5 practical Strategies to maximize success for your customer service team

By Sarah Buchanan on 3/13/24 3:00 PM

Delivering top-notch customer service isn't just about meeting expectations—it's about exceeding them. As customer service leaders, we're constantly on the lookout for ways to enhance our operations and provide better support to our customers. In this article, we'll explore five actionable strategies to level up your customer service game, with a focus on leveraging Contivio's innovative features ...

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Topics: Contact Center Best Practices

Maximizing Lead Conversion with NetSuite Web Forms and Contivio's Outbound Dialer Campaigns

By Sarah Buchanan on 1/3/24 12:38 PM

In today's fast-paced business landscape, the ability to generate leads swiftly and convert them effectively stands as a pivotal factor for success. Tapping into technology and automation to streamline lead generation and optimize conversion rates has become a strategic priority for businesses worldwide. NetSuite Web Forms and Contivio's Outbound Dialer Campaigns emerge as a dynamic duo, offering ...

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

Optimizing Customer Service with CRM Integration Strategies

By Sarah Buchanan on 11/30/23 1:37 PM

In today’s dynamic business landscape, customer service stands as a cornerstone for success. Providing exceptional customer service not only creates a positive impression but also cultivates lasting relationships that drive customer loyalty and repeat business. According to Nerdwallet, an overwhelming 93% of customers are inclined to return to companies offering excellent customer service. The ...

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Topics: Contact Center Best Practices

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

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

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 Features, Contact Center Best Practices

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 Features, Contact Center Best Practices

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