Contact Center Software for Salesforce

Trends

Is Your Contact Center a Social Butterfly or a Wallflower?

Today, customers are pinning, “liking,” re-tweeting and more – all which are opportunities for the contact center to penetrate its clientele and secure sales. Salesforce.com Senior VP, Dave Kellogg, reports that social media adoption in the contact center is currently at an approximate 19 percent and is expected to grow about 23 percent...
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Following Your Customers into the Digital World

The explosion of social media has unquestionably provided a wealth of potential benefits to businesses able to capitalize on the available platforms. One potential drawback for companies, however, is the damage a single consumer can do to your brand simply by logging in and posting to any number of social networking sites. The destructive impact a...
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A Dreamforce 2013 Recap

The Vocalcom team is still recovering from this year’s truly phenomenal Dreamforce 2013 event, which took place November 18-21 in San Francisco, C.A., but that doesn’t mean we’re not going to share our experience with you. There were so many things the team was looking forward to at this year’s event – from the $1 Million...
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Boost ROI by Going All-in-One

Contact center managers and leaders should always be concerned with one thing: return on investment (ROI). Simply put, ROI is a measure used to evaluate the efficiency of an investment or to compare the efficiency of a number of investments. Every contact center manager wants to ensure high ROI upon investing in new call center technology. Let’s...
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Salesforce Helps Achieve World Record at Call Center and Customer Management Expo 2013

Congratulations go out to cloud contact center solution provider NewVoiceMedia, who recently set a new world record by building a fully integrated contact center from scratch in just 28 minutes. The challenge was part of a workshop designed to help delegates learn about the steps needed to create a mobile contact center. The event kicked off at 10:30...
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Supporting Open CTI with a CRM Dialer

Business communication has long meant corresponding using standard desktop PCs; however, with advancements in virtualization and cloud-based functions, businesses are finding that it’s easier than ever before to go mobile, dealing with issues on their mobile phones and tablets. These advancements can do a great deal to assist the contact...
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Benefits of a Native Cloud Call Center Solution in Salesforce

The native cloud contact center powered by Salesforce is designed from the ground up to help your business deliver better service from phone to Web to social media. You’ll be able to do everything that you currently do, just better and more efficiently. Proactive Virtual Queuing Every call center aims to connect the right customer with the right...
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Employee Empowerment is Vital for Your Contact Center's Bottom Line

If you want to offer the best customer service, then you should empower agents to make real-time decisions. This will not only lead to higher employee productivity, satisfaction and loyalty, but will have a direct, positive impact on customer satisfaction and loyalty, as well. To this end, here are five key strategies for successful employee...
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Simplicity for the Business User, Rich Functionality for the Enterprise

in·tu·i·tive. Adjective. Having the ability to know or understand things without any proof or evidence (Merriam-Webster Dictionary) When looking at ways to optimize performance and reduce call time in the contact center, one word that constantly comes up is “intuitive.” As in, “How can I make this technology more...
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Multiple Channels Are No Longer a Luxury, They're a Reality

Back in 2007, apparel retailer J. Crew uncovered that its multi-channel customers spent twice as much money as its single-channel customers. Six years ago, that was a revelation; today, it’s the de facto standard. Today, it’s no longer an option for customers to use more than one channel to interact with companies, it’s a reality. For...
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