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Whisper Coaching: How Will AI Make Your Whispering More Effective?

To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person.

No BS bots

As technologies such as artificial intelligence and bots threaten to upend the contact center, the world must find a balance between using cutting-edge technology and fostering human connections. Dennis Fois, President of NewVoiceMedia and an expert in both modern technology and human conversation is just the man for the job.

An Even Better Connection: What Salesforce’s Customer 360 Means to the Value of Voice Data

Hang around the CRM space long enough and you’re bound to hear the term “360-dgeree view of the customer.” It’s a shorthand way to talk about knowing a lot about the customer – although 360 degrees is a nearly unachievable ideal.

NVM at DF18: A game plan for Dreamforce Trailblazers

Here are some dos and don’ts that will help you develop a game plan to maximize your Dreamforce experience.

What is a cloud contact center with Salesforce CTI?

Modern call centers need much more than phones. Today, customers interact with companies in complicated and dynamic ways. Email, chat and a variety of social media channels act as multiple points of contact for businesses. So, just having a phone won’t cut it. The future of business is a one-stop cloud contact center shop. And

Death of a door-to-door salesman

Door-to-door salesmen are a dying breed, and for good reason. It's reckless to knock on random peoples’ doors uninvited. Door-to-door sales reps play the number game. The more doors they knock on, the more likely they are to land a sale. But they don't understand their customers. They don't tap into their wants or needs. Today,

Session Recap: Wake up, sit up and turn heads with CTI

Computer telephony integr ation (CTI) is the future of sales and service. The idea of a phone system that can communicate with your CRM is a powerful one. And our customers have used that concept to shape their business. This Dreamforce we had the pleasure of hosting a panel of some of our top customers:

Day 1 Dreamforce: What we learned

What a great day at Dreamforce. Is everyone as exhausted as me? There were amazing sessions abound and networking ops galore. Did you manage to do everything you wanted? Probably not. But that’s ok there is more on the way! Things some of us learned the hard way today: Wear comfortable shoes If you feel

Navigating the Dreamforce playground

It can be difficult to find your way around the massive Dreamforce conference. But our friends at Bluewolf have made it easy. Check out their map of must see companies according to their specialty. Day 1 – you’ll probably want to get your bearings. There is a lot of floor space and tons of activities

Millions of jobs, billions of dollars, compound in the Salesforce economy

1.9 Million Jobs and $389 Billion in GDP Worldwide – these are the figures from the most recent IDC report on the Salesforce economy. If you visit San Francisco, the shear dominance of Salesforce is evident. Sure, daily TV shows and magazines paint the tech-savvy city as a haven for Google, Apple, Facebook and other

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