Latest Contact Center Best Practices

Feb 26

Guest Post: 10 Ways to Use SugarCRM for Customer Service

Posted by Faye Business Systems Group on Feb 26, 2016 9:01:23 AM

As a Customer Success Manager, I spend a lot of time thinking about how to keep customers happy and productive with their products. The retention of current customers is fundamental to most businesses and quality customer service is at the core of facilitating that. Having a system in place to enable your team to provide excellent customer service is very important. Let’s look at how you can use SugarCRM for customer service:

Read More

Topics: customer service, CRM, SugarCRM

Feb 05

5 Ways to Reduce Your Call Center’s Average Time in Queue

Posted by Rachel Brink on Feb 5, 2016 9:30:00 AM

 

When it comes to “waiting on hold”, studies have shown that only 43% of consumers are willing to wait for longer than a minute, 39% for longer than five minutes, and only 18% for longer than ten—meaning that 57% of consumers will hang-up if their call is not answered by a live individual in less than 60 seconds. And failing to plan for high call volume or fix long wait times could present businesses with a number of challenges, including lost sales and reduced customer loyalty.

Read More

Topics: customer service, contact center software, CRM, contact center solution, call center software, customer support, high call volume, contact center solutions, time in queue, customer service team, wait on hold, on hold, waiting on hold, customer service rep, CSR

Jan 29

The Top 4 Biggest Challenges For Contact Centers in 2016

Posted by Rachel Brink on Jan 29, 2016 8:59:21 AM

Each New Year brings its own set of unique opportunities to the contact center space, both from a technological standpoint as well as an operational one. And as businesses continue to adopt the latest solutions and best practices to support their employees, customers, and organizations as a whole, many continue to run into challenges piecing everything together and making good use of it all. But what are some of the challenges contact centers are anticipating in the coming months? And how can businesses more effectively manage what they have and mitigate the risk of a potential issue? Let's check out the findings of Contact Center Pipeline’s recent survey, “Contact Center Challenges & Priorities”, revealing some of the biggest challenges for organizations today—and how to alleviate them in 2016.

Read More

Topics: customer service, call center, CRM, contact center, contact center solution, call center software, self-service, agent retention, knowledge management, knowledge base, contact center attrition, SLA, ASA, service level, high attrition, attriction rate

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?

Read More

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

Dec 11

You may not know it, but your CRM is begging for this

Posted by Rachel Brink on Dec 11, 2015 8:56:46 AM
you-may-not-know-it-but-your-crm-is-begging-for-this.jpg

As the sales and customer service landscape continues to evolve and become far more complex, businesses around the globe are discovering the value in adopting advanced Customer Relationship Management (CRM) platforms to assist in collecting and organizing the vast amount of data their clients provide, and using it to deliver seamless customer service across multiple channels and touch points. And with organized client data, agents can more effectively up-sell, cross-sell, target marketing efforts, and solve potential issues before they escalate. Yet, arguably the most vital component of sales and service delivery, and one CRM platforms do not inherently provide, is voice—a channel that has the power to drastically enhance internal efficiencies, reduce costs, and transform the customer experience when integrated with a CRM.

Read More

Topics: customer service, CRM, outbound sales, sales