Terry Arnold

Terry Arnold, Senior Director and Solution Consultant, has extensive experience guiding customers in the design and development of inbound and outbound contact center programs in a wide range B2B and B2C markets. With over 28 years of experience in the development, execution and management of integrated direct marketing programs, Terry has filled an ever-widening array of roles related to managing customer engagements.

  • Are You Ready to Support Your Digital Streaming Subscribers?

    Are You Ready to Support Your Digital Streaming Subscribers?

    If you're going to launch a streaming content offering, setting up your support center and its staff for success is key. Make sure you've answered these seven common questions.

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  • Why Cooperation Between Channels Means More Market Share in Pharmaceuticals

    Why Cooperation Between Channels Means More Market Share in Pharmaceuticals

    In-person sales can be enhanced through collaboration with telephone sales, and organizations can overcome political opposition by focusing all departments on the goal of increasing market share.

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  • How To Ensure Contact Center Agents Offer Top Customer Experiences

    How To Ensure Contact Center Agents Offer Top Customer Experiences

    Check out these best practices in hiring, training and evaluating agents to ensure quality staffing at your contact center— ultimately putting customer experience as the top priority.

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  • Through-Sourcing: How to Outsource Key Business Functions with Confidence

    Through-Sourcing: How to Outsource Key Business Functions with Confidence

    Using a knowledgeable team of employees already familiar with the brand, through-sourcing presents the opportunity to reduce costs, increase efficiency and maintain control of outsourced functions.

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  • Outsourcing Customer Care Myth #5: All Vendors Are The Same

    Outsourcing Customer Care Myth #5: All Vendors Are The Same

    Cost is always a concern when outsourcing, but start your search process by setting cost factors aside. Identify the components of your customer care program that are absolute musts.

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  • Customer Service Myth #4: I Can Only Outsource Simple Processes

    Customer Service Myth #4: I Can Only Outsource Simple Processes

    Work with an outsourcing partner with broad coverage types and deep industry expertise, who will utilize extensive knowledge and best practices around handling all types of customer care challenges.

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  • Customer Service Myth #3: I Can Achieve Better Results In-House

    Customer Service Myth #3: I Can Achieve Better Results In-House

    A quality customer care partner will operate as a highly-focused extension of your team, providing customer care expertise and experience that improves upon the results you are currently achieving.

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  • How to Maintain Quality and Control with a Contact Center Partner

    How to Maintain Quality and Control with a Contact Center Partner

    We've already debunked Myth #1 about outsourcing customer service, but let's not stop there. This post examines Myth #2: I'll lose quality and control of my program.

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  • 5 Myths on Outsourcing Customer Care...And How to Choose a Reliable Contact Center Partner

    5 Myths on Outsourcing Customer Care...And How to Choose a Reliable Contact Center Partner

    Some of the most-loved brands across industries outsource customer care with great success. The negative image of customer service is the result of several of myths—which we'll bust in this series.

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  • 3 Components of Best-in-Class Social Support

    3 Components of Best-in-Class Social Support

      Social media has become one of the BIG THREE customer service channels—especially in B2C—joining phone and email to form the triad of support modalities. But customers have high expectations,...

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