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 […]
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 […]
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 […]
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 […]
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, […]
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 […]
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 […]
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
