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.
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 […]
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), […]
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 […]
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 […]
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 […]
The phone system for modern business
