• Deploying Your Agents Absolutely Anywhere

    It used to be the case that every contact center needed to be contained in one physical building in which every employee worked nine to five. But oh, how things have changed. Not only do customers want and expect to be able to reach a contact center agent beyond the regular office hours (many expect 24/7/365 support), but, as...

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  • Customer Satisfaction Insights Shared from Salesforce.com

    When it comes to customer satisfaction, companies shouldn’t depend on one method alone to provide clients with the dependable service they need. Unsurprisingly, content customers are not only more likely to continue paying visits to a company that provides them with a positive experience, but they’re also more likely to rate good customer service as an important factor when...

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  • Using CRM Solutions to Augment Your Call Center Services

    All industries have the obligation to be flexible and to meet customers where they are in their lives. Not only this, but these customers are amidst a quickly evolving online space and in an always-connected environment. It should go without saying that agility and responsiveness are key. In the simplest sense, being able to quickly access and manipulate relevant...

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  • Respecting Your Business’ Past, Projecting its Future

    Salesforce CEO Mark Benioff recently spoke at TechCrunch Disrupt San Francisco about his relationship with Apple founder Steve. “There would be no Salesforce.com without Steve Jobs,” Benioff infamously said at the event. “Many things we created in our company he was the inspiration for, and guided us to.” Benioff’s insightful comments point to Salesforce’s own ability to innovate and...

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  • Get Ready – CRMXcellence 2013 Starts Today!

    It’s Monday, and you’re most likely doing the same things – enjoying your morning coffee, combing through a mass of e-mails received over the weekend and preparing yourself for another week on the job. This Monday, however, is different, as this year’s highly anticipated CRMXcellence Conference event kicks off today, September 16. The event serves as a virtual industry...

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  • Why You Need CTI Screen Pops for Delivering Customer Excellence

    The advanced kind of call center software that you’re on the hunt for should integrate multiple features. One component that’s especially beneficial is screen pops – a window that appears on a call center agent’s desktop that displays different information based on whether the call is inbound or outbound. A screen pop is able to appear on the agent’s...

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  • Salesforce.com Looks to Help Mobile App Developers, Doubles Mobile Packs

    Designing mobile applications is a difficult task to jump into headfirst. For some more design-challenged developers, there can be a plethora of roadblocks and potholes in the road up ahead – the kind they’d much rather see when looking in the rearview mirror. Spotting an area for further improvement and growth, the world’s largest customer relationship management (CRM) partner...

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  • Examining the Cost-Effective Nature of Cloud-Based CRM

    Top industry analysts continue to report that the customer experience is one of few differentiators that are difficult to imitate. It makes sense, considering how about two-thirds of consumers switched companies in the past year solely due to poor customer service – many times due to dissatisfaction with the amount of channels offered for communication. We cringe just thinking...

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  • Top Must-Haves for Your Multi-Channel CRM Software

    We’ve said it before and we’ll say it again: Your customers want instant gratification, and they want to be easily serviced through the channel of their choosing. In fact, according to industry analyst Ovum, nearly three-quarters of consumers today use three channels or more when accessing customer service. “Your customers aren’t just calling anymore. They are e-mailing, they are...

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