Marketing Your Call Center Archives

Oct 8
War games in the call center
In war games, the military has a blue team and a red team. Both teams are part of the same armed forces, of course. But for the purpose of the game, they are enemies. Each team works as hard as...
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Oct 5
Defensive customer service for the call center
Comparing business to warfare has gone out of fashion. Fewer CEOs are reading Leadership Secrets of Attila the Hun than they used to. I was never sure how that would apply to my job. Was there going to be a... Continue Reading
Oct 4
Sputnik 50 years ago: satellite or bomb?
Even in call center management, suspicion can sometimes be good. If the alternative is complacency. Complacency in the face of competition can lead to defeat.As we commemorate the launch of Sputnik, the first human satellite, fifty years ago, our first... Continue Reading
Sep27
Nike Air Native: microsegmenting and marketing
I'm a fan of micro- segmentation in marketing, but Nike's latest shoe has reached a new level. They discovered that Native American feet are much wider and higher than the average American, so they developed the Nike Air Native N7... Continue Reading
Sep20
Let's brand them, cowboys!
Most call center agents are encouraged (required) to "brand the call" by including the name of the company in the opening and closing of the call. But others are expected to include the company's latest advertising tag line as well,... Continue Reading
Jul30
Making more money with your call center
This week, we'll be talking with Ken Carlon,  Chief Executive Officer of Optima, the contact center and telemarketing unit of Omnicom's Star Marketing Group. His company manages call centers and telemarketing centers for other companies - he's an expert in... Continue Reading
 


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