JustCall

DECEMBER 23, 2022

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. Manual agent-initiated call.

Scripts 52

Scripts CRM Sales Analytics 52

VirtualPBX

APRIL 15, 2021

In a previous blog post this week, we showed you how you can log SMS messages into a Google Sheet with the Zapier task automation service. Larger companies tend to use these features to handle large volumes of inbound calls and automate their workflows. An introduction here will show you how ACD Queues and Webhooks are used.

Accountability 98

Accountability Customer Support 98

Nexmo

OCTOBER 7, 2020

The contacts list can save and load the names and phone numbers of people called from the browser’s local storage. The Web Component can also emit the phone number of a contact to the application as a custom event when clicked. In a previous post , we showed you how to build and publish a Web Component. – WebComponents.org.

APIs 118

APIs Scripts Accountability 118

AWS Machine Learning

JULY 5, 2023

The text can be input from the browser or through an API call to the endpoint exposed by our solution. It enables the development of a whole class of applications that can convert text into speech in multiple languages. In this post, we present an interesting approach for highlighting text as it’s being spoken using Amazon Polly.

APIs 68

APIs Chatbots Education Accountability 68

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. A wise decision!

Scripts 52

Scripts Sales CRM Contact Center 52

aircall

JANUARY 13, 2023

There are many Novocall alternatives on the market, and most (if not all) of them promise to help your business improve sales and CSAT scores. The best way to achieve that is by boosting day-to-day productivity and performance while reducing costs. . So Novocall users might end up having to pay extra for third-party apps to fill the gaps. .

Sales 62

Sales CRM Morale Interactive Voice Response 62

aircall

JANUARY 24, 2022

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, it only begins there. Cancellations.

Call Center 126

Call Center Best practices call center software CRM 126

Nexmo

NOVEMBER 14, 2019

I would have considered myself lucky if they’d slurred out a number I could have called back, the voicemail had been empty-ish or they had gotten past their first name. I’m sorry we haven’t been able to get back together on this – if you’re like me I’m sure you’re being pulled in many different directions and are real busy.

APIs 89

APIs Accountability Call flow Personalization 89

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now!

Management 52

Management B2B Technology Marketing 52

Comm100

JUNE 27, 2021

They have a pair of shorts in the basket, and they’re right on the edge of clicking ‘Complete order’. Now imagine that in the bottom right corner of the screen, there is a button they can click to immediately connect with an agent and get their question answered. But there’s just one problem.

Upselling 52

Upselling Sales CRM Best practices 52

aircall

APRIL 14, 2017

Whether you’re working sales or support, a great deal of your time is dedicated to after-call work. Aircall wants to help agents breeze through their after-call work by introducing a brand new feature : wrap-up time. When a call ends, agents need some time to perform the tasks relative to post call work.

CRM 48

CRM Call Center Sales Customer Experience 48

Mindtouch

AUGUST 22, 2018

A Customer Support leader’s job is to step back out of the forest to get a better sense of the whole. This calls for some kind of deeper, machine-assisted analysis. When customers write in about their issues, machine learning algorithms tag comments by categories (“technical”, “refunds”, or “dashboard”, for example) in real-time.

Surveys 54

Surveys Feedback Self service Customer Support 54

JustCall

FEBRUARY 23, 2021

Sales, support, and call center agents are bound by multiple manual tasks during their working hours. With VoIP phone systems, you can make calls using an internet connection. You need a business phone system to make and receive calls. It automatically saves the call and customer details into the CRM software.

voip 52

voip CRM Analytics Metrics 52

Nicereply

JUNE 2, 2022

Are they public Twitter tweets tagging and mentioning your brand? But as people and representatives of the company, we should show restraint and be respectful to the best of our abilities to so-called “Karens” and entitled customers. Your social media strategy shouldn’t just be your social media marketing.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. I was not in the situation to be able to call them to resolve my account. So, I used my fall back of clicking the Live Chat button. I was frustrated, to say the least. According to J.D.

Customer Service 123

Customer Service B2C Accountability Consulting 123

JustCall

JULY 25, 2019

For a much faster, reliable and efficient outbound calling solution, predictive dialer is a good choice. If you are serious about the growth of your business, you have to break the mold of traditional outbound calling. There are multiple instances where the time invested by the sales rep in calling is not justified.

Outbound sales 58

Outbound sales Sales CRM Scripts 58

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Click here to read the original post and to see a video discussing this content. When you picture customer service training, what key elements come to mind? But with a ton of options on the market, which one should you choose?

Contact Center 79

Contact Center Education Government Healthcare 79

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

aircall

JANUARY 29, 2021

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 a good customer experience with every call. Call center training encompasses many different areas. Dropped calls. Robocalling.

Best practices 62

Best practices Call Center call center software Morale 62

Eptica

FEBRUARY 13, 2019

In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment. That not only caused people to drop out of the process but also lead to a greater number of phone calls from consumers chasing for a response. million customers. million customers.

