"It's long been my belief that every business is a contact centre not just those existing formal call centres but every single business. With the re-emergence of the telephone as a sales and marketing tool now is a great time to revisit existing customers and talk to them about how they are in fact an informal call centre, and how they can maximise both inbound and outbound telesales opportunities and automate the process.
In the next three issues I'm putting together an educational series that uncovers the mystery of CTI and what it means in the 21st Century, how to properly use hunt groups and agents, how to integrate a CRM system and automate dialling and answering of calls, how to record and playback calls, in fact how to maximise the sales opportunity to upgrade existing customers and how to create new opportunities in a more sales aware end user."
The first article will be entitled 'CTI in the 21st Century'. It is a back to basics covering what is CTI and why is it so relevant to your customers today.
Meet Oak at the Convergence Summit South in October - http://south.convergencesummit.co.uk/