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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…

Bring the Human Experience Back into your Contact Center with InGenius CTI

My first sales job was at a contact center in the early 2000s. I worked on a large team, with high targets and a company-mandated script. I was expected to call over 100 people each day and to throw my pitch to as many people as would listen, trying to get as many to stick…

Making Life Easier for the Client is the Key to Good Customer Service

The number one priority for any business that hopes to establish and maintain a high rate of success is to ensure that their customers are satisfied with the service they're receiving. Customer experience, after all, is viewed by 90% of organizations as a key brand differentiator. But how can businesses ensure that their clients remain…