Call Center Blog

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.

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.

Call Center vs Help Desk Contact Centers | Where Do You Stand?

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?

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.

July 21, 2014 - We recently heard about a tool that automatically generates blog topics, so we tried it out.  

Call Center Outsourcing Vendors RFP Guide

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.

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.

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.

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.