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.
Business executives have always been concerned with maximizing the productivity and efficiency of their teams and improving the financial performance of the company. Yet, in light of the highly competitive market and challenging economic environment, executives are now relentlessly looking to cut costs. But executives are smart people. They know they can’t simply cease some […]
With the current economic climate and increasingly competitive market, there’s no denying the corporate shift to achieve previously deemed “stretch” targets. For sales and support teams, this means a heightened pressure to operate efficiently and better track performance; two tasks that have historically presented a significant challenge. To succeed in the face of these skyrocketing […]
Cloud-based phone systems, voice-over internet protocol (VoIP), virtual telephony–or whatever name you know them by—offer cost savings in different shapes and sizes. But just because you’ve switched your sales and support teams to using business VoIP phones, doesn’t mean those cost savings come automatically. Just like the financial perks they make possible, VoIP phones also […]
There’s no shortage of business literature advocating for digital transformation. But digital transformation means different things to businesses in different growth stages. For enterprise-level companies, it’s about capturing micro efficiencies at vast scales. For small-to-medium businesses (SMBs) there’s a stronger focus on digital transformation cost saving. Here, we’ll answer questions like how technology can reduce […]
It goes without saying. When it comes to customer-facing team productivity and performance, only a great quarter filled with met targets eases the pressure long enough for a few team high-fives. Once celebrations are over, the pressure is soon back at full volume with new, often-tougher KPIs. Why “tougher”? When teams consistently meet targets, line-of-business […]
Recruiters and HR professionals know that finding and retaining the right talent isn’t an objective science. It requires going beyond what’s shared on a resume and uncovering a candidate’s true passion, intent, and personality. Seamless and regular communication is key to learning more about a candidate (especially for initial screenings), and phone calls are still […]
The right small business phone system makes life at work better and easier for everyone in the company. And in terms of configurations and features, there’s more choice than ever when it comes to selecting a small business phone system. Despite this, many businesses are still running on traditional phone systems and believe they don’t […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
The phone system for modern business
