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 […]
Using the right tools is an essential part of improving sales efficiency. The only problem is that there is: An overabundance of sales software programs An overwhelming amount of available customer data to make the right decision The solution? Take a page from the book of the most successful sales managers and companies—they’ve already tried […]
Sales strategy planning can help you meet both short- and long-term sales targets, carrying you through the first 90 days and beyond to successfully achieve your overall business goals. However, it can get a bit overwhelming in the beginning, which is why some entrepreneurs skip this step altogether. But that doesn’t mean you should shy […]
CSAT is a term that’s used frequently in marketing. With all the work that goes into product development, manufacturing, and marketing, customer success often comes down to the results of a CSAT score. Every department within your company plays a role in contributing to customer satisfaction. In part, your company’s reputation relies on getting customers […]
It’s been said that a great product will sell itself. But when you put in the time and effort for sales strategy planning, the sky’s the limit as to how much you can achieve. With some help from technology and a little thoughtful planning, you can create a sales strategy plan that helps your sales […]
No matter whether your SMB is retail, service, manufacturing, or another type of business, your operations department plays a strategic role in building your tech stack. Operations is responsible for ensuring that the production process gets completed from beginning to end. To accomplish that, an operations leader needs to make sure that the operations department […]
The role of IT when it comes to buying a VoIP solution is a pretty major role. Investing in technology is a necessity for today’s businesses. VoIP phone systems are more cost-effective than traditional PBX phone systems, and they provide many additional benefits for SMBs as well. VoIP phone systems are easy to install and […]
Planning and forecasting are major activities for sales managers, and sales planning is an important component of those processes. New sales are necessary to generate revenue and grow your business. The first time you do sales planning, it typically takes longer than when you have a designated process for it. As you develop your sales […]
The quality of your customers’ experience depends largely on the quality of your call center agent hiring. For that reason, it’s essential to be clear about the purpose of your call center. Your call center may focus primarily on sales, customer support, or a combination of both. Knowing the purpose of your call center and […]
Consumers have lots of options for banking and other financial services, and a financial services call center streamlines sales and support operations. In many ways, the customer experience is driving transformation within the financial services industry. With a call center, your financial services institution has greater ability to gather information about your customers and get […]
Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? When you have a business to run, one of the biggest decisions you have to make is how much time, money, and effort you want to invest into your sales team training […]
We’re headed down under, opening our first Australian office in Sydney. And while moving to a new city can be daunting, it’s always better when you have friends living there. With an existing customer base of 500+ clients in Australia, Aircall has established a strong and growing presence in this market. Plus, working trends are […]
Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure […]
With so many people needing to work remotely, you may be wondering how to start a virtual call center, and if so, how to do it right. A remote workforce is a growing trend. Many companies are following the trend by switching their on-site call center to a totally virtual call center. Others are setting […]
A financial services call center is an efficient system for serving customers and managing financial risks. Especially since financial services affect many areas of our daily lives. People and businesses are happier and healthier during strong economic times. In general, technology has made our daily activities faster and more convenient. Customers within every industry have […]
Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. When they can turn those negative emotions around, it’s a great day! Whether your customer support representatives […]
The phone system for modern business
