Latest Contact Center Best Practices

Feb 19

6 Statistics highlighting how to make SaaS solutions work for your business

Posted by Rachel Brink on Feb 19, 2015 10:53:00 AM

As consumer demands and expectations continue to rapidly evolve, many businesses have turned to advanced software-as-a-service solutions (CRM, Ticketing, WFM, WFO, Telephony) to assist in the daily management of their client relationships and potential prospects. But while individually beneficial as stand alone solutions, many enterprise businesses are still finding it difficult to satisfy the expectations of their respective consumers. Why? Because SaaS solutions are not the answer –integrated solutions are.

Read More

Topics: crm integration, crm software, SaaS, first call resolution, third-party integrations, database management integrations, saas integrations, contact center integrations

Oct 29

Juggling the Benefits and Shortfalls of Call Center Scripts

Posted by Rachel Brink on Oct 29, 2014 8:52:00 AM

The vast majority of today’s contact centers use scripting in some way, shape, or form.  With the ability to guide agents throughout each customer interaction the feature offers businesses a number of benefits, including:

  • Uniformity across all consumer interactions
  • On-the-go training
  • Notification of cross-selling opportunities
  • Compliance with industry standards
  • Reduced average handling time

In fact, call center scripts have shown to improve agent productivity by approximately 36% and increase first call resolution rates by 17%. 

Read More

Topics: customer service, call center, crm integration, contact center, call scripts, dynamic scripting, call center scripts, agent productivity, customer experience, cross-sell, third-party integrations