Make Your Multichannel Contact Center Social

Posted by Madeleine Coe on Aug 15, 2013 2:00:00 PM

These days, providing great customer service for your business means being a contact center, not just a call center. This is achieved by using contact center software to provide multichannel accessibility to your customers through voice, chat, text, and social media. Out of all of these, social media is the newest and most difficult to wrangle into working for you as a method of customer service.

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Topics: contact center software, multichannel contact center, multichannel call center, social media

SaaS Requires A Strong Foundation

Posted by Madeleine Coe on Aug 1, 2013 2:00:00 PM

You may be wondering why cloud-based contact center software companies are on the rise in comparison to traditional call center software company models.

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Topics: cloud based contact center, contact center software, call center software, cloud based call center, cloud call center, scalability, SaaS

Everything You Need to Know About Outbound Dialing

Posted by Madeleine Coe on Jul 25, 2013 2:00:00 PM

Any contact center needs a dialing system, whether it be a traditional phone line or even a newfangled CTI (Computer Telephony Integration) or VoIP-based application which runs through your computer. Vocal communication has come a long way in the past few years with all these technological advances.

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Topics: contact center software, outbound, call center scalability, contact center solution, call center software, predictive dialer, call blast

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

How to Get the Most Out of Your Contact Center Software

Posted by Madeleine Coe on Jul 18, 2013 5:00:00 PM

“People pretend not to like grapes when the vines are too high for them to reach.”
Marguerite de Navarre

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Topics: contact center software, crm integration, crm software, call center software, technical support, software support, service delivery

9 Call Blast Applications to Wow Your Customers

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

Every year on the Fourth of July, folks gather to see the fireworks displays from lakefronts and backyards. They breathe in the humidity of a hot summer night, gazing up at the sky in wonderment. Across the sky, smoke and colored lights burst with thunderous booms. In the background, a marching band plays John Phillip Sousa’s Stars and Stripes Forever, and the people ooh and ah over the glittering sparks of color exploding in the air above them. 

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Topics: contact center software, call center, contact center solution, call blast, voip crm integrated contact center

Why CRM and CTI Integration is an Essential Pairing

Posted by Madeleine Coe on Jun 4, 2013 2:00:00 PM

Computer Telephony Integration (CTI) and Customer Relationship Management (CRM) are like childhood sweethearts, strolling through the playground hand in hand. Like peanut butter and jelly sandwiches. Like yin and yang. Like two sides of the same coin. Like Jack and Diane, two American kids growing up the best that they can. Together, they form a syzygy; an archetypal pairing of opposites that complete each other to form a more perfect whole. They stand alone, but separating them would be a waste when they work together to create something so magnificent. You could just eat Oreo cookies, but why eat them alone when you could experience the sweet pleasure of dunking them in a cold glass of milk?

When paired together, a CTI application and CRM software work to create a technologically advanced union of telephony services for your contact center.

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Topics: contact center software, crm integration, contact center solution, crm software

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