Surveys 62

Surveys Feedback Metrics Best practices 62

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. Macros, templates, or canned responses — regardless of what you call them — we have a love hate relationship with them. I sometimes joke that we’re the folks that sit in on all of the sales demos so you don’t have to.

Technology 74

Technology Customer Service Contact Center CRM 74

Nicereply

FEBRUARY 14, 2020

This behavioral economics theory is called Prospect Theory. It starts with their welcome message as soon as you click the help button on their homepage. Benchmarking, or setting customer expectations, is a well known psychological tool that helps customers evaluate the quality of your customer service. Predicting Response Times.

Accountability 84

Accountability Chatbots Benchmark Customer Support 84

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. Click here to read the original. One client called these “ stop words.” If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. This article isn’t about debating which is better.

Calibration 68

Calibration Scripts Accountability Best practices 68

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a video where I discuss the content of this article. Hint: Focus on Agent Performance. I thought Slack had completely disrupted their space. How could there be anything better?

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. Too short and there’s a good chance agents are rushing through interactions without giving customers a complete solution, requiring that they turn right around and call support again. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. 96% of unsatisfied customers don’t complain and 91% of such customers leave and never come back. What is Customer Satisfaction? What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

LiveChat

APRIL 24, 2019

To help you with that, we’ve prepared a brand new series on our Blog: LiveChat for Managers. Blog posts in this series are dedicated to those who are responsible for customer service in their companies and those who manage teams working on chat. Chatting is easy and casual. Measure your customer service performance. It’s up to you.

Management 28

Management Accountability Sales Customer Service 28

Beyond Philosophy

OCTOBER 4, 2019

Now, I realize that this statement is a brilliant example of what I call the ‘blinding flash of the bloody obvious.” In the course of juggling their responsibilities, they forget to tie back the social media feed/campaign/website to get specific people to do a particular thing. I love this quote because it’s true.

Marketing 62

Marketing Advertising Education Consulting 62

JivoChat

JUNE 29, 2023

In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience. So you can ensure your business thrives in the ever-evolving digital landscape—read on to learn more! It all starts with understanding your audience.

Analytics 88

Analytics Chatbots Feedback Surveys 88

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. At that point, I never looked back. Absolutely you do. Hopefully, it helps with training purposes. Yeah, absolutely. That’s where I was at that point.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

delighted

AUGUST 9, 2019

Rather than simply stating data and statistics, folks browsing your website can read about real experiences that back up your claims. Rather than simply stating data and statistics, folks browsing your website can read about real experiences that back up your claims. Testimonials have been used in marketing campaigns for decades.

Marketing 50

Marketing Surveys Feedback Advertising 50

JustCall

MARCH 9, 2021

In this blog post, we will be covering the different functionalities of the JustCall- Keap integration that contribute to seamless workflows. As a Keap (previously called InfusionSoft) user, you understand how time-consuming constantly switching between the CRM and phone system is. million calls and 4.5 Attention Keap users!

CRM 52

CRM Accountability Call Center Sales 52

SmartKarrot

MAY 21, 2021

Here, in this blog, we will walk you through the typical differences between AI vs IA and will reveal some of their real-time applications in our lives. . AI is used when you are referring to a broader concept of machines that can perform tasks that humans would tag as intelligent or smart. What is Artificial Intelligence?

Chatbots 12

Chatbots Entertainment Analytics Technical Support 12

aircall

MAY 11, 2018

It’s almost always when I’m on-call but I know I’ll be away from my computer for an extended period of time. I’ll check in on incoming calls when I’m out to lunch. And also for outbound calls, especially when there are urgent inquiries. Do you use the call tagging feature? Patrick — Customer Support. All the time.

Technical Support 88

Technical Support Analytics APIs Engineering 88

aircall

OCTOBER 25, 2022

For example, according to sales blog, The Pipeline: 80% of sales calls go to voicemail. Cold calls are notorious for provoking impatient responses from prospects. Only making calls during regular business hours. Making calls outside of regular business hours doesn’t mean a 6 a.m. And it’s not always obvious.

Sales 62

Sales CRM voip Accountability 62

aircall

APRIL 3, 2019

Contrary to popular opinion, business phone calls don’t actually end at the “click.” This process of wrapping up the previous call before attending to a new one is called “after-call work” and is vital to creating and maintaining healthy customer experiences and interactions.

Call flow 90

Call flow Sales Morale Personalization 90

aircall

OCTOBER 11, 2022

Once celebrations are over, the pressure is soon back at full volume with new, often-tougher KPIs. How can we call these productivity hacks “proven”? It goes without saying. Why “tougher”? When teams consistently meet targets, line-of-business managers know that big bosses start asking questions: All targets met? Housekeeping over.

Customer centricity 118

Customer centricity CRM Sales Analytics 118