Customer Support Best Practices

Building a customer support framework requires the right tools and processes.

Building the Right Framework for Customer Support

Advancements in technology have made it possible for companies to create a full-featured customer support framework for customer support teams. New tools create greater transparency for customers, revealing that company practices that were in the background. Social media and other online platforms give customers greater opportunities to express their opinions publicly. This type of forum […]

7 September 2020

Support

Call whispering has many benefits for call center coaching.

Call Whispering Benefits

Call whispering is a part of a suite of features provided by some business phone systems. These features focus on training and allow managers to monitor calls, coach calls, and join calls to coach and support call agents. With the call whisper feature, only the call agent can hear a manager listening in or speaking […]

4 September 2020

Call Center

customer support as a service is a key component to a great overall customer experience

Customer Support as a Service 101

Today’s customers expect more. Customer support as a service is the key to meeting those expectations. As a business you should strive to deliver the best overall customer experience. Historically, customer service does not get a great reputation. Customers frequently feel they have to put up with long wait times, marginal customer service and canned […]

31 August 2020

Customer Experience

Customer Service vs Customer Experience 101

The relationship of customer service vs customer experience is important to define. With online shopping being so popular, customers now have many more touchpoints with brands. Instant access to information and multiple communication channels have changed how customers expect you to respond to their inquiries and requests. Today’s customers expect you to answer their questions, […]

24 August 2020

Customer Experience

Understand small business phone systems and choose the right one.

How to Choose a Small Business Phone System

The right small business phone system makes life at work better and easier for everyone in the company. The market offers many different configurations of small business phone systems and they have more features and capabilities than ever before. Many businesses are still running on traditional phone systems and believe they don’t have a good […]

21 August 2020

Call Center

How the Right Call Center Software Will Improve Your Business Development

If you’re struggling to keep pace with all the incoming calls, emails, chats, and other communications, it’s a good problem to have. But even good problems are problems that must be solved, and call center software just might be the answer to your dilemma. One of the challenges businesses face as they grow is to […]

19 August 2020

Call Center

Finding and Creating Joy: What Does Joy Really Mean?

Providing impressive customer support isn’t exactly simple during the best of times, but with the Covid19 pandemic throwing additional uncertainty into the mix, customer support agents are facing greater challenges than ever before. Which is why the second edition of CX for the Soul — a virtual event series centered around supporting the CX community […]

13 August 2020

Customer Experience

Outbound call centers are a good idea for various business types and industries.

What Is an Outbound Call: Call Center Best Practices

If you’ve found yourself wondering more about “What is an outbound call?” you’ve come to the right place. By understanding the purpose of outbound calling and what it takes to get an outbound call center up and running, you’ll be able to determine if it’s the right time to add it to your business. Learning […]

12 August 2020

Call Center

SaaS customer support provides customers of a software company with a dedicated service channel to better received support on a software.

The Importance of SaaS Customer Support

Customer service is the heartbeat of your software business and SaaS customer support is the key to offering exceptional service that leaves your customers feeling valued and respected. Excellence in customer service increases customer loyalty, builds sales, and enhances your reputation. SaaS customer support involves a bit of effort and expense at the start. A […]

10 August 2020

Support

Distributed teams describes a work setup where your employees are based in multiple locations. Outsourcing, remote work and work from home are various types of distributed teams.

What Are Distributed Teams?

Gradually, businesses have made a shift toward using distributed teams and remote teams, and with good reason. In the interest of efficiency and smart business, many companies are bucking the traditional business models where all their employees commute to a physical office every day. With the onset of the pandemic, out of sheer necessity, many […]

3 August 2020

Remote Teams

Contact center as a service or CCaaS is a cloud based subscription service that provides communication tools, like phone system service, to clients.

What Is Contact Center as a Service (CCaaS)?

