Confessions of a Call Centre Agent
When it comes to a bad phone experience, everyone has a story to tell. As a customer, you mainly pick up the phone when you have a problem. You don’t want to be told your call is ...View
Phones Frozen Out?
Blog authored by Ian Moyse. This past week in the UK we have seen the usual grinding to a halt of the nation as Snow has hit, with many foreign nations looking at how little it takes to bring the ...View
Your call is important to us, please hold the line
When looking at what is shared online about customer experience, there is a distinct impression that the definition of customer experience is biased towards digital experiences, like how quickly ...View
If it’s not in your CRM it didn’t happen
Life as a sales person is tough, whilst the career option seems like a good one as the financial reward can be high, there is a lot of pressure with strong competition from your peers and high ...View
Customer success improvement with NPS surveys
In 2003 Frederick F. Reichheld’s article in the Harvard Business Review called “The One Number You Need to Grow” lay the groundwork for the metric that was to become Net Promoter Score (NPS), a ...View
How To Enhance Your Value As A Salesforce Admin!
by Ian Moyse, Sales Director Natterbox Salesforce is an extensive platform, one where you can select from many thousands of apps available to extend and customise Force.com, Sales Cloud and/or ...View
Who Ya Gonna Call – ‘No Longer Your IT Team’
by Ian Moyse, Sales Director Natterbox Telephony has forever and a day been a dark art, thrust into the hands of the IT Department who typically do not have the technical background or skills in ...View
What do you mean when you say your Salesforce CTI is fully embedded?
There was a time when your telephone system was controlled by technology experts. These telephony engineers could be in-house or consultants. What they often had in common, was the fact that they ...View
Global Contact Centre in Salesforce
No New Business is worth starting in these times, unless it can go Global Sir Richard Branson Small businesses relying solely on the domestic economy are not setting themselves up for success. ...View