SalesForce vs. HubSpot: A Side-by-Side Comparison (2020)

When considering CRM solutions there are two major players that need to be talked about. This…

The 5 Best CRM Systems in 2020

In an earlier post, I talked a bit about the creation and set up of a…

Can a Call Center Help in a Pandemic?

Firstly I hope that everyone is staying safe and sane during this very weird and bizarre…

How AI will Transform IT Service Management

Remember ‘Jarvis’ from Iron Man or ‘Irona,’ the Robot Maid from Richie Rich? Well, if you…

The Growing Usage of Artificial Intelligence in Customer Service

AI is able to outperform humans in numerous areas, but they are dependent on the first-hand…

The Impact of Customer Experience and Omnichannel

Customer experience is the most vital aspect that needs to be positive in order to be…

Top 3 Project Management Software Options for the Small Business

Small business owners, freelancers, and entrepreneurs are probably one of the most overlooked group when it…

How Help Desk Software Increases Your Customer Support ROI

If you want to invest in customer support software such as Freshdesk, you may be wondering…

The Top 3 CRM Software Packages You Need to Consider if You Want to be Successful

For the success of a business, managing the customer relationship is essential. For any company, the…

DIDs and SIP Trunking for Dummies

With regard to real-time communications, there are two aspects that businesses focus on. They would like…

Why Does the Right CRM Make a Difference

If you run a business that relies on customer experience to grow, then chances are that…

Setting up and Launching a Remote Office

In the early days of my career I was responsible for setting up an operation in…

CSI & Benchmarking

As an IT professional, it is incumbent upon you to continue developing your skills and knowledge…

Using an IVR effectively

First – what is an IVR?  Some people also call it an ACD but whatever you…

What is the hardest thing about running a call center?

I was recently asked this question in one of the forums that I am active on…

Mind Mapping

What is Mind Mapping?  In its simplest form, it is a technique whereby you use a…

Exceptional Customer Service

One important thing to remember from a Customer Service point of view is that the last…

Erlang ‘C’ & Scheduling for Call Centres – IV

The key things you need to remember if you’re using Excel or any staffing program is…

Erlang ‘C’ & Scheduling for Call Centres – III

Skill-Based Routing Simpler to say than actually execute, SBR is a way of ensuring that your…

Erlang ‘C’ & Scheduling for Call Centres – II

Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place…

Erlang ‘C’ & Scheduling for Call Centres

Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to…

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