Today, customers not only want superior customer experience, they’ve come to expect it and CCaaS may be your solution for giving it to them. It doesn’t matter if you have superior products or stellar pricing if you can’t assure your customers that your customer service will be just as high-quality. That sentiment holds true for […]

30 July 2020

Tech

When choosing a business phone system, these are the main considerations you should have.

What to Look For in a Business Phone System

Which business phone system is the best fit for your company? Whether your business is established or just starting up, this article will help you decide which business phone setup to go for. COVID-19 is changing the global business landscape as we’ve known it. Now more than ever it’s essential that every company decision, such […]

15 July 2020

Call Center

Building a culture of virtual collaboration is important when managing a fully remote or distributed team. These are important tips for promoting virtual collaboration in remote workers.

Virtual Collaboration: Overcoming Remote Team Challenges

With businesses realizing the benefits of remote work, implementing a strong virtual collaboration environment has become an imperative. Managers need to make the necessary adjustments to improve productivity and increase employee happiness. To achieve these goals, a business requires stronger virtual collaboration strategies that are both easily implemented and sustainable. What is virtual collaboration? Virtual […]

29 June 2020

Remote Teams

Customer effort score describes how easily customers interact with your business, rather than their overall satisfaction with a product or service.

What's Your Customer Effort Score (CES)?

Customer service metrics are like puzzle pieces. A customer satisfaction survey (CSAT) surfaces opinions about individual interactions with your support team. Net promoter score (NPS) reveals customer sentiment—and satisfaction—around your company and product on the whole. Both metrics are valuable, but they don’t form the full picture. They may even get too much credit. According […]

18 March 2020

Support

These tools help remote productivity. They encourage virtual collaboration and virtual team management.

12 Tools to Help Your Team Work From Home

Working from home is no longer a luxury for the modern business. Whether by choice (to attract talent) or necessity (responding to a global pandemic), businesses across the globe are quickly adopting flexible remote work policies for their employees. For companies that have already embraced collaborative technology to connect their employees and customers, shifting to […]

17 March 2020

Sales

Phone Skills for Flawless Sales and Support Conversations

(Editor’s note: This post was originally published in May 2018. It has been updated with relevant information and additional context) In today’s world of indirect, text-based communication, many conversational skills are underdeveloped. However, the telephone is still a vital business tool, critical to both sales and customer service professionals. To truly excel in these careers, […]

12 March 2020

Call Center

How to Handle 7 Unexpected Customer Service Scenarios

Working in customer service is usually seen as straightforward and repetitive: Customers ask questions, get answers, and say goodbye—that is, until something else comes up. Many customer service scenarios are routine, but on an average day, customer service reps also deal with challenging and often unexpected situations. To bridge the gap, some managers give their […]

25 February 2020

Support

5 Things Support Reps Wish They Could Tell Their Managers

What makes us shy away from sharing feedback with our bosses? Do we avoid it because we fear it will fall on deaf ears? Or is it because we worry it will make us seem unhappy in our roles? According to HBR, it’s a bit of both. In a study of nearly 200 individuals from […]

19 February 2020

Support

Customer Support Tips and Insights – Page 3

Building the Right Framework for Customer Support

Call Whispering Benefits

Customer Support as a Service 101

Customer Service vs Customer Experience 101

How to Choose a Small Business Phone System

How the Right Call Center Software Will Improve Your Business Development

Finding and Creating Joy: What Does Joy Really Mean?

What Is an Outbound Call: Call Center Best Practices

The Importance of SaaS Customer Support

What Are Distributed Teams?

What Is Contact Center as a Service (CCaaS)?

What to Look For in a Business Phone System

Virtual Collaboration: Overcoming Remote Team Challenges

What's Your Customer Effort Score (CES)?

12 Tools to Help Your Team Work From Home

Phone Skills for Flawless Sales and Support Conversations

How to Handle 7 Unexpected Customer Service Scenarios

5 Things Support Reps Wish They Could Tell Their Managers

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