call center crm together

Contact Center and CRM: At Odds or in Harmony? Part II

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If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

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contact center and crm

Contact Center and CRM: At Odds or in Harmony? Part I

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I come from the contact center world, that is, I’m from the telephony side of that world. I worked part time as an AT&T operator in college, did an internship at Bell Labs in college and started my career at AT&T Long Lines after business school. You can’t get more telephony than that. For me, […]

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salesforce lightning

When Salesforce® Lightning Strikes! The Top Three CX Improvements

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Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic). What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes […]

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contact center performance

Cut the Cord to Boost Contact Center Performance

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Analysts unanimously agree: Customer Experience is the new competitive battle field. Price or functionality is no longer a sustainable competitive differentiator for most products and services. It is an interesting coincidence (or maybe not a coincidence at all) that the rise of customer experience as a competitive advantage comes at the same time when customers […]

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Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce®

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For over 70 years, Mitchell has been helping insurance companies and car repair shops in North America figure the cost of getting a vehicle and person from wreck to recovery. The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. Mitchell empowers their clients […]

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call recording

Give Your Contact Center a Pink Slip

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Guest blog post from our friends at Momentum Telecom. Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these […]

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New Integration: inContact Agent for Oracle® Service Cloud

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Do you know what an oracle is? I did not (at least not in any detail), so I looked it up recently, when I started thinking about this blog… Oracle (or·a·cle /ˈôrək(ə)l/ (noun): In classical antiquity, an oracle was a person or agency considered to provide wise and insightful counsel or prophetic predictions or precognition […]

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outbound call center

3 Best Practices for Boosting Your Outbound Contact Center

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Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. If you’re looking to improve your results, here are three best practices to consider implementing for outbound dialing: #1: Utilize No Pause, Predictive Dialing: You might assume […]

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Let’s Keep This Short

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“Let’s keep this short.” As much as you need your customers, and as much as your customers may be thrilled with what you are offering them, both still want to keep the phone call short. After all, this is business. The customer is calling because they have a need, and the quicker you can meet […]

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contact center security

Customer Experience is the New Battleground

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I read a very relevant and timely article entitled “The Customer Experience Performance Gap” over at Forbes last week where I posted a comment.  I wanted to post the comment and a link to the article here for those that may not have seen it. ** My comment on Forbes.com ** Great article, and very […]

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