Cloud phone systems utilize VoIP (voice over internet protocol) technology to transmit calls over the internet. That sounds simple enough, and it all happens within seconds. These split second interactions are what actually determine your phone call quality. While it’s all pretty quick and straightforward on the front end, things are far from simple on […]
CRMs have become a staple of small businesses. A computer telephony integration (CTI) offers your company more functions and capabilities than a simple, on-site customer relationship management system (CRM). Any organization that experiences a high volume of incoming phone calls or whose sales and support teams make lots of outbound calls will improve efficiency dramatically […]
When a customer calls in, gets routed directly to a skilled representative, and receives help immediately—it’s a great day. Call routing eliminates your customers’ pain points of waiting on hold for long periods and being transferred multiple times. Customers can take care of their business quickly and get on with the rest of their day. […]
With so much evolution in the marketplace, small businesses need the ability to be flexible and agile. That’s challenging to do when you have limitations because of a legacy landline phone system. Given today’s business climate, it’s fair to ask whether a modern phone system that works with business phone apps is a better choice. […]
This article was originally published November 4, 2016 and has since been updated Happy customers are loyal, and they’re glad to tell others when they’ve had a good customer experience with one of their favorite brands. With lots of competition in the marketplace, small businesses have to pull out all the stops to cater to […]
The right data at the right time makes a world of difference for your sales and support agents — that is, when they can find it easily. But when a customer’s email address is recorded in one program and their phone number in another, it’s not an efficient way to serve customers. Data is the […]
Nothing frustrates customers more than being passed around from one sales or support agent to the next having to repeat their concern over and over again. With the benefit of skill-based routing, you can leave that issue in the past. There are a variety of ways to set up a phone system to route customer […]
Customer experience plays a major role in the success of your business. To deliver a good customer experience, your sales and support agents must continually build relationships with every customer interaction they have. It feels good to have an interesting, enjoyable conversation with another person. In business, it’s a great way to get better acquainted […]
SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. The acceleration of digital transformation means it’s possible for different business tools to work together seamlessly better than ever before, giving you a fully-contained digital […]
Customers normally have higher expectations when contacting a brand today than they did a decade ago. How can you keep raising the standard of your customer experience in line with these heightened expectations? By knowing who your customers are, what they want, and how to give it to them. Customers will always pay attention to […]
SMS business text messaging was a little slower to catch on than texting for personal use. Fortunately for businesses, technology has advanced to a degree that SMS text messaging for business is now a valuable tool. In fact, various departments within your business have opportunities to leverage text messaging to streamline their operations and make […]
Teamwork is the best way to increase your call center team’s productivity levels. But if you’re not sure how to go about fostering better teamwork in your contact center, then these productivity tips will help take your agents’ performance to the next level. One of the first questions you should ask yourself is: Is the […]
If you have to wait in line as a customer, you want to know that someone will be along to help you shortly, and a call queue allows you to set expectations for your callers like this easily. Everyone’s experienced waiting in line in a call queue when they contact a sales or customer support […]
In the many dealings you have with companies every day, you’ve surely heard the phrase, “This call may be recorded for quality and training purposes…” That’s because call recording is a valuable tool for call centers. To be successful in business, you should always strive to enhance the customer journey. Call recordings play a beneficial […]
How would you describe your current sales prospecting plan? Is it an old-school numbers game, or are you working with a strategic sales prospecting plan? In the not-too-distant past, the general perception of the sales field was the more cold calls salespeople could make, the easier it would be to rise to the top of […]
With many new software solutions coming into the marketplace every day, it’s an exciting time to explore business tools and the different ways in which you can integrate them into your virtual phone system. The marketplace is fast-paced and digitally driven, meaning businesses need to stay abreast of the latest developments to remain competitive in […]
Our world is driven by data. By 2025, global data is projected to grow to 175 zettabytes. What happens to all this data? For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Data can also be used to analyze or guide decision-making and future activities. […]
Hitting sales targets and goals, increasing revenue, enhancing the brand — it’s all part of sales planning. When you use best practices in sales planning, everyone involved benefits — marketing teams, sales managers, sales teams, and your customers. Most importantly, good sales planning positively impacts your bottom line. Best practices for sales planning begins with […]
The phone system for modern business
