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Accurate Forecasting: The Heart Of Call Center Success Accurate scheduling is dependent upon the forecast correctly estimating anticipated call volume and determining the number of agents required to meet service levels. How does this affect profitability? In a real life scenario, if call volume is underestimated to the extent that 100 callers out of 1,000 hang up before they speak to an agent in a sales environment where the average order is just $50, $5,000 in lost revenues will occur per day, $150,000 per month, or a staggering $1.8 million per year. 12/28/2011 621.7 KB
Four Secrets To Turning Raw Leads Into Real Opportunities Raw leads are inherently neutral entities. If, when and how they convert to real opportunities is fully dependent on the processes that sales and marketing teams apply to them after they appear at the top of the funnel. By Dan McDade, CEO, PointClear & Author of “The Truth About Leads” As Seen In MarketingProfs September 7, 2011 10/05/2011 28.0 KB
5 Proven Ways To Boost ROI Via CRM-Integrated Marketing Automation ROI as a topic and as a goal for marketers is here to stay. Leveraging tools, people and processes to effectively contribute to revenue and demonstrate ROI is Job #1 for all Revenue Marketers. By Debbie Qaqish as published on destinationCRM.com August 26, 2011 10/05/2011 175.9 KB
2011 Lead Generation Marketing ROI Study The 2011 Lead Generation Marketing ROI Study was conducted by Lenskold Group and sponsored by The Pedowitz Group. The results are drawn from 263 respondents who indicated that they were in B2B companies (half or more of their revenues generated from business customers) and whose marketing group generates leads for a sales organization or channel partners. 08/09/2011 722.3 KB
Sales & Marketing Alignment Demands C-Level Involvement Life is good when sales and marketing are fully aligned. The two groups work in harmony. Correctly deployed resources and effective processes click. The results: more sales, increased revenue and lower costs. By Dan McDade, President & CEO, PointClear 06/14/2011 33.9 KB
Is Lead Generation A Broken Process In Your Company? About 95 percent of generated leads are not effectively pursued by sales. Sales organizations eager to close deals are frustrated by the very thing that marketers are rewarded for: a mountain of leads. Rather than sort through a motley group of prospects—some not qualified, others not sales ready—they abandon all but the most obvious and substitute those leads with their own, usually less successful, prospecting. By Dan McDade, President & CEO, PointClear 06/14/2011 27.7 KB
How To Make CRM & Marketing Automation Best Friends Forever! - 7 Tips To Alignment CRM as a tool to drive sales has been around since the 80s. The relative newcomer is marketing automation (MA) and it is becoming as vital to marketers as CRM is to sales; that these two systems not only play nice, but become BFFs is critical. By Debbie Qaqish, Chief Revenue Marketing Officer, The Pedowitz Group (TPG) 06/14/2011 28.5 KB
Marketing’s Industrial Revolution: 5 Tips For Retooling Your Team When the first Industrial Revolution hit its stride in the 1800’s, there was a convergence of forces that changes the way businesses operated. Marketing Automation is having a similar impact on how we mine our data, create our programs, deliver our content and continuously refine, streamline, and automate. By Ed Thompson, The Pedowitz Group (TPG) 06/14/2011 33.1 KB
White Paper: Back Office Scheduling — A Critical Component For Improving Organizational Efficiency When it comes to staffing requirements and operational performance goals, every organization is vastly different. Ensuring you have the proper number and types of employees scheduled to manage your back office at any given time can be a challenge, especially if you have little to no visibility into what you needed yesterday, last week, or last season to use as a basis for forecasting. By Bob Webb, Pipkins, Inc. 05/09/2011 22.6 KB
The Gap Between Marketing And Sales Impedes Your Lead Process One very well-known analyst group documents that 70 percent or more of leads aren’t being followed up by sales. Another group claims that 80 percent of marketing investments are wasted. It would be easy to place blame and point fingers. However, neither marketing nor sales executives are really at fault. 03/25/2011 49.1 KB
The Truth About Sales This chapter is an extract from prospect development expert and PointClear founder and CEO Dan McDade's book entitled, "The Truth About Leads." This book debunks traditional thinking while uncovering the truths that lead to additional, larger, and more profitable wins for your organization. 03/25/2011 52.1 KB
Why Your Sales Force Needs Fewer Leads Yes, you read the title correctly. Sales reps don’t need more leads. They need fewer leads—or more accurately, fewer raw, unfiltered, unqualified leads. This chapter is an extract from prospect development expert and PointClear founder and CEO Dan McDade's book entitled, "The Truth About Leads." 03/25/2011 45.8 KB
