Patrick Hogan
How Cloud Technology Enables New Business Models
Ten years ago, few would have imagined that employees could work entirely remotely or that an entire business infrastructure could exist on the internet. With the adoption of cloud computing, a service that allows companies to access processing and data storage through the internet, these business models are becoming a reality. Today, small businesses can … Continued
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Introducing Tenfold VoiceMap
A lot of Tenfold customers record their agent phone conversations. Links to those recordings are available in the CRM call records as soon as a call is completed. Very handy for a quick review, a spot check, or just confirmation of what was said. Despite the obvious benefits of having a record of phone conversations, … Continued
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What is Customer Relationship Management?
Customer relationship management (CRM) is a concept that refers to the strategies used by an organization to improve business relationships with customers. CRM software dates back to the 1980s — these systems gathered and analyzed customer information, just like they do today — and has become a valuable tool for businesses that want to engage … Continued
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Top 10 Most Used Phone Systems in Call Centers
Call centers are more than their agents and managers. Learn the technologies and service providers that make (or break) contact centers and support departments.
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What is Interactive Voice Response (IVR)?
Your IVR system plays an important role in keeping your customers and prospects happy. Process calls faster and for effectively through proper IVR set-up and configuration. Know the usage and benefits of an interactive voice response system.
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What is Integrated Calling?
Integrated calling is the merging of the telephone and the computer for streamlining a business' communications and other processes. It helps make your sales team become more productive. Know more about its features, practical applications and benefits.
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How to Boost Performance in Customer Care Call Centers
Call centers are often the most customer-facing component of companies. It doesn’t matter if it’s an in-house center or an outsourced company, call center agents represent businesses for the majority of customer interactions. The way agents interact with customers and prospects should reflect a company’s ethos. For call centers focused on customer support, ensuring that a … Continued
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Best Practices for Choosing A CRM-Phone System Integration Provider
CRM integration with phones in a call center setting makes the job of agents simpler. In effect, the customer experience improves. CTI technology improves the way call centers work. Wait times are reduced, problems are resolved faster, and the customer experience is improved overall. Simply put, CRM integrations with phones enable call centers to provide … Continued
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Performance Clarity: How CRM Call Logging Powers Data-Driven Call Centers
In today’s business environment, improving performance and replicating successes come down to measurement. If you don’t measure your efforts, you won’t know which ones to slam the gas pedal on and which to sit out. This clarity is essential in any industry. For a long time, there was a difficulty associated with gathering sophisticated performance data … Continued
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Reap Max Benefits When Switching to Salesforce Through These 5 Tips for Smooth Implementation
Salesforce claims to be the world’s favorite CRM–and for good reason. It’s estimated that over 150,000 businesses use Salesforce.com for their CRM needs. However, as for any software used in the business setting, there has to be solid plans and processes in place to ensure that the company will get the expected benefits out of … Continued
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