PhoneIQ | Blog: Customer Support Category

30 min

Preparing Your Salesforce Org for 2026 CTI Upgrades

Salesforce continues to evolve its Computer Telephony Integration (CTI) capabilities, and 2026 brings significant changes that will impact how your contact center operates. If you're still running legacy CTI solutions or older integration methods, now is the time to plan your upgrade path. The good news? With proper preparation, upgrading your Salesforce CTI can be smooth and deliver substantial improvements in functionality, performance, and user experience. The bad news? Waiting until the last minute creates unnecessary risk and stress.

Dec 27, 2025

Kory Westerburg

2 min

10 Key Building Blocks For Your Inbound Calling Strategy

Every business needs to find a way of keeping its customers happy - and sales leads flowing. If you want to stay competitive in this highly connected, hyper-personalized world, a single helpline number isn’t enough to meet your customers’ needs.

Nov 9, 2022

Estelle Nagel

Customer Support

5 min

How virtual phone numbers can drastically improve your call center performance

International call centers can use virtual numbers to establish a local presence and boost productivity.

Dec 24, 2021

Estelle Nagel

Customer Support

7 min

How to Create Effective Sales Call Scripts in Salesforce

As automation grows, several businesses are trying to shift to labor-free processes. However, sales services and call centers can't be automated easily because customers want to talk to another person, not a robot.

Dec 8, 2021

Estelle Nagel

Customer Support

10 min

Salesforce Call Recording And Call Monitoring – Best Practices

Call center managers need to develop recording and analyzing strategies to seamlessly juggle their administrative and managerial tasks while also fitfully serving customers to continue bringing in business

Nov 12, 2021

Ian Haynes

Customer Support

5 min

4 reasons why you should use Salesforce call routing to improve Inbound Call Center Performance

Salesforce Call Routing or Smart Routing is a feature that can detect the caller's incoming number and automatically route them to the most suitable -and available- agent to take that call. This means that if a customer is calling, the IVR can route the caller to the customer's account executive with no caller input or, alternatively, to a sales queue or voicemail if the AE is unavailable.

Sep 3, 2021