Much like “Internet of Things”, “5G”, and “we need to talk”, there are certain phrases which manage to be, to the uninitiated, vague and yet quite ominous. In this vein, one could argue that no question is more foggy than “ what is the cloud? ”. Let’s get you up to speed. What is the […]
Do you know how many positive customer support experiences it takes to make up for a single negative one? Take a guess. Did you guess that it takes 12 positive experiences to make up for one unresolved negative experience? It’s true according to “Understanding Customers” by Ruby Newell-Legner. Additionally news of bad customer services reaches […]
Now more than ever, patients in the medical field have options. With Google at their fingertips, these tech-savvy individuals are participants as much as customers. This is why many medical institutions have deployed a medical call center to ensure a positive experience, even when patients are dealing with serious and stressful medical conditions. However, setting […]
Dreamforce has become a major event taking place in San Francisco, year after year raising the bar for conferences. This year’s edition will happen on 4-7 October, and Aircall is happy to announce we’ll be part of it! This year, not only we’ll be there meeting our customers and networking with awesome people from the […]
,According to research by Avaya Research global business process and call center outsourcing has been growing at over 10% a year since 2005. That means that the outsourcing industry has seen double-digit growth for more than a decade! This is an almost unprecendented level of growth in a business that was mostly flat until the […]
This is a guest post from Carolyn Blunt, Managing Director at Real Results, a contact center training consultancy company. Real Results Training Consultancy operates in the world of Service Desks, Contact Centres and Customer Services, designing both front line and leadership programmes and huge culture change programmes. You can also find Carolyn’s writings at Call […]
What is Interactive Voice Response? Interactive Voice Response (IVR) is an automated telephony system technology that interacts with the callers, gathers the required information and routes the calls to the particular appropriate recipient. With modern, sophisticated IVR systems, you can gather the input and responses through spoken words with the voice recognition. Conversations are either […]
What is Pipedrive? “Built for salespeople by salespeople.” Pipedrive was created to add an extra level of intuition and usage to the typical customer relationship management (CRM) system. Unlike most CRM systems, Pipedrive was developed by the salespeople who use it most. They created a system which will mesh with your sales method and sales […]
Is your calendar overflowing with tasks, and you don’t feel like you have the support you need? Do you find yourself running late for appointments and showing up last to your own meetings? Then it’s time to hire a virtual assistant. Virtual assistants can not only help you with the work piling up in your […]
VoIP is an acronym which stands for voice over internet protocol. It can be defined as the phone calls made over a data network. When it comes to their business phone system, most people prefer VoIP due to the reduced costs from the VoIP service providers as compared to the conventional, traditional phone companies. This […]
They say you can’t manage what you don’t measure. Knowing what and how to measure is particularly true in a call center, where key performance indicators such as first call resolution, customer satisfaction, cost per call, etc are a prerequisite for effective decision-making. Yet few call centers use KPI’s to their full potential. In short, […]
Social media marketing and especially Facebook marketing is AdEspresso’s core business. The company is growing it’s customer base exponentially and reached the peak of 4,000+ total users. Facebook advertising can be tricky for anyone from small business owners to startup founders or even experienced marketers in agencies. Everyone who has already tried to set up […]
The customer experience lifecycle is perpetually interrupted – with poor sales funnels and unprepared teams unable to capture interest, dollars, or sustainable relationships. The experiences instead prove short, and they end in lost conversions. According to a recent study from Fox Business, significantly impacts profit streams: 25% to 40% of total revenue for stable businesses […]
A sales process is defined as a series of repeatable steps that enhances the productivity of a sales force and greatly improves the chance of sales leads becoming a sales opportunities than a customer. Implementing a sales process is one of the first steps in optimizing your sales force and effectively growing your customer base. […]
Customer success is often understood as ‘customer retention’, ‘managing churn’, and ‘making your users happy’. Not only is it reductive, in fact it can be quite the opposite. Customer success means doing everything possible to delight your customers – helping them succeed. It is also different from customer happiness in the sense that the focus […]
Do you think you possess all required knowledge to deliver exemplary customer service? You’d be surprised. These customer service facts might not be what you’d expect. Most business start and end with customer service, their success depends on how effective their teams are. Good customer service is not good enough, it needs to be great. That’s […]
The phone system for modern business
