They also help call center vendors understand if they should, or should not, compete for the potential client’s business.

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

Scaling Staff Resources for the Outsourced Call Center Customer Service Program

Mark Fichera
June 24, 2014 - A critical requirement of the outsourced customer service program is to rapidly scale staff resources for projected call volumes.  Program scaling is both a science and an art, and done right, it ensures the team of customer service representatives is utilized at peak efficiency for optimized ROI while also delivering the bandwidth needed for quality customer service.
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Topics: Customer Service, Transparency

Accountability and Transparency in Outsourced Call Center Services

Mark Fichera

June 20, 2014 - Relying on a third party call center services provider to handle that most valuable of business interactions – talking, emailing and chatting with customers – requires a leap of faith that many customer services, sales, marketing and operations managers find difficult to make.

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Topics: Customer Service, Transparency, Accountability, Call Center Reporting

Call Center Services on Display At Next Week’s IRCE Show in Chicago

Mark Fichera
June 6, 2014 – Call center services and ecommerce strategies will be the topic of the day at next week’s Internet Retailer Conference & Expo (IRCE), the 10th annual event, at Chicago’s McCormack Place, June 10-12.  OnBrand24 will be there to talk about contact center services solutions with retail and ecommerce sales, marketing and operations managers.
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Topics: Customer Service, IRCE, B2B Lead Generation