Latest Contact Center Best Practices

Dec 05

4 Benefits of Using an Interactive Voice Response (IVR) System

Posted by Rachel Brink on Dec 5, 2016 9:46:40 AM
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An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on.  In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.

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Topics: interactive voice response, IVR, self-service, customer service

Nov 30

How SugarCRM Helps Improve Customer Service

Posted by Faye Business Systems Group on Nov 30, 2016 10:05:57 AM
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Many company executives realize the importance of customer service to their organization. It’s no longer seen as just an outlet for customer complaints but instead a department to help ensure customer loyalty. As its core function, customer service is expected to effectively handle basic customer transactions.

Think back to a bad customer service experience. What do you wish the rep had done better? How about the best experience you had? If you’re like most people, you expect customer service to be able to quickly and proactively help answer questions and resolve issues. After all, isn’t that why they are there?

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Topics: customer service, CRM, SugarCRM

Nov 22

6 Ways to Running your Most Successful Outbound Call Center Campaign

Posted by Guillaume Seynhaeve on Nov 22, 2016 12:30:38 PM
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Technology has come a long way to enhance sales and marketing initiatives. From marketing automation tools, to customer relationship management (CRM) platforms, to predictive dialing solutions – the list goes on. And the results speak for themselves when you consider some agents have seen a 400% improvement in productivity and overall efficiency.

But what do those on the receiving end think of these enhanced outreach efforts?

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Topics: call center, contact center, outbound campaign, outbound call center, sales campaign, outbound sales

Oct 18

How Integrating Software Platforms Across Your Company Can Benefit Everyone

Posted by UpCurveCloud on Oct 18, 2016 11:07:26 AM
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As a CRM and Marketing Automation expert, the advice we give out most at UpCurve Cloud is that your CRM should be the anchor that ties together all the departments throughout your business. Whether we’re talking about software for marketing, accounting, or support, we believe it’s important to integrate all your systems. Here are some benefits to integrating your CRM to other departmental softwares, with added focus on Call Center platforms.

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Topics: integration, crm integration, contact center integrations

Oct 14

5 Ways to Decrease Call Abandonment

Posted by Rachel Brink on Oct 14, 2016 9:18:21 AM

When a customer ends a call before it is answered by a live agent, the call is considered to be “abandoned”. Typically the result of long hold times, call abandonment can be a serious problem within contact centers, as it is often correlated with low CSAT scores, decreased revenue, and lost business. Consider this- more than sixty percent of consumers will hang up if their call is not answered in under five minutes, and more than eighty percent if their call is now answered in under ten. And while every industry and business is different, abandonment rates above 5% are considered to be problematic. How can contact centers decrease their call abandon rate?

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Topics: call abandonment, call center, contact center, customer service, IVR