Latest Contact Center Best Practices

Oct 18

How Integrating Software Platforms Across Your Company Can Benefit Everyone

Posted by Epicom 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 Epicom 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: crm integration, contact center integrations, integration

Jul 26

Guest Post: 6 Must Have Tools for SugarCRM Users

Posted by Epicom on Jul 26, 2016 9:22:49 AM
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The variety and size of the Sugar ecosystem is really incredible. There are countless partners, integrators, apps and customizations that are extending the power of Sugar far beyond CRM. As a CRM consultant, Epicom is often looking for the best applications in the ecosystem to recommend to our customers. Below is a list of the tools we most often recommend and a description of what they do.

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Topics: crm integration, call center software, SugarCRM, sales tools, sugarcrm integrator, crm integrator

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

May 14

Customer Service and your Contact Center: What you should know

Posted by Kristen Braun on May 14, 2015 8:52:00 AM

It has been well demonstrated that Customer Service can affect a business just as much as catchy advertising slogans or the newest innovative product. Take the new Apple watch. It has been advertised as the next big thing to the point where it’s impossible not to be aware of it. But as with any new form of innovative technology, people are bound to have general questions, troubleshooting needs, and bug issues. This is where a strong and robust customer service platform comes into play.

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Topics: customer service, crm integration, first call resolution, customer experience

Apr 03

The Value of Integrating your CRM and Communications Platforms

Posted by Rachel Brink on Apr 3, 2015 9:35:22 AM
Customer Relationship Management (CRM) platforms, designed to facilitate the organization of information and interactions with current and future clients, have revolutionized the way businesses sell, market, and service their product offerings. What were once relatively uniform sales, marketing, or service initiatives with little room for differentiation are now customizable and targeted outreaches catering to a customer’s unique situation and needs thanks to the insights such solutions provide. But while extremely powerful, CRM platforms have yet to fully address the struggles enterprises face specifically as it relates to the interactions themselves. In fact, 60% of customer needs fail to be resolved on the first call, primarily due to representatives lacking quick, easy, and relevant access to the very information CRMs so effectively manage. The problem? Businesses have perfected customer data management but have yet to perfect its use when it matters most – at the point of the interaction.
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Topics: crm integration, CRM