• Empowering Your Virtual Call Center Agents with a CRM Dialer

    Working remotely is quickly becoming the new standard for many, offering employees the ability to work anywhere, anytime and using any telephony device to get things done faster and to more quickly respond to sudden changes in demand. For many, the future of the workplace is in the virtual realm. Best Use of Third-Party Agents The ability to rely...

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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 center. Contact centers around the world are currently leveraging...

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  • The Perks of a CRM Dialer – Enhanced Agent Productivity

    In any call center, enhancing agent productivity is always top of mind. One step to take toward reaching this goal involves the implementation of a CRM dialer. For every product, though, there are many different models to choose from, and it’s important that the chosen product and model gives your agents access to multiple dialing modes. Let’s take a...

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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 agent...

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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 empowerment: 1. Communication is...

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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 intuitive for my agents so that they can resolve problems...

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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 instance, a customer...

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  • Reduced Call Times and Improved Productivity Could Be Right Under Your Nose

    “Please bear with me while I update our files.” “Sorry, our system is slow today.” “I’m researching that for you, please hold.” “There’s going to be silence on the line for about a minute, okay?” As a specialist in the field of customer satisfaction, you may be squirming in your seat while reading these because you know all too...

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  • The Benefits of a Native Predictive Dialer in Salesforce

    When it comes to new technology, one of the more pressing issues can be finding a way to integrate new elements and components into your existing systems. With a native predictive dialer, such as that offered by Salesforce, the world’s largest CRM solutions provider, contact centers are able to experience the benefits of predictive dialing seamlessly and with no...

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