The LeadDesk Blog

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.

Impacts of the new remote world

2020 suddenly saw millions of people begin working from home full-time. Immediate impacts of the shift were a transition to cloud services. Even as people slowly return to their offices, permanent changes that impact contact centers will remain.

Cloud Contact Center Software
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How to change with the conversational customer dialogue

Conversational customer dialogue signifies a shift away from managing customer experience as tickets towards authentic, channel agnostic conversations with customers. This strategy calls for the cooperation of all channels and touch points to the benefit of the customer.

Omnichannel Customer Service
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How AI can help your contact center be more efficient

Artificial intelligence, or AI, is the simulation of human intelligence by machines. AI in the contact center industry is entering a post-hype era, where we are finally seeing real-life examples of the benefits, especially in quality assurance. 

AI
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How can your business improve agent experience?

According to our survey, agent experience and performance are the biggest business challenges for nearly 50% of the respondents. How can the agent experience be improved?

Agent Experience
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IVR interface – How to create an engaging voice response with LeadDesk

An IVR or Interactive Voice Response system is used in customer service to learn about the callers and direct the call to the right department or agent. An IVR interface or an IVR software is the tool used in practice to create the IVR. This blogpost shows you how to easily create effective IVRs.

Call Center Tips
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What is the future of customer service and how can you become the best at it?

LeadDesk are proud representatives of the KSindeks together with the arrangers of the event Tekna and Kantar. We believe it is important to promote good customer service in Norway especially in the challenging year that has been. Last year our customer Sparebank1 SR-Bank was the well-deserved winner of the Best Customer Service in the industry category of banking.

Cloud Contact Center Software Customer Experience Omnichannel Customer Service
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The importance of promoting good customer service

LeadDesk are proud representatives of the KSindeks together with the arrangers of the event Tekna and Kantar. We believe it is important to promote good customer service in Norway especially in the challenging year that has been. Last year our customer Sparebank1 SR-Bank was the well-deserved winner of the Best Customer Service in the industry category of banking.

Cloud Contact Center Software Customer Experience Omnichannel Customer Service
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A new chapter

LeadDesk has now officially joined forces with Loxysoft. This historic news means that we can now write the next chapter in sales and customer service software together. By together, we also mean our customers and partners, as you are a vital part of this journey.

Industry News
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SpareBank 1 renews agreement with LeadDesk for four new years!

LeadDesk is proud and pleased to announce that SpareBank 1, on December 1st, has entered into an agreement on further cooperation for four new years. It is especially nice to share this in a week where Loxysoft announced their incorporation into LeadDesk, and the new market position this entails. The news was released on November 30th, during the very last phase of the negotiation process.

Cloud Contact Center Software Industry News
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Why multichannel won’t cut it in an omnichannel world

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.

Cloud Contact Center Software Omnichannel Customer Service
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Why ACD falls short and AC&MD is the future of customer service – Full guide to Automatic Call and Messaging Distribution

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.

Cloud Contact Center Software
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How to start a virtual call center and avoid failure

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.

Call Center Best Practice Cloud Contact Center Software Outbound Sales
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