Article: When Did 'Listening' Become A Marketing Skill? I remember my first copywriting class. One of our assignments was to write a 30-second radio spot. My teacher told us to use this rule of thumb when addressing the audience: Tell them what you’re going to tell them. By Ed Thompson, Director of Demand Generation, The Pedowitz Group 02/04/2011 22.2 KB
Guest Column: Nine Strategies To Tie Your Social Media Efforts To Sales And Customer Service Social media is enough to make any Marketing VP think they’ve found the Promised Land. Online global communities offer easy access, no cost to participate, and literally millions of people and companies joining every month, driving traffic estimates to the stratosphere. By Louis Columbus, Cincom Systems 01/26/2011 32.8 KB
White Paper: Seamless Customer Conversations For many organizations, the focal point of building strong relationships with customers is the contact center. In many cases, it is the primary interaction point for the customer, and the contact center agent may be a company’s only opportunity to make a positive impact on that customer. By Infor-Workbrain 01/20/2011 168.7 KB
Article: Year End Tips For Small Businesses With 2010 coming to a close, many small businesses are struggling to close out the year and meet their deadlines. By Curtis Cochran, Manager of Customer Support, Sage Peachtree 12/21/2010 24.6 KB
Article: Why Is The Marketing Automation Industry Floundering? And 5 Fixes to Fuel It The Marketing Automation Industry is approaching its thirteenth year. Originally pioneered by Epiphany and Pivotal in the late 1990s as an On-Premise Module added on to key CRM functions, it took off when SAAS entered the scene in the early 2000s. Today there are many vendors in this space competing for wallet share. By Jeff Pedowitz, CEO, The Pedowitz Group 12/20/2010 27.4 KB
Article: Questions To Ask And Actions To Take To Improve Lead Generation As obvious as it might seem, there are some basic questions to ask about marketing spend, and you will be surprised at the answers: Without taking a close look at what is planned for your company, division or department, you may be surprised later to learn that your company has executed low-yield marketing campaigns. By Dan McDade, CEO of PointClear 12/16/2010 68.6 KB
Article: Call Center Branding: Why We Can’t Just Save Our Way Back To Profitability In a tough economy, a path of least resistance is the belief we can save our way back to profitability solely with call center cost reductions. Sometimes it’s with a wide-swath machete. By Dan McDade, President & CEO, PointClear 12/16/2010 61.9 KB
White Paper: Contact Center Security: Moving To The True Cloud LiveOps is in a unique position to offer best practices for contact centers moving to the Cloud. As the operator of the world’s largest virtual “contact center in the Cloud”, based on the LiveOps Contact Center Cloud, you can leverage LiveOps’ first-hand experience managing the pressures, complexities, and security risks of day-to-day contact center operations. By LiveOps 11/24/2010 146.2 KB
White Paper: Finding A True Cloud Contact Center Cloud technology is one of the most misunderstood concepts of our time. Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality. By LiveOps 11/23/2010 2.22 MB
Guest Column: Building Loyalty And The Importance Of Interacting With Your Customers Online As more and more consumers look to the Internet for saving money and ensuring their disposable income goes further, the online market as a whole is continuing to reap the rewards. However, as more players enter this arena, competition will only increase. Focusing on price alone will not help pure-play online and catalog retailers build customer loyalty. By Dr. Gary Edwards, Executive Vice President of Client Services at Empathica, a customer experience management expert. 10/13/2010 79.5 KB
Best Practices Software Selection Executive Brief This brief will examine the need for a structured evaluation methodology for software selection, needs prioritization and vendor engagement best practices. These topics will be discussed within the context of software evaluation and the significance in which they hold for the selection portion of an evaluation process. By Eval-Source 09/14/2010 351.5 KB
Software Evaluation Brief – Lessons Learned As organizations struggle to do more with less they can benefit and learn from companies that have already made these mistakes. This brief illuminates mistakes that organizations have made when evaluating enterprise software. In order for your organization to derive value from your next technology investment executives should be cognizant of these errors in order to mitigate the risk of IT failure within their own organizations. By Eval-Source 09/14/2010 533.0 KB
White Paper: Software Evaluation Pitfalls The following whitepaper is a compilation of software evaluation best practices, including what to look out for, aspects of the evaluation that may overlooked and pitfalls that often befall organizations. By Eval-Source 09/14/2010 615.2 KB