How can you integrate NetSuite cases into your call center?

By Tim Dancey on 1/29/18 12:29 PM

Since NetSuite Case Management goes hand-in-hand with customer service & support, Contivio has developed seamless integration with cases across all channels - including phone....

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Topics: Contact Center Features, NetSuite, Omnichannel, Contact Center Best Practices

The Best Ways To Survey Customers From Your Call Center

By Tim Dancey on 11/27/17 2:27 PM

Whether you’re using Customer Satisfaction (CSAT) or Net Promoter Score (NPS) methodologies, Customer Surveys are an integral part of contact center management as they help bring to light any issues - or strengths - that are arising in your contact center. Collecting feedback from your customers post-communication allows you to get insights on:...

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Topics: SMS, Omnichannel, Contact Center Best Practices, Contact Center Features

The Benefits of Contact Center CRM Integration

By Tim Dancey on 3/1/17 3:23 PM

Here at Contivio we've found that Contact Center CRM integration leads to the best customer service and fastest lead conversion. This is why it's key for growing businesses to choose a Contact Center and Telephony Solution that has a robust set of CRM integration features. Today, with advanced business intelligence tools, organizations can now track and understand the exact value of each customer ...

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Topics: Contact Center Best Practices, Contact Center Features

The Best Call Center for Debt Collection

By Tim Dancey on 1/3/17 7:02 AM

Third-party debt recovery and debt management is always challenging. Often, collection calls rely on repetition to motivate the debtor to pay. Contivio allows collection agencies and other debt service providers to reach more debtors, all while complying with regulatory guidance. With Contivio's debt collection solution, you can focus on your contact center performance and eliminate the hassle ...

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Topics: Contact Center Best Practices

Contact Center Roles & Responsibilities for 2018

By Tim Dancey on 12/30/16 1:02 PM

When your company implements cloud contact center software across multiple business units (e.g., sales, marketing, support, etc.), it’s important to clearly define contact center roles and responsibilities at the beginning of the process. If your employees and contact center users have a clear vision of expectations and measurable KPIs, your company is far more likely to reach operational ...

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Topics: Contact Center Best Practices

Key Contact Center Features for Customer Support Teams & Inbound Communication

By Tim Dancey on 12/6/16 2:01 PM

Deliver a truly superior inbound contact center experience to your customers. Leverage Contivio’s IVR, ACD and CTI technologies to send calls and chats to the most skilled and qualified reps the first time! It is time to start closing tickets faster, and revolutionizing your customer touch points....

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Topics: Contact Center Best Practices, Contact Center Features

Key Contact Center Features for Sales Teams & Outbound Call Centers

By Tim Dancey on 12/5/16 6:07 PM

Deployed by teams globally, Contivio’s outbound contact center features help increase sales efficiency – directly from the CRM. Simply create a CRM saved search, and launch preview or progressive campaigns in seconds!...

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Topics: Contact Center Features, Contact Center Best Practices

Choosing The Best Contact Center User Interface

By Tim Dancey on 9/1/16 2:15 PM

Support, services, and sales teams use and interact with a wide range of sophisticated solutions each day, thereby, requiring a contact center user interface to be user friendly, intuitive, and obvious. With the rapid pace of software development and advancement, business communications are expected to be conducted much faster than ever before. Organizations expect more human interactions to be ...

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Topics: Contact Center Best Practices, Contact Center Features

The Most Important Contact Center Tools for Supervisors & Administrators

By Tim Dancey on 8/9/16 10:23 AM

When you launch your Contact Center, it's important to ensure that it empowers supervisors and administrators to improve visibility, drive staff efficiency and utilization. With tools such as quality assurance & monitoring, real-time statistics & reporting, and workforce management, staff management has never been easier....

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Topics: Contact Center Best Practices, Contact Center Features