CEO Thoughts: Hate maintenance windows? So do we.

Posted by Guillaume Seynhaeve on Mar 3, 2014 10:45:00 AM

I am working with a mortgage broker to refinance my home. The mortgage broker uses a number of tools to communicate with his clients and seems to be pretty tech savvy. I found out that he uses Salesforce.com because he invited me to communicate with him using Chatter.

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Topics: cloud based contact center, outbound, crm integration, cloud based solution, 360 view, call center software features, blended contact center software, contact center, contact center solution, call center software, cloud customer support, cloud customer service, small business solution, cloud call center, customer support, best business practices, scalability, SaaS, VOIP

Amar's Alley: The Battle Between Contact Centers and Answering Machines

Posted by Guillaume Seynhaeve on Feb 24, 2014 9:40:00 AM

“Hi! you have reached blah blah blah, please leave your name and number and I will get back to you." Familiar? It should be….these words likely echo in your ears at some point everyday! Correction…this probably happens to you on almost every call! 

Allow me to provide you with an outside perspective from a member of the “old guard” (let’s just leave my age at that), who always jumps to answer a call, regardless of what’s going on and even if the number is unknown.  In my younger days, we would run across the office floor, or down the flight of stairs at home to pick-up the phone, because we were taught that if a device rings, it's for a reason.  Today, I am intrigued by how often I come across that same old message, “Hi! You have reached (blah blah blah blah), please leave your name…"

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Topics: cloud based contact center, call center, crm integration, custom crm integration, 360 view, call center software features, contact center solution, call center software, cloud call center, customer support, best business practices, call blast, employee retention, scalability

Seven Ways to Stop Agent Burnout

Posted by Madeleine Coe on Jul 23, 2013 2:00:00 PM
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Topics: contact center software, call center software, best business practices, employee retention, work force management

The Secrets of Customer Retention

Posted by Madeleine Coe on Jul 9, 2013 2:00:00 PM

Marketing tends to focus on gaining new customers. You want to grow your business, so you focus on the question of how to draw people in. But when you focus on gaining a valuable and qualified audience, it is easy to neglect the base of customers who are already engaged with your business.

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Topics: customer service, crm integration, B2B marketing, small business solution, best business practices, small contact center software

What's the Secret to Call Center Retention? Get in Their Head.

Posted by Madeleine Coe on Jun 27, 2013 2:00:00 PM

Guest Blogger: Ashley Verrill is a software analyst at Software Advice. She has spent the last six years reporting and writing business news and strategy features. Her work has been featured or cited in Inc., Forbes, Business Insider, GigaOM, CIO.com, Yahoo News, the Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal, among others. She also produces original research-based reports and video content with industry experts and thought leaders.

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Topics: call center scalability, contact center solution, small business solution, best business practices, small contact center software

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