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 […]
Whenever there’s a system problem, you can put the days of placing a panicky call to your IT department behind you when you implement a VoIP phone system. Big system problems cost your company time and money. What’s more, technical problems affect your vendors and customers as well. When your system is down, your employees […]
If you’re not already familiar with it, cloud phone SMS, also known as texting using cloud phone numbers, is one of the more recent players in the business communications arena. Emails and phone calls will always have a proper place in sales and support operations, and cloud phone SMS is a nice complement to those […]
Financial services are intangible, and as such, they can be challenging to sell and support. Unlike a physical product, you can’t see them or hold them in your hand. Also, a lot of people find the nuances of financial services difficult to understand. People tend to pay more attention to financial services when they receive […]
Your customer support teams are experts at answering questions, responding to complaints, and providing your customers with helpful information. Support team members are the face of your company in supporting customers so you can be sure they’re satisfied with your products and services. The customer experience has great value because it creates loyalty in your […]
Customer support mistakes can happen even when call center agents have the best of intentions. A host of things can contribute to customer support mistakes. Poor customer feedback signals the need for call center agent onboarding, targeted training for current employees, and ongoing monitoring. Having the wrong digital tools might also be contributing to customer […]
A great customer experience is required for today’s businesses, and customer support as a service (CSaaS) brings the right people and processes together to help you deliver best possible customer support to your customers. Your call center agents are on the frontline every day, helping your customers resolve issues quickly and effectively to drive customer […]
It’s exciting to have a product or service that everyone’s raving about. But staying ahead of your competitors requires a customer support framework that enables delightful customer experiences, every time. Your customers have lots of questions before and after they buy from you. Something you should be aware of is that they’re starting to form […]
Customers have never had more expectations in terms of quality service. Managing these demands without the benefit of powerful communication tools, such as contact center as a service (CCaaS) software, is a huge undertaking. A comprehensive system of cloud solutions will put you on pace to delight customers with a competitive advantage. With the right […]
No sooner than the Thanksgiving leftovers have been put away, some family members will settle down for an afternoon of football while others rush out to shopping malls and retail stores to get a jump on pre-Black Friday sales. In recent years, retailers have found creative ways to enhance the holiday shopping experience for their […]
Customer support best practices are the engine that powers your promise of ensuring a great customer experience. What do best practices really mean? Best practices refer to a set of guidelines and viewpoints that are generally accepted as the most successful way to operate (in an ethical and responsible manner) for a particular industry. Best […]
Historically, companies could base Black Friday and Cyber Monday staffing needs on numbers from previous years. However, brands with an online retail presence must react accordingly to all the challenges we’ve faced in 2020. Because of COVID-19, the public has largely avoided retail stores for the better part of the year. Instead, online shopping has […]
The phone system for modern business
