Patrick Hogan
What is Relationship Intelligence Data?
Whereas business intelligence data focuses on elements that are company-centric, relationship intelligence data (RID)—a subset of customer intelligence—puts importance on the relationship between the company and its customers. Instead of tracking performance metrics such as lead response time or average call handling time, RID includes statistics that are unique only to the customer: number of … Continued
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What is Net Promoter Score?
When measuring customer satisfaction with a service, Boston-based consulting firm Bain and Company identified three major groups of people based on the scores they give to one particular question: are they, the customers, going to recommend the particular service they are using to friends and family? Using a normal scale of 0 to 10 as … Continued
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What is VoIP?
Voice-over-Internet Protocol (VoIP) is a communication technology that allows voice calls to be digitized and transmitted over an Internet protocol, rather than through regular telephone circuitry. While it uses the term “Internet”, transmission protocols may include virtual private networks (VPNs) or local area networks (LANs). A significant advantage of transmitting calls this way is that … Continued
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What is IVR?
In telecommunications, interactive voice responses (IVR) is a system that allows customers to interact with a computer by either voice or “touch” tones generated via keypad input. IVR systems are often accompanied by prerecorded audio to direct customers through their “menus”. In businesses that experience heavy volumes of calls, IVR systems can help reduce costs … Continued
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3 Strategies to Aid in Retaining Call Center Employees
Call centers are virtual or physical operations with a primary organization where a group of managed individuals spend the majority of their time conducting business via the telephone, often within a computer-automated environment. However, call centers aren’t what they used to be. Customer Relationship Management is all the rage. To foster growth and loyalty, you … Continued
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What is Voice Marketing Automation?
Voice marketing automation or voice-based marketing automation (VBMA) is a blanket term that encompasses software that automates the gathering, execution and measurement of data from voice-based communications. Basically, VBMA is like traditional marketing automation but it uses and is centered around telephony-specific functions and data. Why More Automation is Always a Good Thing In 2012, … Continued
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3 Must-Have Call Center Software Features
Your customers’ experiences can make or break your company’s reputation, and your call center software is often their first point of contact with you. When a customer’s call center experience is positive, she’s likely to tell her friends about it. And the reverse is also true. In fact, as Colin Shaw reported over at LinkedIn, … Continued
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3 Steps to Integrate Salesforce with Asterisk
One of the best features of Tenfold is its ability to integrate with other CRM software and phone systems, which, in turn, fuels growth in your sales organization. We love Salesforce, of course, which works especially well with open-source-created Asterisk. Here are three easy steps to integrating Salesforce with Asterisk with TenFold. Get a Tenfold … Continued
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Contact Center Solutions to Make You a Better Manager
Your sales team is stressed. But not the kind of stressed that drives them to succeed. The defeating kind of stress. Expectations are high. Sales are low. You don’t know why one employee can bring in consistent business while the other can’t seem to keep the customer on the phone. You could look over their … Continued
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Maximizing Your Call Center’s CTI Efficiency
These days, it’s hard to operate a high-quality call center without CTI. However, you may have noticed that your calls are simply not bringing in the kind of business you want or need to succeed. That’s because you haven’t maximized your CTI efficiency. Successful CTI management isn’t as simple as just setting up the software … Continued
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