Regulatory Requirements Wakes Up the Outbound Market
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Ask the Experts
I am setting up a blended multi-channel outbound environment contact center. What features should I be looking for in an outbound dialing solution?
The goal of an outbound interaction is to communicate with an individual for a defined purpose. In some situations, it’s fine to leave a message. In others, it’s essential to interact live with a specific person, as in the case of late-stage collections or fundraising. Sometimes an organization will use proactive outreach, while at other times they need to respond to a customer-initiated event. Some customers who will never pick up a call from your enterprise may be willing to read an email or text, and could even be warmed up by a social media post. The point is that outbound solutions need to be highly flexible in how and when they interact with their targets, and need to be multi-channel. An important element of this concept, which continues to challenge many organizations, is the need to blend the handling of inbound and outbound interactions.
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.