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7 Steps to Successful Computer Telephony Integration (CTI)

By | Communications, Customer Experience, Management, Technology

This 7-step guide provides an overview of what you should consider when integrating telephony (CTI) into your CRM if you don’t want it to turn into a nightmare.


1. Understand what CTI means and how it relates to your requirements

There are lots of acronyms out there in tech land, and CTI is another to decipher. Read our blog here to learn more about CTI, but in essence it is the software that allows computers to interact with a phone system. However, the first step you should take is pinpoint exactly what it is that you want to do. At this stage your focus needs to be broadly on what outcomes you want, and then move to what technology might exist to help you.

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Time Management – Myth or Essential Life Skill?

By | Management, Productivity

Do you often find yourself wishing for more hours in the day or are you rushing around hopping from one task to another?


Time Management is all about how you divide and prioritise your time efficiently. By learning to manage your time around your tasks, you will find that you will work more effectively, gain a better professional reputation, increase your opportunities to advance and feel far less stressed.

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What Makes a Good Case Study?

By | Management, Sales

Case Study










Today’s customers rely on research before they are ready to buy. According to Lori Wizdo’s blog for Forrester “today’s buyers might be anywhere from two-thirds to 90% of the way through their journey before they reach out to the vendor.”  This puts more pressure on businesses to have good collateral, content and case studies easily available to prospects. This material will speak for your company and product before your salespeople have a chance to. Case studies or customer success stories are a great way to make a good impression and give prospects the practical information they need when considering your solution.

But what makes a good case study?

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Do More Than Just Cold Call: Tips From a Former Business Development Rep

By | Management, Sales


In my few years working in sales and business development, I’ve seen the role of the sales development representative change drastically. Whether your title is Sales Development Rep (SDR), Business Development Rep (BDR), Revenue Development Rep (RDR), Inside Sales or any other of the many names for this position, you’re no longer simply expected to cold call day in and day out – don’t relax though, that doesn’t mean it’ll be easier.

But how has this role changed and what does it mean for sales?

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Are Bad Managers to Blame for Low Employee Engagement?

By | Management, Productivity

]EngagementAccording to Gallup’s recent State of the Global Workplace study, only 13% of employees are engaged at work. While this number is higher in the US and Canada (29%), those numbers are still surprisingly low. When you think the time we spend working, it’s shocking to realize that so many people are simply slogging through those hours.

As I researched this subject, more and more, the biggest detriment to poor engagement became clear – poor management.

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What to Look for in a Telephony CRM Integration Vendor

By | Communications, Management, Productivity

452260603Sales and customer service teams spend most of their time on the phone and in their CRM. But too many times these systems are not connected, leading to wasted time and frustration. And while you may know that closing the gap between those two systems will improve the quality and quantity of work from your employees, it’s hard to know where to begin when looking for a telephony CRM integration vendor.

First, it’s important to consider what features are most important to you.

  • Are you looking for click-to-dial, allowing you to make calls directly from your CRM?
  • Would call recording help you with training and compliance?
  • Do you need call analytics to gain more insight into the activities of your team?

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Bad Data: Don’t Let It Stand in the Way of a Good Deal!

By | Management, Productivity, Sales

Data dashboardsAccording to an IBM infographic I recently viewed, 23% of an organization’s data is bad data (incomplete, out of date or inaccurate).

When I first read this statistic, I was shocked. But that shock quickly turned to sadness when I realized that I’m sure it’s true, and I wasn’t quite sure what to do about it.

As a marketing manager, I spend much of my day strategizing how to bring in new leads, make customers happy and engage with prospects. And I know my sales team is spending their day a little further down the funnel trying to do the exact same thing. But our best efforts (or 23% of them) are being thwarted by inaccurate, unorganized or mishandled data.

So how does bad data affect our workflow? More importantly, how are we trying to fix it?

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