Increase quantity of outbound calls
December 21, 2017
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One of the most powerful tools in a contact center’s arsenal is the dialer. Not necessarily the dialer itself – that is just one component.
Category: Perspectives
Are you benefitting from Sales Acceleration?
November 9, 2017
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Sales acceleration – is it as important as they say? Absolutely. Is it as complicated as they say? Not necessarily… but it does require the
Are Call Center Metrics Measuring Anything Useful?
August 4, 2017
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Contact centers have a history of relying on shaky performance targets. So which call center metrics do you really need to track? There’s a legacy
Can You Innovate Around Your Legacy Systems?
May 5, 2017
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How do you feel about your business’s legacy systems? Is it a big weight you’re dragging around? Or the faithful old steam engine driving your
What are the Benefits of Automating Sales Calls
March 24, 2017
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Business is all about relationships; in sales, relationship management is everything. Whether it’s nurturing leads or checking in with existing accounts, success depends on having the
Lessons from the Archive: The Life of a Switchboard Operator
February 17, 2017
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When Sharon Griggins had this conversation with Studs Terkel over forty years ago, professional switchboard operators had already been around for nearly a century. The
The SaaS Straitjacket and How to Escape it
November 22, 2016
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Saas (Software as a Service) should ideally make life easier – but can choosing the wrong SaaS product actually restrict companies and limit their resources?
Customer Service Leaders Interview | Boris of Remix
October 13, 2016
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babelforce call center process expert Pierce Buckley spoke with Boris Petrov of Remix about conquering customer experience challenges with deep integrations between the phone service
[Infographic] The NO Code Revolution: How to Heal Broken Customer Experience
September 20, 2016
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Caller experiences are often broken – the research is clear on this. People complain frequently about the same issues: waiting too long, transfers and low
Why Do Call Center Systems and Teams Get Siloed?
September 15, 2016
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With traditional call center software solutions, the agents tended to be on totally different systems to the other employees. New system architecture and philosophies are