Compared to traditional landline phone systems, setting up voice over internet protocol (VoIP) service is much faster and simpler. Depending on which vendor and what features you choose, this setup can be completed in a matter of minutes. However, while the download and customization steps are nearly instant, other requirements might need to be met […]
Very few businesses can operate without a phone presence. Whether it’s for sales operations or customer support, brands need a way to communicate with their current and future clients. Voice over internet protocol (VoIP) providers offer businesses an affordable, modern, and more versatile alternative to classic landline phones, but questions of “reliability” create a hesitation […]
Online shoppers can submit their questions and comments through a wider variety of customer service channels than ever. As a result, brands on the other side of these interactions are continuously reevaluating where traffic is most likely to come through and how to align internal resources accordingly. To help support leaders make more confident decisions, […]
You’ve reached out to the customer service team at an eCommerce company and are eager to resolve your issue. So, would you rather wait one minute or wait two minutes for a response? Yeah, you’re right. That one’s a bit obvious. But, just curious here, would your willingness to wait ever vary depending on the channel you’re […]
With the improvement of old technologies and the introduction of new ones, working remotely is now easier than ever. And this reality is impacting more than just a few creative freelancers. A study by Global Workplace Analytics reported that the amount of Americans telecommuting and working remotely increased 115% in the ten years between 2007 […]
The automation of repetitive and difficult manual tasks is a welcome component of modern life, bringing prosperity and freeing up time and labor. However, the introduction of intelligent technology is posing uncomfortable questions in the modern workplace. Across all industries, and particularly in customer service, professionals are starting to wonder: Will we be replaced by […]
Conducting an employee survey is an important way of keeping tabs on the pulse of your team. It can reveal employee morale and engagement levels in a way conversations may not, while giving you great insight into what’s going well (or not so well) in your organization. But an employee survey is bit like an […]
It’s the moment we’ve all been waiting for: GetApp has declared Aircall the No. 1 call center software. The research firm’s quarterly review scores have always shown Aircall to be a top contender, but recent improvements in performance, usability, and security have pushed us to top spot. And while you better believe we’re celebrating this […]
Keeping employees motivated takes effort and practice. Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. This is a serious issue in Customer Service and Support teams which rely heavily on teamwork to keep customers happy. While it’s common to have one […]
Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders Purpose This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Methodology Data in this report comes from a February […]
The phone system for modern business
