/ Page 2 - Articles by Cathy Reisenwitz
Cathy Reisenwitz
Cathy Reisenwitz is a former Capterra analyst.
How to Increase Sales Performance by Quickly Building Trust
Published July 3, 2018
Every year, Gartner asks people who make tech purchases for their organizations what they want from the sales process. And every year, survey respondents say they want trustworthy information from their personal interactions with sales teams (full report available to Gartner clients).
The Essential Tech for Outbound Call Center Management
Published June 28, 2018
So, you're thinking about setting up an outbound call center. Congrats! Between inshoring, offshoring, insourcing, outsourcing, and centers opening, closing, and moving, it's a crazy and overwhelming time to work in the call center world.
5 Inbound Call Center Software KPIs You Should Be Tracking
Published June 22, 2018
Getting quantitative feedback on your inbound call center management strategies isn't difficult. It's easy to track things such as call volume and average call length, especially with the right call center software.
The CRM Definition: It's Different for Small Businesses
Published June 22, 2018
Customer relationship management (CRM) software was once seen as a luxury reserved for enterprise companies with massive budgets. It made sense that CRMs began at the enterprise level, since automation is a more urgent need for enterprise companies (according to ResellerClub writer Sanchita Harlalka).
3 Call Center Trends You Can't Afford to Sleep On
Published June 15, 2018
"Trend" can have a positive or negative connotation. Some trends are fads, like blazers with massive shoulder pads or cell phone belt clips. On the other hand, trends can be lasting landscape changes. Some trends—that supercomputer in your pocket, for example—are thankfully here to stay, at least until a newer, better version comes along.
3 B2B Lead Generation Books You Can Listen to on Audible
Published June 5, 2018
If your business is struggling to find leads, you're not alone. Gartner and CEB surveyed small and midsize business (SMB) leaders, 61% of whom cited client/customer acquisition as their top priority, above customer retention, improving efficiency, cutting costs, and work/life balance (2017 GSL Strategic Market Research Survey).
3 Great Call Center Apps to Help You Manage Operations on the Go
Published June 4, 2018
Running a call center is no easy task. Between keeping operational costs low, hiring and retaining star reps, and hitting your KPI goals, you need all the help you can get.
3 Feature-Rich, Affordable VICIdial Alternatives for Call Center Success
Published May 18, 2018
These days, call centers heavily rely on call center software, which reduces cumbersome, manual tasks associated with placing and receiving customer service and sales calls.
SugarCRM Alternatives: The 3 Most Affordable Compared
Published May 17, 2018
Customer relationship management software lets you spend less time completing manual tasks and keeps track of who you talk to and when you need to follow up.
What's the Difference Between a Contact Center and a Call Center?
Published April 27, 2018
You've heard the jargon, but do you really know the difference between a contact center and a call center? In the 1960s, the invention of automatic call distribution (ACD) systems made hiring and training customer service reps to handle incoming phone calls at volume cost-effective for the first time. This innovation—made possible through machines that route inbound calls to multiple agents based on their availability or expertise—was called a “call center."
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