Ferris State + Tenfold: Better Call Workflow, Better Student Relationships
Read more about Ferris State’s success with Tenfold in the full case study here. Across industries, Tenfold’s commitment is to help organizations have better conversations. For educational institutions like Ferris State University in Michigan, building relationships with prospective students and strengthening ties with current enrollees are the top priorities. Processing anywhere between 200 and 500 … Continued Read This article
How Click-to-Dial Helps Microsoft Dynamics CRM Users Achieve Sales and Service Success
Millions of users rely on Microsoft Dynamics CRM as the central hub for all their customer data. Client-facing teams use it to aggregate and analyze data on prospects to inform and support the execution of their sales and service strategies. Dynamics is one of the leading CRMs in the market—because of this, third-party enhancements and programs are … Continued Read This article
Who Owns CX?
Customer experience is the new frontier –– while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Beyond the buzz CX has … Continued Read This article
Essential Technologies in Call Center Workforce Management
Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of … Continued Read This article
How to Boost Sales Team Morale Before Year-End
It’s crunch time! Barely a month before the year ends, the pressure is on to reach targets and make quotas. Morale naturally dips, especially for team members lagging behind. And, as manager, this is not what you want. Morale is a crucial differentiator when it comes to successful organizations. In fact, according to a Marketing … Continued Read This article
Leveraging Data Lakes
What is a Data Lake? On the early days of modern computation, computers of the 1950s, 60s, and 70s would collect data from physical repositories (cards, keyboard input and tapes) and deal with it in memory, meaning a virtual environment. In the late 1970s, computers started to cluster data for processing within worksheet alike structures, … Continued Read This article
Optimizing Call Center Customer Support for Increased Revenue
Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing … Continued Read This article
Is Your Sales Data Causing Inaccurate Forecasting?
By definition, forecasting is inexact. It is a data-focused assessment of possibilities; and yes, there is a lot of guesswork involved. The ideal is to minimize the guesswork through the systems and strategies you implement – as well as the accuracy of the data you use. If your sales data is causing inaccurate forecasting, then … Continued Read This article
Should There Be A Trade-off Between Good Data and Productivity?
There is an old Zig Ziglar quote that says: “The top salesperson in the organization probably missed more sales than 90% of the sales people on the team, but they also made more calls than the others made.” As motivational as this can be, it sounds more like something a sales rep would say to … Continued Read This article
Employee Engagement Techniques for Contact Centers to Reduce High Turnovers
The staff turnover is one of the biggest problems that contact centers face today. It has a huge impact on the costs and the quality of service. According to the 2016 US Contact Center Decision Makers’ Guide from ContactBabel.com – the Average annual turnover rate for a customer service representative (CSR) was 29% – an … Continued Read This article
Benefits of Speech Analytics for Customer Support Call Centers
Speech analytics is at the forefront of the corporate push to make intelligence gained from Big Data not only valuable but actionable in real-time. Speech analytics offers the ability to create meaningful voice data and interaction trends to help companies improve services, reduce costs, and grow revenue in their contact center and other business areas. … Continued Read This article
Managing Call Queues for Customer Service Call Centers
Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. The goal is to have the lowest average call queue time possible, which will result in more effective service … Continued Read This article