Today’s business environment is a far cry from what it was some 50 years ago. The business of today is placed under closer watch and scrutiny by customers thanks to the recent dawn of the Age of Information. That’s why you might want to teach your team the tenets of call center improvisation. For example, […]
Product Update: Aircall launches its 7/7 VIP hotline for Enterprise customers We have an awesome update to share with our Enterprise clients that will make your support and sales process more effective. We are happy to announce the launch of our 7/7 VIP hotline effective right now. The service is exclusively provided to Aircall’s Enterprise […]
Productivity in the call center is the number one goal of every manager. The usual way of envisioning productivity is best results in the minimum amount of time. In this respect call center scripts help agents a lot. However, lately scripts have acquired a bad rep. Some agents are not at ease working with them, […]
Call center hiring is tougher than it looks. Ideally, new hires will have a skill set including: Intuitive communication and social skills A team-first mentality A strong sense of working autonomy The ability to task-switch in a fast-paced environment Rapid and on-the-go learning skills But this is just the beginning. Successful call center hiring requires […]
High call center agent turnover is a common problem facing many call centres. Attrition rate in the industry can often cause problems and may be as high as 20 or 30% annually. The reason? Employees find it difficult to work with their manager or team leader. It might be surprising to learn that call centre […]
Popular among developers, Segment is a SaaS company that allows businesses to use a single API for event tracking and send data to hundreds of different tools and databases, including Google Analytics, MailChimp, KISSmetrics, Omniture, Mixpanel and many more. Their growth is due in part to the emphasis they place on customer success best practices. […]
Customer service is a widely used concept and we are all very familiar with it. Yet, we have all seen Yelp reviews, YouTube videos and posts on social media lambasting brands, product and services. So maybe everybody thinks they know what it is, but delivering good customer service is actually hard. We have decided to make […]
Pipedrive famously managed to grow the business to 30,000+ paying customers, serviced by a team of more than 160 people spread across Tallinn and an office in New York. All this without having a dedicated Pipedrive sales team from day one, but rather heavily focusing on product development and marketing. Pipedrive recently decided to put […]
The way call center managers and team leaders behave and communicate with employees has massive impact on the people within the business and, by knock-on effect, on the customers with whom they communicate. As customer experience expert Colin Shaw explains employee engagement is a key aspect for the customer experience. Mistakes call center managers should avoid […]
Monnier Frères is a high fashion accessory e-tailer. Created in 2011 by the Monnier brothers, the company sells and ships in various countries in Europe and worldwide. Their biggest market is the European one – with leading countries like France, UK and Germany. But the company also ships worldwide. Excellency in customer service and support […]
When working in the support industry it’s never pleasant to deal with angry customers. In order to turn angry clients into brand promoters, call center agents and support people in general, have to follow some easy-to-say-hard-to-do steps: – understand the profound reason of the customer’s anger – solve their problem beyond their expectations Call center […]
Talkus.io’s aim is simple: revolutionize the help desk. Talkus.io makes a smart use of the Slack ecosystem by building their help desk directly into Slack. This way, Slack users – about 800,000 paid accounts – can benefit from an integrated help desk at their fingertips, without even leaving everybody’s favourite team management app. The team […]
We all know that good customer experiences are key to reducing churn and maintaining a healthy and thriving business in the modern age. Regardless of if you’re using an in-house support team, or a contact center location, it’s vital to be able to track your metrics. But how do you maintain a high level of […]
Gametime is a last-minute sports and entertainment ticket marketplace, available in US and Canada, in over 50 big cities in the US alone. The company has focused on making tickets as easy as possible to buy and use with a smartphone. After transactions are complete, the Gametime app displays the digital tickets and their barcodes […]
This is a guest post about the customer support funnel by Sarah Chambers, Head of Support at Kayako. Yoga teacher, self-diagnosed Twitter junkie, and recent import to London via Vancouver. Sarah is passionate about keeping customers loyal through amazing customer service. Give her some love on Twitter. One of the top challenges that we’ve heard from […]
Azendoo is a SaaS teamwork application enabling teams to organise tasks, plan projects and easily share documents all in one interface without sending a single email. Azendoo by the numbers is 3 years of existence, 1500+ clients, 90 countries and 350,000+ users. They use Aircall and Hubspot to maximize their efficiency. With Azendoo teams work […]
As a founder or CEO (or both), you’re confronted at some point to making decisions on what your stance is regarding sharing key metrics with your team. As I have been and I’m still confronted to making these decisions, here are my take-aways on what worked well for us, and what didn’t, in a journey […]
Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. Acknowledging customer concerns shows empathy and understanding, and is essential to great communication and great service. Managers need […]
The phone system for modern business
