Latest Contact Center Best Practices

Jan 07

4 Must-Have Tools for Your Sales Team in 2016

Posted by Rachel Brink on Jan 7, 2016 8:50:46 AM

The sales landscape has significantly evolved over the past few years as consumers become more informed and empowered, and alternative touch points continue to emerge. What was previously a process largely controlled by the seller, 57% of the purchasing decision is now made before an individual even contacts a business, something that has presented businesses with a number of challenges. And to keep up with the growing demands of the customers they’re serving, businesses have recognized the need to adopt a number of advanced solutions, from marketing automation, to CRMs and contact center software, in order to more effectively attract, sell, and retain their client base. So what are some of the solutions sales teams should be utilizing in 2016?

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Topics: CRM, contact center solution, call center software, sales, marketing automation, sales best practices, call center solutions, sales team

Dec 18

Top 6 Contact Center and Customer Service Trends for 2016

Posted by Rachel Brink on Dec 18, 2015 8:58:00 AM

The contact center space is changing—so what should one expect in 2016?

top-2016-contact-center-trends.jpg1) Businesses will create a stronger alignment between sales, marketing, and customer service—and their corresponding technologies

Stronger alignment between sales, marketing, and customer service teams, and their corresponding technologies, will perhaps be one of the greatest opportunities for businesses to grow and monetize their existing relationships in the coming year. According to Aberdeen group, highly aligned organizations achieved an average of 32% year-over-year revenue growth, while their less aligned competitors saw a 7% decrease in revenue. But despite the astounding potential, only 8% of companies state they have tight alignment between sales and marketing (Forrester). With a heavy focus on understanding the entire customer journey, businesses will likely integrate more aspects of their business, from departmental data to SaaS solutions (marketing automation, CRM, contact center software), to help to ensure their employees are operating efficiently and are working with greater insight into their customer base in 2016. Check-out how our partner, Epicom, is helping organizations achieve this.

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Topics: customer service, contact center software, contact center, call center software, customer service trends, contact center trends, contact center solutions, call center solutions