Latest Contact Center Best Practices

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

Sep 02

Overcoming Organizational Silos for an Enhanced Customer Experience

Posted by Rachel Brink on Sep 2, 2016 9:19:08 AM
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Customer experience is quickly becoming businesses’ next competitive battleground, expected to overtake price and product as a brand’s key differentiator by 2020. And while many organizations are making CX strides within their individual departments, adopting advanced solutions (CRM, Marketing Automation, Contact Center Solution, Billing Software, etc.) and business processes to help streamline customer data management and user activities, most are still lagging as it relates to cross-departmental collaboration and communication. In fact according to a recent survey by Fast Company, 70% of organizations believe that “Silo Mentality” is the biggest organizational hurdle to improving the Customer Experience.

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Topics: customer service, CRM, customer experience

Jun 03

6 Ways to Boost Sales in SugarCRM

Posted by Rachel Brink on Jun 3, 2016 9:42:11 AM

Customer Relationship Management (CRM) platforms exist to help businesses manage the vast amount of information their customers provide, and use it to more effectively build lasting relationships—right? But the missing piece of the puzzle, and one many take for granted, is the communications component (telephony)–the true vessel that is facilitating these strong and lasting customer relationships.

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Topics: crm integration, CRM, SugarCRM, CTI

Mar 24

Guest Post: 3 Things Your CRM & Contact Center Solution Can Teach You

Posted by Epicom on Mar 24, 2016 9:33:33 AM

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The first thing you should do to make powerful discoveries about your customer is successfully adopt a CRM system. The next step is integrating your CRM with a contact center software platform. By combining the data in your CRM with data from your call center, you can get to know your customer even better. Here are some examples of what you will learn:

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Topics: customer service, CRM, contact center solution

Mar 11

Guest Post: How SugarCRM Helps Improve Customer Service

Posted by Faye Business Systems Group on Mar 11, 2016 8:58:26 AM

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?

Read More

Topics: customer service, CRM, SugarCRM