Category: Contact Centers
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3 Key Takeaways From Dreamforce 2021
The Dreamforce keynote is always an important opportunity to hear directly from Salesforce CEO Marc Benioff his thoughts on the forces impacting today’s businesses and his vision for the future of the world’s most popular CRM. With the events of the last couple of years having accelerated the pace of digital transformation and the shift…
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How To Get the Most Out of Your Voice Analytics System
Voice analytics works best for businesses when they have a clear goal of what they’re looking to achieve. By telling your voice analytics system what types of conversations you want to have highlighted to you, you can ensure that you’re getting the most important calls flagged for your attention—rather than listening back to calls at…
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5 Headaches Solved with Integrated Telephony
Computer telephony integration (CTI) is a voice solution embedded into a customer relationship management (CRM) platform, like Salesforce. A CTI solution is a key component to any customer service strategy. For contact center agents and sales teams, CTI is vital in providing efficient customer service and streamlining processes – allowing phone conversations to be tracked…
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Understanding the Power of Data
Companies’ data stores are their very own goldmine. Data is collected in numerous ways, one of the most important being those channels directly linked to the customer. But businesses can’t simply collect data and stop there. They need the processes and technology that enable them to analyze data appropriately. The benefits of doing this to…
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Voice Transcription vs. Speech Analytics
The number of digital voice assistants is predicted to reach 8.4 billion units by 2024, outweighing the world’s population. Combined with the unprecedented growth of audio and video conferencing ushered in by the global shift to remote work models in response to the COVID-19 crisis, it should come as no surprise that the voice transcription…
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Top 5 Customer Service Predictions for 2021
This year has been tough for many, and customer service agents have often borne the brunt of it. But it’s also an opportunity to ensure that we learn from these experiences to ensure the relationship between brands and customers is strengthened moving forward. Here we predict how organizations can learn from 2020 and set up…
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Customer Service: A Single Piece of the Customer Experience Puzzle
Customer experience (CX) has become one of the hottest buzzwords in the business world. In fact, the Temkin Group found that companies that earn $1 billion annually, can expect to earn an additional $700 million on average within the first three years of investing in CX. Yet the terms ‘customer service’ and ‘customer experience’ are often used…
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Our 7 Takeaways from the Dreamforce 2020 Keynote
Salesforce Dreamforce 2020 came to us remotely from San Francisco this Wednesday. From the Slack acquisition to new products, here are our key takeaways. A compelling keynote speech by Salesforce CEO Marc Benioff, Dreamforce delivered an unmistakable message: it’s business that drives change — and Salesforce is leading the way. Beyond the extraordinary growth of…
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How Businesses Will Need to Shift Their Customer Service as the UK Copes with Localised Lockdowns
Current events have taught us that customer service will never be the same. In an era of social distancing, it is clear that connectivity – and most importantly telecommunications including cloud telephony – is essential. The availability of customer response plays an indispensable role as the UK copes with the uncertainty of tightening restrictions and…
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Strengthening Our Relationship With Salesforce
We were recently chosen to participate in the Salesforce Accelerate Grow program, which helps existing partners advance their growth in the marketplace. The program is led by a network of subject matter experts with extensive experience both within the Salesforce and startup communities. Its goal is to provide the insights and support we need to strategically align…