From team management and training to customer experience and sales advice, these articles provide business best practices for scaling your company to the next level.
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 […]
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 […]
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 […]
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 […]
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 […]
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. […]
Small business phone systems were once fairly limited in the functions and capabilities that you could get. Small business owners expect little more from their phone systems than to allow for multiple inbound and outbound calls simultaneously. In today’s marketplace, those are pretty minimal expectations. If this is your current functionality, it’s fair to question […]
Perhaps you think you’re missing out on a wide variety of business phone features, but finding a new system sounds like too much work. Call porting could be the answer to updating your phone system without the hassle. Switching your phone service scares a lot of people. Understanding more about porting phone numbers takes the […]
In the early days of call centers, call center agent performance wasn’t a primary concern for most companies. Call agents provided minimal services like answering basic questions. Call centers grew out of necessity. To a large degree, they were viewed more as a cost center than a growth center. As the internet has become a […]
A few decades ago, software integrations were unheard of. It wasn’t that long ago that businesses were happy just to have computer programs that worked somewhat reliably. Computer programming has come a long way since then. Software programs are now more user-friendly and easier to install than in the past. They can be a great […]
The phone system for modern business
