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ACD

Integrating ACD And CRM: 5 Proven Benefits

Designed to manage the flow of incoming calls and outgoing interactions, modern call center systems integrate an ACD & CRM in a single solution. What benefits do customers want from inbound call centers? If you said they want highly personalized service, you’d be right. They want to contact you how they want and when they want. They want issues resolved quickly and efficiently—preferably on the first call. And they want to deal with knowledgeable agents who know their call history. In short, they want you to deliver a high-valued customer experience. If they don’t get it, they’ll bolt—without hesitation. To stay competitive, you’ll need to work hard to deliver high-valued customer experiences and earn you customers’ respect, trust, and loyalty. […]

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call centers

7 Little Known Ways To Build Teamwork For Inbound Call Centers

Looking for proven ways to boost your inbound call centers productivity and performance? That’s easy. Build a strong team at your call center. The benefits of doing so are almost boundless. Building a strong agent team: Improves morale Increases innovation Boosts flexibility Increases efficiency Improves resource utilization More important, it increases job satisfaction. And that in turn creates happier, more productive agents that look forward to coming to work. These kinds of agents provide exceptional customer service, boosting customer satisfaction, customer loyalty, and corporate profits. If you’re serious about optimizing your inbound call centers performance and productivity in 2015, work on building a strong team at your inbound call center. 7 Ways To Build Teamwork For Inbound Call Centers 1. […]

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lifestyle

Creating a Lifestyle of Change Through Your Help Desk

This is the time of year when people think of others. Fundraisers kick into overdrive, people give to food banks and you try to carve some time out of your busy schedule to volunteer at the local shelter. Companies also look at charities they can give to in order to contribute to their community. As the owner of a company, you set the tone of the organization. You can create a lifestyle of change in your company by having your outsourced help desk, sales department, and manufacturing staff find causes close to their hearts and find ways to give back. Management Leads The Way – lifestyle of change begins at the top A lifestyle of change begins at the top. […]

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everywhere

Your Inbound Call Center Can’t Be Everywhere: And It’s OK

As a serious small business owner, you keep up on the latest trend. One new trend however has you worried. Omnichannel marketing is the new fad but you don’t know how your inbound call center can be everywhere at once. Well take a deep breath and relax, because you can’t be everywhere at once, and it’s OK. In fact, it’s better if you’re not. Not Realistic If omnichannel marketing isn’t realistic, why are all of these articles being published in trade magazines and on the web? The ones that say you must bow to the whims of customers and offer your call center services on social media, via texting, on your website and anywhere else consumers want? And why do […]

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