SMS business text messaging was a little slower to catch on than texting for personal use. Fortunately for businesses, technology has advanced to a degree that SMS text messaging for business is now a valuable tool. In fact, various departments within your business have opportunities to leverage text messaging to streamline their operations and make […]
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 […]
If you have to wait in line as a customer, you want to know that someone will be along to help you shortly, and a call queue allows you to set expectations for your callers like this easily. Everyone’s experienced waiting in line in a call queue when they contact a sales or customer support […]
In the many dealings you have with companies every day, you’ve surely heard the phrase, “This call may be recorded for quality and training purposes…” That’s because call recording is a valuable tool for call centers. To be successful in business, you should always strive to enhance the customer journey. Call recordings play a beneficial […]
How would you describe your current sales prospecting plan? Is it an old-school numbers game, or are you working with a strategic sales prospecting plan? In the not-too-distant past, the general perception of the sales field was the more cold calls salespeople could make, the easier it would be to rise to the top of […]
With many new software solutions coming into the marketplace every day, it’s an exciting time to explore business tools and the different ways in which you can integrate them into your virtual phone system. The marketplace is fast-paced and digitally driven, meaning businesses need to stay abreast of the latest developments to remain competitive in […]
Our world is driven by data. By 2025, global data is projected to grow to 175 zettabytes. What happens to all this data? For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Data can also be used to analyze or guide decision-making and future activities. […]
Hitting sales targets and goals, increasing revenue, enhancing the brand — it’s all part of sales planning. When you use best practices in sales planning, everyone involved benefits — marketing teams, sales managers, sales teams, and your customers. Most importantly, good sales planning positively impacts your bottom line. Best practices for sales planning begins with […]
A smooth customer phone experience is much like having a warm conversation with a good friend. With that in mind, think about what it is that makes a conversation with your friends good. For starters, good conversation flows back and forth naturally. Each person gets to contribute something, and both parties feel they’ve been heard […]
Call centers can enhance the customer experience—if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance? Call metrics and KPIs. By tracking […]
Aircall, a 100% cloud-based phone solution, announces the launch of a plan to recruit 260 people this year Aircall has completely reviewed its recruitment and integration processes in order to adapt to the current context of widespread telecommuting Also, Aircall is accelerating its international expansion by announcing the opening of an office in Sydney, Australia […]
Your sales or support call center is a hub of activity. The right people, training, and call center training materials ensure that your call center agents are working hard to enhance the customer experience, even when tasks are piling up. Call center training materials provide your employees with the knowledge and skills to interact with your […]
When you search “cold calling guide” on Google, you see 116,000,000 results. Cold calling, it turns out, is not dead. It is alive and well and still in high demand. This disproves the many articles proclaiming that cold calling is dead. Another quick search and you will find industry leaders, such as Dmitri Akhrin, president […]
An online app marketplace brings all compatible software together—complete with descriptions and reviews— to help customers, prospects, teammates, and product partners alike benefit from SaaS integrations. But if you want to establish your own, you can’t do it without the right partners. Product partnerships are an important part of any business, but especially so with […]
Call centers handle complaints, help you identify pain points, and standardize the customer experience and you need the right call tracking metrics to understand performance. The vast majority of consumers prefer to speak with a company representative when they have a question. But more and more, customers appreciate knowing that they can communicate with a […]
Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Humans do. Despite the many technological advancements in customer service—like the development of chatbots and self-servicing tools—86% of consumers would still rather interact with a real person over a robot. Plus, […]
Have you ever needed some advice when it comes to managing your money? If so, you’ve probably called a bank, credit card company, or loan provider at some point for help. The person you spoke to? That’s a financial services sales agent, a type of call center agent whose job it is to help customers make informed […]
The phone system for modern business
