• Revitalizing the Contact Center with a CRM Software Solution

    In business-client relations, contact centers are often the hub within a company which makes the most direct contact with customers. Contact center employees are in a position that requires handling tremendous amounts of data regarding their customers, timing customer service efficiently, and representing the brand in a professional and knowledgeable manner. These employees therefore need access to data-rich software...

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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 negative review can...

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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 Hackathon to the...

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  • New Research Reveals Enterprise CRM Adoption Trends

    When it comes to customer relationship management (CRM) systems, it can be tough to decide which way to go. Recent research revealed by Software Advice – a site that offers expert reviews of various software and technology – shows that half of industry leaders are still deciding between a cloud and an on-premises system. But for those who have...

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  • Bringing CRM Back to the Basics

    As technology in the call center software becomes ever more sophisticated, it’s easy to forget who’s at the heart of all of these great advances: the customer. It’s especially important to keep this fact top of mind when dealing with your customer relationship management (CRM) software. Performance metrics and analytics are certainly important (and a great CRM dialer can...

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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 take a...

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  • You Don’t Want to Miss Out on Dreamforce 2013

    Dreamforce 2013 – or better known as “The Customer Company Revolution” – is right around the corner, kicking off November 18 and running until November 21 in San Francisco, C.A. The event is truly one of the most revolutionary for the customer service industry, where ground-breaking individuals like Salesforce.com Chairman & CEO Marc Benioff, Yahoo! President & CEO Marissa...

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  • Why You Need a CRM Dialer to Optimally Track Agent Performance

    While any new technology, such as a predictive dialer, makes it easier than ever for agents to route calls and assist customers, there is ultimately a reason why every rep needs a manager: there needs to be certain guiding principles that direct agents and shape call center policy. One way to ensure that both tasks are carried through as...

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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 a.m....

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