When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. One of the best things you can […]
A customer-first culture makes for a successful business. You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in […]
In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank, hoping to land an investor for his company. He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. Five years later, Amazon acquired it for $1.1 billion. Ring is not just known for its incredible […]
It’s one thing to have a lot of employees and revenue, but it’s another to have operations management that enables optimum efficiency. Your business is a finely tuned machine, just like a sports car. The indicators of an efficient operation include digital transformation, automation, and communication, among many other factors. If your business is lacking […]
If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. This will provide you good benchmarks for optimizations in order to increase sales. Suppose there are gaps between what customers expect from an interaction […]
Today’s customers don’t buy products in a vacuum. When they decide to do business with a company, they also consider the relationship they have with that company. They also think about how that company reflects their own values. To address this sentiment, you need to increase customer engagement and build meaningful relationships with consumers. In […]
Your customers’ most direct point of interaction with your business is customer service. And that means the results of these customer service interactions can make or break their impression of your business. Providing good customer service then becomes imperative if you want your customers to see you in a positive light at every opportunity. After […]
How well your teams perform reflects the quality of leadership within your call center and the way your leaders measure team performance. Effective call center leaders strive to make every team member a top performer. For that to happen, leaders need to define what a top performer is and establish how they measure team performance. […]
Voice communication is a powerful tool for persuading and influencing small business customers. Today, customers generally prefer to do business over the phone or via digital means rather than take time out of their day to visit your business office. While in-person communication is ideal for certain transactions and interactions, the phone is still the […]
Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. But rarely do they discuss the concrete steps to achieving it. Choosing the most effective customer service channels is a good way to start. One challenge? Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than […]
The e-commerce customer service experience has changed immensely over the past year and a half. Think about it—it feels like a lifetime ago when shopping was a part of your regular routine. You’d make a shopping list, plan your route, and maybe even grab a coffee on the way. Then you’d head out to the […]
How do you let your customers know about your new products and services? How do they reach you when they need help? Everyone knows that effective communication is the foundation of good customer service. However, what isn’t widely known are the steps to effective communication, and one key element to this is the communication channels […]
Whether it’s because they need something, they can’t pass up a great deal, or they’re craving a bit of retail therapy, people shop for many reasons. Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. During the COVID-19 pandemic, consumers have been even more […]
A digital transformation strategy is critical for small businesses for many reasons. It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. By following best practices for your digital transformation framework, you also get the benefit […]
Do you know what your customers are looking for in a good customer experience? They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? If not, a human-centered design (HCD) might be in order, and we can attribute […]
In the early days of digitalization, companies that were pacesetters quickly learned that accelerating digital transformation gave them a competitive advantage. Digital tools are easy to integrate and they’re user-friendly. What’s more, they’re affordable and cost-effective. Despite the advantages of implementing digital tools, many small businesses are lagging behind in hopping on board with digital […]
The phone system for modern business
