Business Best Practices & Advice

Small businesses that invest in digital transformation will be more responsive and agile

Why Small Businesses Need to Accelerate Their Digital Transformation

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 […]

12 May 2021

Best Practices

The right productivity tips will help your business teams improve their overall performance.

Productivity Tips to Improve Team Performance

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 […]

5 April 2021

Best Practices

Call Center Training: Best Practices for Training Support Agents

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure […]

29 January 2021

Call Center

Customer Service & Customer Experience Best Practices

Customer service and customer experience are both essential components of a successful customer journey. While the terms are similar and they are closely related, they aren’t interchangeable. Up until fairly recently, the term customer service was more familiar to most people. When you think of a direct communication or interaction between one of your brand […]

2 December 2020

Customer Experience

10 Most Common Customer Support Mistakes

Customer support mistakes can happen even when call center agents have the best of intentions. A host of things can contribute to customer support mistakes. Poor customer feedback signals the need for call center agent onboarding, targeted training for current employees, and ongoing monitoring. Having the wrong digital tools might also be contributing to customer […]

30 November 2020

Support

Using cloud-phone software makes recruiting easier and faster for HR teams.

The Benefits of Cloud-Based Phone Software for Recruiting Teams

Recruiters and HR professionals know, finding and retaining the right talent isn’t an objective science. It requires going beyond what’s merely on one’s resume and uncovering passion, intent, and personality. Central to learning these “intangibles” is seamless and regular communication. And when it comes to truly learning about a candidate (especially for an initial screening), […]

25 November 2020

Call Center

Sales marketing alignment is an important best practice for increasing revenue efficiently and effectively.

10 Best Practices to Improve Sales & Marketing Alignment

Sales and marketing alignment was generally uncommon in the early days of business. Generally, the two departments worked independently of each other — communication on individual opportunities was rare. In the spirit of competitiveness, businesses now have to take a deeper dive into internal problems that could be stifling sales. One of the issues that’s […]

13 November 2020

Best Practices

Use these tips to train ecommerce call center agents

Best Practices for Training eCommerce Call Centers

Would it be worth your while to establish and develop a top-quality eCommerce call center if it meant an increase in sales and revenue? The 2017 Global Customer Experience Benchmarking Report showed organizations felt that it was important to use digital tools to improve the customer experience. Of the 1,351 organizations from 80 countries that […]

4 November 2020

eCommerce

A good customer experience lay the foundations for customer service and a more successful customer journey.

How Good Customer Experience Helps Guarantee Good Customer Service

If you listen to the conversations around you, you’ll likely hear someone complaining about a bad experience interacting with a company. It’s not nearly as common to overhear rave-reviews about good customer service. Your company can be the one that people are raving about when you take a few minutes to understand the differences between […]

30 October 2020

Customer Experience

Set your customer support team up for success with the right framework and these best practices.

Customer Support Framework Best Practices

It’s exciting to have a product or service that everyone’s raving about. But staying ahead of your competitors requires a customer support framework that enables delightful customer experiences, every time. Your customers have lots of questions before and after they buy from you. Something you should be aware of is that they’re starting to form […]

28 October 2020

Support

Understand which voip security risks you should pay close attention to.

Best Practices for VoIP Security Risks

VoIP is the consensus future of computer telephony integration (CTI). And with cybersecurity being a top concern, it’s a good idea to learn a little about VoIP security risks. A VoIP system opens up a wealth of possibilities for advanced phone system features and VoIP integrations. VoIP phone systems are gaining in popularity because they’re […]

26 October 2020

Tech

An app marketplace exposes your customers to a wide variety of complementary software products.

What is an App Marketplace?

There are over 2.7 million apps in the leading app stores as of September 2020. Even if you have the best intentions, it’s unrealistic to think you could sort through millions of apps to find the ones that work best for your call center. At the same time, you don’t want to miss out on […]

21 October 2020

Tech

Customer support teams are preparing for the holiday rush with these best practices.

How Businesses Are Preparing for the Holiday Rush

No sooner than the Thanksgiving leftovers have been put away, some family members will settle down for an afternoon of football while others rush out to shopping malls and retail stores to get a jump on pre-Black Friday sales. In recent years, retailers have found creative ways to enhance the holiday shopping experience for their […]

20 October 2020

eCommerce

Use these best practices to retain customers and make them feel important.

How Do You Make Customers Feel Important?

Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. Businesses typically rise to the top when they offer the types of products and services that people want. But warning: This doesn’t mean […]

19 October 2020

Support

10 Customer Support Best Practices to Drive Success

Customer support best practices are the engine that powers your promise of ensuring a great customer experience. What do best practices really mean? Best practices refer to a set of guidelines and viewpoints that are generally accepted as the most successful way to operate (in an ethical and responsible manner) for a particular industry. Best […]

16 October 2020

Support

Call metrics help call center team managers make smarter decisions.

10 Call Metrics That Matter Most

Call metrics give you a more objective way to assess your call center team’s performance. For companies using remote or distributed teams, physically sitting-in on calls isn’t an option. While good training programs will help enhance the customer experience, managers need the right tools to help guide their onboarding and teaching efforts. A dashboard that […]

14 October 2020

Call Center

The Importance of VoIP Call Quality

Most modern call centers are now using VoIP infrastructure, which means VoIP call quality plays a major role in creating a great customer experience. There’s nothing more frustrating for customers than not receiving help or clarification due to poor call quality or technical problems. To ensure a great customer experience, it’s vital to monitor the […]

9 October 2020

Tech

Improve VoIP call quality with these measures and best practices.

VoIP Call Quality: 10 Best Practices for Improving Performance

VoIP call quality is a primary factor in delivering a great customer experience. It can be easy for everyone to go about their day and not pay too much attention to the quality of calls. Over time, call quality can begin to slip, leaving you at a loss as to how to fix the problem. […]

29 September 2020

Tech

Business Best Practices & Advice

Why Small Businesses Need to Accelerate Their Digital Transformation

Productivity Tips to Improve Team Performance

Call Center Training: Best Practices for Training Support Agents

Customer Service & Customer Experience Best Practices

10 Most Common Customer Support Mistakes

The Benefits of Cloud-Based Phone Software for Recruiting Teams

10 Best Practices to Improve Sales & Marketing Alignment

Best Practices for Training eCommerce Call Centers

How Good Customer Experience Helps Guarantee Good Customer Service

Customer Support Framework Best Practices

Best Practices for VoIP Security Risks

What is an App Marketplace?

How Businesses Are Preparing for the Holiday Rush

How Do You Make Customers Feel Important?

10 Customer Support Best Practices to Drive Success

10 Call Metrics That Matter Most

The Importance of VoIP Call Quality

VoIP Call Quality: 10 Best Practices for Improving Performance

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