Dania McDermott, Author at Aircall Blog

Cloud business phone solutions are a great option for building a nonprofit call center. Here is why this affordable and flexible solution is a smart choice for nonprofits and charities.

Nonprofit Call Center: Choosing a Call Center in the Cloud

Nonprofit organizations face absolute business challenges. From fundraising for donations to measuring client success, the nonprofit community is usually more pressed for time—and money—than most for-profit organizations. Despite these constraints, many nonprofits still operate in the technological past. Think local email clients. Bulky CPU units. Desk phones. To help these businesses work smarter, this article […]

17 April 2020

Call Center

Customer effort score describes how easily customers interact with your business, rather than their overall satisfaction with a product or service.

What's Your Customer Effort Score (CES)?

Customer service metrics are like puzzle pieces. A customer satisfaction survey (CSAT) surfaces opinions about individual interactions with your support team. Net promoter score (NPS) reveals customer sentiment—and satisfaction—around your company and product on the whole. Both metrics are valuable, but they don’t form the full picture. They may even get too much credit. According […]

18 March 2020

Support

5 Things Support Reps Wish They Could Tell Their Managers

What makes us shy away from sharing feedback with our bosses? Do we avoid it because we fear it will fall on deaf ears? Or is it because we worry it will make us seem unhappy in our roles? According to HBR, it’s a bit of both. In a study of nearly 200 individuals from […]

19 February 2020

Support

5 Career Building Roles for Customer Service Reps

As a manager, it’s easy to get complacent. You give your team flexibility around where to work. You aim to be as transparent as possible about upcoming business shifts and team pivots. You even got your boss to sign off on paying agents above market rate. What more could they want? As it turns out, […]

31 December 2019

Support

How to Unlock Creativity in Customer Service

Anyone who’s worked in customer service knows high attrition rates are the norm. But the conversations around turnover usually center on one thing: how hard it is to talk to people all day, to inherit negativity and complaints, to turn the other cheek. What’s not discussed is the lack of professional development that accompanies these […]

13 December 2019

Support

How to Hire for the Future, Not Fill Seats

There’s a problem with customer service recruitment. Once someone in leadership gives the green light to hire new agents, support managers respond by filling seats as quickly as they can. They move fast to meet growing customer service needs. They move fast because they believe a role in support is something anyone can handle. But […]

26 November 2019

Support

5 Ways To Align Customer Service And Product

Your credit report has changed. That’s the subject line of an email you receive from a popular credit monitoring service. Expecting praise for aggressively reducing your debt, you’re surprised when you open it. The email reads: “Hey Customer, It looks like there is a change to your TransUnion credit report. You fell behind on payments […]

12 November 2019

Support

5 Ways To Align Customer Service And Sales

Picture it: Your desk, 2020. After considering several software solutions, your team concludes it’s found The One. Before you can commit, you need to know how it connects with your existing tech stack. When demo day arrives, your sales rep leads with enthusiasm: You’ll save time! Double revenue! Become a king among men! The future […]

29 October 2019

Support

customer service and marketing alignment

5 Ways To Align Customer Service And Marketing

You finally did it. After eyeing those Facebook ads for weeks, you decide to book a week-long stay at a fancy resort for several hundred dollars below market rate. There’s just one catch: The rate you saw applies to a different property. You don’t discover this until you hit the landing page where your comparatively […]

15 October 2019

Support

3 Ways To Improve eCommerce Phone Support

In an era where most people prefer shopping online, the phone carries significant weight. Today’s shopper wants their questions answered with the same level of ease they enjoy when making a purchase. But some eCommerce support teams still struggle to deliver. From disconnected systems to lack of agent autonomy, many factors can get in the […]

20 September 2019

Support

How To Launch Your Own Support QA Program

Building a support quality assurance program is a big but worthy mission. From the beginning, it lays the groundwork for a uniform support experience. As it evolves, QA fuels continuous improvement, helping organizations understand the ROI of customer service. But quality assurance is also challenging. You can bake all the right policies into your rubric […]

11 September 2019

Support

4 Challenges Of Support QA (And How To Overcome Them)

New initiatives are hard to adopt, even when they’re good for us. Exercise improves our fitness, saving money prepares us for the unknown, and support quality assurance drives better customer service outcomes. Yet in spite of support QA’s many benefits, many organizations either don’t QA effectively or don’t bother with QA at all. It’s not […]

19 August 2019

Support

7 Ways Quality Assurance Can Benefit Your Support Team

Customer experience is more than a buzzword, it’s an imperative. As consumers increasingly self-educate long before becoming customers, their decision to buy (and keep buying) often comes down to the strength of your support team. Given one negative customer service experience, more than 60 percent of consumers will abandon an intended purchase and flock to […]

8 August 2019

Support

How To Get Ahead Of Holiday Support Spikes

Things change during the holidays. Friends and family members reunite, people eat more than they should, and support teams grapple with hundreds of customer service tickets. The National Retail Federation (NRF) estimates 20 to 30 percent of annual retail revenue occurs during those 10+ weeks of cheer. This can be great news for a business, […]

2 August 2019

Customer Happiness

Dania McDermott

Nonprofit Call Center: Choosing a Call Center in the Cloud

What's Your Customer Effort Score (CES)?

5 Things Support Reps Wish They Could Tell Their Managers

5 Career Building Roles for Customer Service Reps

How to Unlock Creativity in Customer Service

How to Hire for the Future, Not Fill Seats

5 Ways To Align Customer Service And Product

5 Ways To Align Customer Service And Sales

5 Ways To Align Customer Service And Marketing

3 Ways To Improve eCommerce Phone Support

How To Launch Your Own Support QA Program

4 Challenges Of Support QA (And How To Overcome Them)

7 Ways Quality Assurance Can Benefit Your Support Team

How To Get Ahead Of Holiday Support Spikes

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