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Making the Most of Data for Sales Teams

In today's sales landscape, it's no longer enough to just be confident in your product and its features. Consumers are looking for a more connected, more personal experience - even in the B2B space. For sales leaders, this means building teams and processes that can focus on the customer journey, instead of one-off transactions. For…

Salesforce Call Centers

This post is going to give you some information about the Salesforce call center: what does it do and why might your business want it? First and foremost though, what is a call center? The Salesforce call center is basically a softphone within Salesforce. It typically appears on the left-hand side of the Salesforce window, like…

Top Tips for Improving Outbound Contact Center Metrics

Improving performance and boosting efficiency are top priorities when looking at outbound contact center metrics, but what steps can be taken to ensure this happens? Outbound contact centers are an asset for any business and can help improve sales percentages, brand awareness and overall profits. However, this is only possible if agents are working productively…

Successfully Managing Organizational Change

In order for organizations to continue to move forward and grow, change is inevitable. Whether your organization has already made the decision to implement a solution or is still investigating the various options, one thing is for certain. There will be organizational change. There are 2 types of change: technology change, which involves implementing new…

Demystifying CTI: A Glossary of Basic Terms for Newbies

A starting look at some popular industry terms surrounding computer telephony integration If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Though some are fairly self-explanatory,…

8 Effective Ways to Motivate Your Customer Service Team

Source: Pexels You had the perfect customer service team. Hard workers - cheerful, engaged, and hauling in gushing five-star reviews and covetable revenue. But in horror, you watched the staggering statistics unfold before your eyes. Valued members of your team revealed themselves as part of the 50% of employed Americans actively looking for a new…

Salesforce High Velocity Sales

InGenius helps inside sales teams close more deals in less time by boosting their productivity with Salesforce High Velocity Sales. Earlier this summer, a bunch of new Salesforce features became available when we released InGenius Connector Enterprise 6.4. Some of them you might already be aware of, like escalating to an agent from an Einstein…

The Importance of Collaboration in the Contact Center

Why Sales and Customer Service Go Better Together Many businesses often make the mistake of assuming that sales and customer service are mutually exclusive departments that should operate separately from one another - but nothing could be further from the truth. Though the overall goal or focus for each department within the business is different…

There Is No Try When it Comes to CTI

A  long time ago in a galaxy... well, right here, InGenius Software was created to meet an industry gap for computer telephony integration, also known as CTI. As a software developer, I've seen how hard all the employees work to make the best product they can. I work alongside amazing senior developers who always seem…