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OnBrand24 hosts SOCAP New England Chapter Meeting

Jamie Sharp

 

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Topics: Customer Service, QA, Quality Assurance, Inbound Call Center Services, Call Centers, Tradeshows

Training Boot Camp For Call Center Customer Service Agents

Mark Fichera

OnBrand24 Boot Camp Training for New Hires

Hiring new call center customer service agents is an involved process in which job candidates are assessed for offering the right experience, educational and skills qualifications to deliver the customer experience that OnBrand24 inbound services clients expect.

Once the hiring process is completed, the next step is our extensive customer service call center orientation and training process. In fact, new hires don’t actually begin handling inbound phone calls, emails and chats for our clients for several days.

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Topics: Customer Service, Quality Assurance, Customer Service Quality, Call Center Agent, Customer Experience, Inbound Call Center Services

The Ecommerce Customer Experience Is the Focus for OnBrand24 at 2015 IRCE

Mark Fichera

Enhancing the online customer experience is the focal point for thousands of retail and ecommerce executives and hundreds of exhibitors at the Internet Retailer Conference and Exhibition (IRCE) in Chicago, McCormick Place (West Building), June 2-4.

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Topics: Customer Service, IRCE, Call Center Solutions, Quality Assurance, Call Center Outsourcing, Call Center Agent

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

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 Is Merchant Level 1 PCI Certified

Mark Fichera
October 21, 2014 - OnBrand24 has stepped up its credit card and consumer protection infrastructure on behalf of its inbound customer service call center clients and their customers. The company has earned a Merchant Level 1 PCI certified call center services provider. This ranking, rare among outsourced call center services providers, was certified by CompliancePoint, Duluth, GA, a qualified security assessor (QSA) company that offers consulting, audit and training services that help businesses mitigate risk and ensure compliance with the complex array of state, federal and international laws.

“Our clients place great trust and faith in us to properly and securely protect their customers’ credit card and purchasing data, and this is a responsibility we take very seriously,” said Mark Fichera, CEO, OnBrand24. “With the security breaches that have taken place at Target, Home Depot and, more recently, a potential breach at Staples,it’s important that we take every measure possible to ensure that customer data is handled in the most secure manner. This is a critically important aspect of customer service.”

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Topics: Accountability, Quality Assurance, Call Center Outsourcing

The Fundamentals of Good Customer Service Aren't So Simple

Mark Fichera

Sept. 12, 2014 - Customer service fundamentals aren’t simple. There’s a lot that goes into being an excellent customer service representative, and one aspect of it is regularly re-charging the batteries and plugging back in to what good customer service means.

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

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

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

Call Center Quality Assurance - An Ethic and a Process

Mark Fichera

July 18, 2014 - Call center quality control – both for inbound customer service and order processing and outbound B2B lead generation and appointment setting – is an ethic and a process.

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Topics: QA, Quality Assurance