It goes without saying. When it comes to customer-facing team productivity and performance, only a great quarter filled with met targets eases the pressure long enough for a few team high-fives. Once celebrations are over, the pressure is soon back at full volume with new, often-tougher KPIs. Why “tougher”? When teams consistently meet targets, line-of-business […]
It’s no surprise that every business needs customers. But to generate more leads, it clearly pays to prioritize the customer experience. As a result, customers are more likely to stay and recommend you. But how can you tell if you’re making progress? It’s all about the KPIs you decide to measure—both on an individual and […]
Agility is key for any successful business. It means you can deliver knockout experiences to your customers while recruiting prospects and setting yourself up for success. But a pesky issue can put it all at risk: growing ticket volume. Whether you’re handling an intro call or putting the final touches on a sale, resolution time […]
Experts agree: It pays to prioritize the customer experience. So what if we told you that analytics could be the secret ingredient you’re missing? To help you craft a seamless CX journey from start to finish, we’re taking a look at how to unlock the benefits of customer experience analytics, what this means for your […]
The right small business phone system makes life at work better and easier for everyone in the company. And in terms of configurations and features, there’s more choice than ever when it comes to selecting a small business phone system. Despite this, many businesses are still running on traditional phone systems and believe they don’t […]
91% of consumers say that a positive customer service experience leaves them more likely to make another purchase. Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. We all know what being the focus of someone’s attention feels like. When this is fostered between your support team […]
Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. Businesses typically rise to the top when they offer the types of products and services that people want. But warning: This doesn’t mean […]
Thanks to the internet, companies have the potential to sell to anyone, anywhere. They can also market their products and services through digital channels to prospects around the world. It only makes sense that the customer experience they offer includes global support teams as well. Unlike sharing digital advertising across continents or conducting international e-commerce […]
From spending all day roasting a turkey to waking up early for Black Friday shopping, we don’t need to tell you that the holidays are well underway. As the end of the year quickly draws to a close, how can you take full advantage of all Aircall’s cloud-based phone system has to offer? That’s where […]
Aircall’s head of sales and deployment for APAC, Brian Game, recognizes that there’s a right way to share big life news with his family. The same can be said for brands when they’re communicating with customers. Game was making this point because Aircall’s GROW ANZ session had him debating a question that’s probably being asked […]
It’s the most wonderful time of year for many businesses—and the most overwhelming. As sales and vacation time usage spike during the holiday season, so do customer service inquiries. If your business isn’t prepared to meet holiday support needs, your customer experience will suffer, which can affect not only your Q4 sales but also your […]
A customer-first culture makes for a successful business. You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in […]
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. […]
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 […]
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 […]
This article was originally published November 4, 2016 and has since been updated Happy customers are loyal, and they’re glad to tell others when they’ve had a good customer experience with one of their favorite brands. With lots of competition in the marketplace, small businesses have to pull out all the stops to cater to […]
SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. The acceleration of digital transformation means it’s possible for different business tools to work together seamlessly better than ever before, giving you a fully-contained digital […]
The phone system for modern business
