This article is a part of our series about building the ultimate hybrid workplace. Learn about the benefits of this type of workplace and how to leverage collaboration while working with both in-person and remote employees. A hybrid workplace is when a company has a combination of in-person and remote employees. With a hybrid workplace, […]
A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Experts claim that while this will depend on the pandemic and vaccine distribution, companies will likely start making flexible work schedules permanent. Companies planning to embrace […]
This article is a part of our series about building the ultimate hybrid workplace. Learn what a hybrid workplace is and how to hire hybrid employees. Businesses that have successfully integrated hybrid workspaces in their business models experience three times the return of investment. What makes a hybrid workplace successful? Collaboration. According to McKinsey: “Healthy […]
In early May 2021, Google made headlines worldwide. It announced that it would be adopting a hybrid workforce model in response to employee demands. CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus […]
This article is a part of our series about building the ultimate hybrid workplace. Learn about how to leverage collaboration while working with both in-person and remote employees and how to hire hybrid employees. Before the pandemic, remote work was starting to gain traction. But as the COVID-19 virus became a worldwide threat, it transformed […]
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 […]
This article was originally published on August 25, 2016, and has since been updated. You’ve been on your phone for what feels like hours, but it’s actually just been five minutes. Finally, a robotic voice greets you. After choosing from a list of options, you manage to troubleshoot your concerns with the help of that […]
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 best product or service in the world will never get off the ground without a high-performance sales team to close its deals. Developing a team like that requires you to attract and retain top-level sales talent. That means building the best sales compensation model you can to incentivize your sales professionals. But your sales […]
The phone system for modern business
