{"id":8309,"date":"2011-03-17T06:30:28","date_gmt":"2011-03-17T13:30:28","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=8309"},"modified":"2014-10-17T18:43:02","modified_gmt":"2014-10-17T23:43:02","slug":"call-center-services-and-customer-interactions","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/","title":{"rendered":"Call Center Services and Customer Interactions"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>A typical television commercial could be seen by a few million people for 30 seconds. After those 30 seconds are gone, most of us forget what the commercial was about.<\/p>\n<p>Within this context, it is astounding that, according to Gartner, 60% of <a title=\"map customer interactions to learn about buyer's journey\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-journey-map-continuous-improvement\/10494\/\">customer interactions<\/a> happen over the phone, yet how we manage call center services doesn&#8217;t focus on positive customer interactions, but instead on handle time and other traditional call center metrics.<\/p>\n<p>There&#8217;s a big disconnect and a large missed marketing opportunity.<\/p>\n<p>Consider this:<\/p>\n<blockquote><p>Suppose a typical call center has 2000 customer service agents, each handling 50 calls per agent per day &#8211; this means that this call center will have over 35 million customer interactions per year.<\/p><\/blockquote>\n<p>Can you think of very many marketing campaigns that can reach that many people per year? No, not just reach, but intimately speak with that many customers per year?<\/p>\n<p>Yet, despite being armed with this knowledge, how most organization manage call center services isn&#8217;t biased toward making each customer interaction rich and aimed to strengthen the customer-to-company relationship, but is instead aimed at &#8220;how quickly can we get off the telephone with the customer?&#8221;<\/p>\n<p>Imagine if we invested more in the customer relationship in the context of the call center &#8211; where it is most intimate and personal, and less on email marketing, internet marketing, and traditional public relationships and media campaigns &#8211; do you think that organizations would make more money in the long run, but actually also save money?<\/p>\n<p>What do you think?<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>A typical television commercial could be seen by a few million people for 30 seconds. After those 30 seconds are gone, most of us forget what the commercial was about. Within this context, it is astounding that, according to Gartner, 60% of customer interactions happen over the phone, yet how we manage call center services [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":8310,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[613],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Marketing Through Customer Interactions<\/title>\n<meta name=\"description\" content=\"Is it possible to market through customer interactions? This article shows you how.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Marketing Through Customer Interactions\" \/>\n<meta property=\"og:description\" content=\"Is it possible to market through customer interactions? This article shows you how.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/\" \/>\n<meta property=\"og:site_name\" content=\"OpEx Learning\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/get.shmula\" \/>\n<meta property=\"article:published_time\" content=\"2011-03-17T13:30:28+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2014-10-17T23:43:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"248\" \/>\n\t<meta property=\"og:image:height\" content=\"165\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Uday Kawar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@shmula\" \/>\n<meta name=\"twitter:site\" content=\"@shmula\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Uday Kawar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/\",\"name\":\"Marketing Through Customer Interactions\",\"isPartOf\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg\",\"datePublished\":\"2011-03-17T13:30:28+00:00\",\"dateModified\":\"2014-10-17T23:43:02+00:00\",\"author\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#\/schema\/person\/9335b5223b67189b35bda7d6be11c3fd\"},\"description\":\"Is it possible to market through customer interactions? This article shows you how.\",\"breadcrumb\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#primaryimage\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg\",\"contentUrl\":\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg\",\"width\":248,\"height\":165,\"caption\":\"call center outsourcing\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/staging.opexlearning.com\/resources\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Service Operations\",\"item\":\"https:\/\/staging.opexlearning.com\/resources\/service-operations-lean-services\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Call Center Services and Customer Interactions\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#website\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/\",\"name\":\"OpEx Learning\",\"description\":\"Lean Six Sigma. Simplified.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/staging.opexlearning.com\/resources\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#\/schema\/person\/9335b5223b67189b35bda7d6be11c3fd\",\"name\":\"Uday Kawar\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Marketing Through Customer Interactions","description":"Is it possible to market through customer interactions? This article shows you how.","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_US","og_type":"article","og_title":"Marketing Through Customer Interactions","og_description":"Is it possible to market through customer interactions? This article shows you how.","og_url":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/","og_site_name":"OpEx Learning","article_publisher":"https:\/\/www.facebook.com\/get.shmula","article_published_time":"2011-03-17T13:30:28+00:00","article_modified_time":"2014-10-17T23:43:02+00:00","og_image":[{"width":248,"height":165,"url":"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg","type":"image\/jpeg"}],"author":"Uday Kawar","twitter_card":"summary_large_image","twitter_creator":"@shmula","twitter_site":"@shmula","twitter_misc":{"Written by":"Uday Kawar","Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/","url":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/","name":"Marketing Through Customer Interactions","isPartOf":{"@id":"https:\/\/staging.opexlearning.com\/resources\/#website"},"primaryImageOfPage":{"@id":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#primaryimage"},"image":{"@id":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#primaryimage"},"thumbnailUrl":"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg","datePublished":"2011-03-17T13:30:28+00:00","dateModified":"2014-10-17T23:43:02+00:00","author":{"@id":"https:\/\/staging.opexlearning.com\/resources\/#\/schema\/person\/9335b5223b67189b35bda7d6be11c3fd"},"description":"Is it possible to market through customer interactions? This article shows you how.","breadcrumb":{"@id":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#primaryimage","url":"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg","contentUrl":"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/03\/call-center-services-image-e1300378442187.jpg","width":248,"height":165,"caption":"call center outsourcing"},{"@type":"BreadcrumbList","@id":"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/staging.opexlearning.com\/resources\/"},{"@type":"ListItem","position":2,"name":"Service Operations","item":"https:\/\/staging.opexlearning.com\/resources\/service-operations-lean-services\/"},{"@type":"ListItem","position":3,"name":"Call Center Services and Customer Interactions"}]},{"@type":"WebSite","@id":"https:\/\/staging.opexlearning.com\/resources\/#website","url":"https:\/\/staging.opexlearning.com\/resources\/","name":"OpEx Learning","description":"Lean Six Sigma. Simplified.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/staging.opexlearning.com\/resources\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/staging.opexlearning.com\/resources\/#\/schema\/person\/9335b5223b67189b35bda7d6be11c3fd","name":"Uday Kawar"}]}},"_links":{"self":[{"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/posts\/8309"}],"collection":[{"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/users\/12327"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/comments?post=8309"}],"version-history":[{"count":0,"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/posts\/8309\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/media\/8310"}],"wp:attachment":[{"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/media?parent=8309"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/categories?post=8309"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/staging.opexlearning.com\/resources\/wp-json\/wp\/v2\/tags?post=8309"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}