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 e-commerce customer service experience has changed immensely over the past year and a half. Think about it—it feels like a lifetime ago when shopping was a part of your regular routine. You’d make a shopping list, plan your route, and maybe even grab a coffee on the way. Then you’d head out to the […]
How do you let your customers know about your new products and services? How do they reach you when they need help? Everyone knows that effective communication is the foundation of good customer service. However, what isn’t widely known are the steps to effective communication, and one key element to this is the communication channels […]
When was the last time you asked yourself if your business had a good SMS strategy? In today’s digitally connected world, more and more people keep their mobile phones within close range. As a result, SMS (short message service) text messages have become a common way to communicate using mobile devices. The SMS function is […]
Whether it’s because they need something, they can’t pass up a great deal, or they’re craving a bit of retail therapy, people shop for many reasons. Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. During the COVID-19 pandemic, consumers have been even more […]
A digital transformation strategy is critical for small businesses for many reasons. It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. By following best practices for your digital transformation framework, you also get the benefit […]
Do you know what your customers are looking for in a good customer experience? They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? If not, a human-centered design (HCD) might be in order, and we can attribute […]
In the past year, most people were forced to put off travel season because of COVID-19. Would-be travelers dashed their hopes of visiting family, escaping to the beach, or going on an adventure to scratch off their bucket list due to border closures and city or country-wide shutdowns. Things were even more dismal for the […]
The pressure is on for businesses of every size to stay competitive, build resiliency, and provide a good customer experience. Small businesses face even greater challenges than large corporations as they have fewer resources—specifically, shortages of talent in digital skills, resistance to change, and insufficient budgets. The failure to overcome digital transformation challenges will have […]
Using a predictive dialer or an auto dialer in place of manually dialing calls is like the difference between walking to work or taking a high-speed commuter train. You get to your destination a whole lot faster. There’s no time wasted looking up phone numbers or punching them in. Sales and support agents don’t have […]
In the early days of digitalization, companies that were pacesetters quickly learned that accelerating digital transformation gave them a competitive advantage. Digital tools are easy to integrate and they’re user-friendly. What’s more, they’re affordable and cost-effective. Despite the advantages of implementing digital tools, many small businesses are lagging behind in hopping on board with digital […]
In the current market environment, customers have a lot of clout. They don’t just want a good experience, they expect it. To that end, it’s crucial for companies to provide the best possible experience across the entire customer journey. In today’s environment, this is now only possible by using the right digital tools. A good […]
Cloud phone systems utilize VoIP (voice over internet protocol) technology to transmit calls over the internet. That sounds simple enough, and it all happens within seconds. These split second interactions are what actually determine your phone call quality. While it’s all pretty quick and straightforward on the front end, things are far from simple on […]
CRMs have become a staple of small businesses. A computer telephony integration (CTI) offers your company more functions and capabilities than a simple, on-site customer relationship management system (CRM). Any organization that experiences a high volume of incoming phone calls or whose sales and support teams make lots of outbound calls will improve efficiency dramatically […]
When a customer calls in, gets routed directly to a skilled representative, and receives help immediately—it’s a great day. Call routing eliminates your customers’ pain points of waiting on hold for long periods and being transferred multiple times. Customers can take care of their business quickly and get on with the rest of their day. […]
The phone system for modern business
