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Tenfold Contact Center Blog
- The Tenfold Contact Center Blog is a source for in-depth, highly researched, and original work about all things related to the customer experience. Our articles are contributed from Tenfold employees who are directly involved in leading our customer success program; who understand what's important to highlight vs. what's background noise, and who have years of experience building their expertise.
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Omnichannel Customer Service: 5 Critical Best Practices
The growing size of today’s consumer market sets the stage for entrepreneurs and companies of varying capacities to take part. The US consumer market alone was at $1.5 trillion in 2016. And this number is continuously increasing. According to an article from AdAge, US Gen Y or millennials are also swiftly increasing their slice of the pie, … Continued
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8 Strategies for Effective Contact Center Management
A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. The stakes have always been high and the pressure is on for the upper management. Imagine having to balance operational costs, customer experience, agent retention, and revenue growth–Contact center managers … Continued
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Top Metrics that Measure Inbound Call Center Performance
Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft, 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking … Continued
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How Context Drives Great Customer Experience
Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team. One in four of these CX teams reports directly to the company CEO–a clear indication that CX is … Continued
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The Benefits of CTI for Cisco Users
Are you in a high call volume environment? You’re probably familiar with how important it is to save time on each call while also ensuring the quality standards are met. For call centers, sales floors, and other client-facing teams engaged in huge amounts of voice-based activities, there is a constant need to improve efficiency and … Continued
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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
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Tenfold Recognized as 2018 Top Rated Contact Center Software by TrustRadius
The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. The TrustRadius Top Rated awards are unique in that they are an unbiased reflection of customer sentiment, based solely on user satisfaction scores. In order to earn a Top Rated badge for Contact Center Software, products … Continued
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More Call Centers are Using Social Media for Customer Service – And It’s Working
*This post was guest-authored by Ryan Gould from Elevation Marketing* Instead of assigning social media to a separate department, many call centers are employing social media as an additional – and helpful – customer service tool. Customers, as it turns out, are responding positively. Studies show that that one out of every three customers prefers … Continued
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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
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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
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