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 […]
Gifts Your Support Reps Really Want Even though eCommerce customer service representatives are safe from the threat of shopping mall stampedes this holiday season, they still have to prepare for a period of record-breaking sales and support inquiries. And right at the top of their professional wishlist are customers who: Understand how your product works […]
It’s a tough time to be reading news headlines if you happen to be a human working in customer service: 85% of Customer Service Interactions to be Handled Without Humans By 2020 67% of Customers Prefer Self-Service to Speaking With Reps Nearly Half of ALL Jobs Are Vulnerable to Automation But once you dig a […]
Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official […]
Aircall has climbed the ranks of HubSpot integrated software and is now a Premier Partner. This is great news for… Aircall Aircall Users HubSpot Users Everyone Everywhere In all seriousness though, here’s what this important milestone represents: 1. Aircall has been installed over 500 times via the HubSpot Connect Marketplace Before ever picking up a […]
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