Blog I PhoneIQ

27 min

Using CTI to Boost Call Center Agent Performance

In today's competitive business landscape, call center performance can make or break customer relationships. As someone who manages CRM systems and works closely with customer service teams, I've seen firsthand how the right technology integration can transform agent productivity and customer satisfaction. Computer Telephony Integration (CTI) has emerged as one of the most powerful tools for enhancing call center operations, and understanding how to leverage it effectively is crucial for any organization serious about customer experience.

Dec 18, 2025

Kory Westerburg

5 min

5 considerations to create an opportunity in Salesforce Lightning

This article discusses best practices for setting up and entering opportunities to ensure that your organization best utilizes the benefits of the inherent Salesforce features.

Sep 17, 2021

Matt Graessle

Product Updates

2 min

Product Update: Call Lists, All New Contact Sync, Voicemail Transcription & more!

Our team has been working around the clock to deliver on some key features that will hopefully boost productivity and make the PhoneIQ experience better overall.

Sep 9, 2021

Alvaro Vargas

5 min

8 Features To Improve Your Call Center KPIs

Your people have to deal with time cards, training, handling customers, meetings, and more on a daily basis. So which of these activities have a tangible impact on your bottom line?

Sep 6, 2021

Ian Haynes

Salesforce

5 min

5 Steps to Creating a Person Account in Salesforce

The purpose of this article is to walk through a process for deciding if your organization should use Person Accounts and discuss how to make sure the move goes smoothly.

Sep 6, 2021

Matt Graessle

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

Elena Arretche

Sales Engagement

5 min

Top Reasons to use Sentiment Instead of Reply Rate to Choose Your Best Cold Email Templates

Are you still using Reply Rates to measure the success of your email campaigns? Sentiment Analysis is a much more effective way to create winning emails.

Sep 2, 2021

Estelle Nagel

Sales Engagement

7 min

7 KPIs every Salesforce call center manager should track in Sales Cloud

If you’re a sales professional you already know that monitoring KPIs and using them to direct your strategy is fundamental to the success of any sales team.1. Inbound Response Time 2. Total activities per rep 3. Total number of leads generated per month

Sep 1, 2021

Daniel Martin

Salesforce

5 min

What is Salesforce+? Understanding the latest streaming platform for business

Salesforce+ is a digital media network that pivots on video. It's a new streaming service for live experience and original on-demand content series for every role, industry, and line of business that people can view from anywhere in the world.

Aug 27, 2021

Divya Chauhan

Salesforce

5 min

How to create a Product Bundle in Salesforce CPQ

We all are familiar with product bundling -a method in which a few products are grouped and sold as one unit- and understand that it’s used to enable sales.

Aug 26, 2021

Rahul Chauhan

Salesforce

5 min

Ultimate Overview Of The Upcoming Dreamforce 2021

For Salesforce professionals, Dreamforce isn’t just another conference. It's the super eminent event of the year they are looking forward to.

Aug 24, 2021

Rahul Chauhan

Salesforce

5 min

How to schedule reports in Salesforce Lightning

Reports are one of the vital ingredients for business success. They are the decision-making tool that helps investigate and evaluate the prime source of problems and increase opportunities.

Aug 24, 2021

Rahul Chauhan

Salesforce

10 min

5 Tips to get your Salesforce Sales Cloud Consultant Credential

For those who have taken exams like Salesforce Certified Administrator and Platform App Builder, the Sales Cloud Consultant exam will feel a little different.

Aug 18, 2021

Matt Graessle