LeadDesk’s cloud contact center software blog for everything you need to know to take your sales, efficiency and agent experience to the next level.
To compete as a modern contact center or customer service, it’s not enough to provide service through phones and emails. Thus companies have kept adding new channels to keep up with customer demands. However, by adding channels, companies continue to add complexity to their systems. This has resulted in new headaches; more work for agents and a disconnected experience as customers need to repeat themselves across channels.
Thought ACD is enough for contact centers? Read how integrating all contact channels and agent distribution into an omnichannel software is the key to success.
Call centers are easier to establish than ever before thanks to cloud-based call center software. However, many starting entrepreneurs fail to see the critical points that make or break your start-up. To ensure you don’t fall in the same missteps, we outline the most important aspects for you to succeed.
Looking to close deals cost-efficiently? Take a look at our blog on the 6 vital outbound metrics that turn your contact center into a gold mine.
Wondering how to save money while improving customer satisfaction? Read our blog on the top 5 inbound contact center metrics and take the first steps.
Contact centers today rely more and more on data to understand and manage their operations and the performance of their agents. A modern-day call center software provides you with an ever growing number of indicators that can be the decisive factor between success and failure.
Looking to improve the overall performance of your contact center? Find out how quality assurance can strengthen your operation from details to strategy.
Ever wondered what speech-to-text is, how it works, how it can be used in contact centers, and what the implications will be in the long run? Check out this blogpost to gain all insights.
We got a moment with Jan Kåre Sumstad, National Head of Sales Telemarketing, from Fjordkraft to hear about how they have managed to maintain activity levels the past months. Hint: Structure, communication and routines are crucial throughout the company.
Increased call center sales and efficiency, less expenditure – yes please! Read how an omnichannel software successfully blends inbound and outbound.
66% of customers get in touch with customer service using at least three channels. To enable your agents to stay on top in this omnichannel environment, you need to integrate the data from all departments and contact channels into one easy-to-use system – an omnichannel contact center software.
See what you need to enable your contact center to provide great customer service in all channels. There’s no big mystery: you just need omnichannel software.
2020 has changed the way we view on where and when we can work. In a short time, many companies have had to adjust their business strategies to a whole new way of working. Many employees might have never even worked remotely before. How do you cope with this change in contact centers? And how do you ensure QA when agents are working remotely?
The coronavirus crisis has firmly shaken the foundations of our economies. Below, we’ve gathered some questions and answers regarding the coronavirus situation from our perspective. In light of the information we currently have, the corona crisis will not impact our long-term goals. We are, however, constantly monitoring the situation.
The type of campaign you are running, the length of your sales cycle, and the size of your team are key to providing context for your choice of a dialer. When it comes to how you handle and interpret your data, it is important to consider the source and quality of your leads. Learn more on the differences between dialer modes in this blogpost.
Considering many businesses are changing their working policies towards encouraging remote work, here is a short guide on how to use LeadDesk for remote work.
The 22nd CCW brought together over 200 exhibitors from across the world to talk and showcase the ins and outs of various call center solutions.
A virtual call center has many things in common with any other call center, with one significant difference: The call center agents do not need to be located in one central office. Since the agents use a virtual call center solution to connect, they can work from wherever they are.
Natascha decided to start as Account Manager at LeadDesk because she wanted to be part of an international growth company and work with a product in a field with a lot of growth potential. Quite recently Natascha also got to change position and is now focusing mainly on inbound and customer service customers. This change has given her an opportunity to develop further in the field of B2B sales.
Automation is key for any business dealing with repetitive tasks. You might have heard that we launched our own Microsoft Power Automate-connector in the spring of 2019 and have been testing it out since then in various settings.
When choosing a contact center solution, it’s crucial to consider the software’s integration possibilities. The best call center software integrates easily with popular CRM and BI systems and enables customized solutions when necessary.
Enxhi has been working for LeadDesk for soon one year while finishing her master’s studies at the same time. She appreciates both the great professional team at LeadDesk where she feels she can always get help. Furthermore, Enxhi feels she has been able to grow professionally due to that she has had the possibility to deepen and broaden her expertise within the area of web development and learn a lot about problem solving together with the team.
The key to data-driven decision-making? Smart reporting. In this article we give you tips on how to make the most of contact center reporting and present some of our most used reports. Learn how to make the most of your data!
A few years ago, Eero figured out that his dream job would be to work with Linux System administration – maintaining, developing and automating the infrastructure. Now he is working at LeadDesk with exactly this and feels he can really make a difference on the infrastructure side. He truly feels he has been able to grow professionally during his time at LeadDesk and enjoys the open and multicultural working environment.
Teemu was previously working with coding but got interested in a tester position at LeadDesk. Now seven years later he still feels he is learning new things and feels at home in the working community.
Contact Centers are used to abiding by the regulations set by lawmakers and industry groups. However, the conversation will move from simple compliance with privacy regulation towards ethics.
According to our recent survey, agent experience and performance are the biggest business challenges for nearly 50% of the respondents. What can be done to enhance agent experience?
Artificial intelligence, or AI, is the simulation of human intelligence by machines. This includes learning, reasoning and self-correction. AI in the contact center industry is entering a post-hype era, where we are finally seeing real-life examples of what the benefits are. Today, we can already use AI to convert speech to text and analyze the text.
The vast majority of people have smartphones and use several different channels for communication: web, mobile web, SMS, calling, apps, bots, email etc. Consequently, you should be prepared to serve them in the channels they want to be served in.
Self-service is a growing trend driven by both consumer behavior and cost-savings. The relationship between customer service and customer support will strengthen. We will also see the rise of new, highly focused contact centers with expertise to handle demanding cases.
A sales star, who jumped on the opportunity to join a market leading SaaS company and grew to become the #1 Salesperson of 2018.
Businesses of all sizes can benefit from an up-to-date contact center software. Read our five reasons to upgrade your contact center system.
The LeadDesk Machine interface has a big impact on agent efficiency because it is so intuitive and fast.
Are you handling sales or customer service over the phone, with a CRM that isn’t integrated with a dialer?
How GDPR will affect the call center and telemarketing industry
A quick overview of consumer rights under GDPR and how LeadDesk can help you abide by them
The biggest performance improvement you could make is dialer CRM integration with a real multi-mode dialer.
Your call center’s business- and campaign strategies rely on relevant information being collected, measured, reported and reviewed.
Quality assurance is about preventing mistakes, continually improving standards and staying on top of legal requirements. In this post we discuss 8 ways you can improve your QA.
Lauri Pukkinen, co-founder etc. at LeadDesk, walks us through their sales process and how Pipedrives plays a pivotal role in that.
LeadDesk was present at the Munltichannel Conference, providing our partners the possibility to chat with our Dutch team, at the LeadDesk booth
Chatbots can certainly increase efficiency, but at a cost. Having a real customer service agent interact with customers, helps you better understand what the customer is feeling.