TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong. Yes, that’s 80%.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Nicereply

JULY 7, 2020

You need to consider the features you need, the scope of your feedback program, the price you are willing to pay as well as compatibility with your current tech-stack. Customer satisfaction is a fantastic north-pole metric for your support team. How can you customize your surveys? Customer Thermometer.

Surveys 98

Surveys Feedback Metrics APIs 98

aircall

JUNE 28, 2022

As we hit the $100 million ARR milestone, co-founders Olivier Pailhes and Jonathan Anguelov share a reflection on the past eight years and what’s to come. We believe that in these uncertain times, our customers, prospects, and partners deserve transparency. It took us eight years of sweat, grit, mistakes, and successes to get there.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

aircall

NOVEMBER 7, 2022

If you ask your operations team what they do, they might say “streamline processes.” Complex telephony architecture could mean different billing cycles, support SLAs, training requirements, and maintenance processes. We’ll also cover how those time-savings impact sales and support operations. The goalposts keep moving.

voip 48

voip Consulting Consulting Sales 48

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

NameShouts

JUNE 11, 2020

In this user study, our latest series of blog posts, we’ll be diving into how some of our awesome users are pronouncing names correctly at work. As a company, they are focused on core values of respect, inclusion and working towards a better future through their social and environmental impact. Who is James? Reaching out cold.

Real estate 62

Real estate Sales 62

aircall

NOVEMBER 22, 2022

For ops professionals, the phone system on which the business operates presents an opportunity to enhance productivity both inside and outside of the ops team while also supporting the development of more sustainable business planning. And who are executives looking at to uncover this more sustainable path forward?

Consulting 62

Consulting Consulting Management Metrics 62

Spearline

FEBRUARY 10, 2022

Now that most companies agree that hybrid work is the future of the way we operate, companies everywhere are revamping their tech stack to support globally distributed teams. What is cloud telephony? These unique partnerships enable our customers to deliver a superior service to their customers.

Management 98

Management Telecommunications Enterprise Interactive Voice Response 98

aircall

JANUARY 18, 2022

Considering the recent developments in the industry, companies have every reason to be excited for 2022: From now on, you can benefit from an alliance between Aircall and Deutsche Telekom that will rewrite the future of business telephony, as well as digitization, in German-speaking countries. DTCP: Aircall’s Biggest Investor From Germany.

voip 62

voip Telecommunications call center software Marketing 62

Infinity

JANUARY 5, 2022

Customer journeys are rarely straightforward. It’s likely that multiple customers have had multiple variations of the same journey, interacting with your marketing channels in different ways before converting. What is an attribution tool? Attribution tracking is how these tools collect data on those various customer touchpoints.

Multichannel 52

Multichannel APIs Marketing Analytics 52

USAN

MARCH 1, 2022

For companies that rely on customer-centric operations, delivering a good customer experience is paramount. However, what customers want from a particular organization’s CX can vary widely, meaning that each company’s CX strategy and design should be tailored to the needs of its customers.

Management 52

Management Benchmark Customer centricity Contact Center 52

Global Response

SEPTEMBER 11, 2023

A call center can make or break your customer service, as well as significantly impact the reputation of your brand. But with so many factors to consider—and so many options available—how do you even begin to sort through what matters and what doesn’t? Call centers may provide varying levels of strategy and support.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Nicereply

SEPTEMBER 13, 2022

It’s often touted as indispensable for helping customers and upskilling support agents. Customer demands are changing and customer service technology is improving. Customer demands are changing and customer service technology is improving. Here’s what it all means: The way we consume knowledge is changing.

SaaS 52

SaaS Chatbots Scripts Self service 52

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? Table of Contents What is Call Center Reporting? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

aircall

MAY 10, 2021

In the current market environment, customers have a lot of clout. To that end, it’s crucial for companies to provide the best possible experience across the entire customer journey. A good customer experience is all about the relationship between your customers and your brand. Understanding the Digital Tools Landscape.

Customer Experience 71

Customer Experience CRM call center software Surveys 71

aircall

MAY 17, 2021

The pressure is on for businesses of every size to stay competitive, build resiliency, and provide a good customer experience. The failure to overcome digital transformation challenges will have a strong impact on the future of work. Don’t despair if you haven’t made enough progress in digital transformation.

Transportation 71

Transportation Entertainment voip Construction 71

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. So, while they do achieve the results, those results are half of what they can truly accomplish with the right tools and strategies.

Morale 52

Morale Sales Feedback Construction 52

aircall

DECEMBER 17, 2021

With competition this steep, it all comes down to how your job stacks up against all the others. . Employers need to be really precise about what they’re looking for. The owner of the role or position needs to know exactly what they’re looking for and how this person will serve the company,” Adam says. This year, the U.S.

Benchmark 62

Benchmark Coaching Engineering Best practices 62

Global Response

APRIL 27, 2023

Do any of the following scenarios sound familiar? You’re growing faster than you can manage and service levels are starting to decrease as a result. You’re outsourcing already to an onshore partner but need to scale faster (or more affordably). You need specialized help and your in-house team can’t meet all of your needs.

outsourcing 62

outsourcing Service level Call Center Technical Support 62

Nicereply

JANUARY 18, 2023

No wonder a huge number of businesses have already added help desk tools to their customer support tech stack, and even more are planning to do so in the future. In fact, according to Future Market Insights , the global help desk software market is predicted to grow at a CAGR of 9.4% Bn by the end of 2032.

Self service 52

Self service Analytics Enterprise APIs 52

Babelforce

FEBRUARY 17, 2022

It’s not just money; a new platform takes time to set up and can radically change how you talk to customers. So what should you look for when comparing your options? So what should you look for when comparing your options? In this post we’ll ask “what software. What might we need in the future?

call center software 52

call center software Call Center APIs Interactive Voice Response 52

Global Response

APRIL 17, 2023

improve customer satisfaction and results? Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. So how do you find that perfect fit?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

OctopusTech

AUGUST 18, 2023

Hiring a skilled custom web development company is your best choice for creating a functional and exciting website. When you work with experts, they’ll take the time to learn about your company and its goals so that they can create a site that’s customized for you, and they’ll also make sure you have everything you need.

Construction 62

Construction Engineering APIs Enterprise 62

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Solvvy

DECEMBER 16, 2019

Getting the customer experience right is a delicate balance. But what are they looking for in a good customer support experience, and what role can artificial intelligence play in increasing customer satisfaction? . Replacing human customer service agents with IVR technology: Bad idea. The problem?

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48

aircall

MAY 1, 2022

Today, customers don’t just want a superior customer experience; they expect it. It doesn’t matter if you have superior products or stellar pricing if you can’t guarantee your customer service will be just as high-quality. What Is a Contact Center as a Service or CCaaS? What are the differences between UCaaS and CCaaS?

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

Uniphore

DECEMBER 7, 2021

Customers may still flock to big online retailers and avoid brick-and-mortar establishments. Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. Here’s what you need to know to stay ahead. However, obstacles still loom. COVID-19 has forced?

Interactive Voice Response 52

Interactive Voice Response Scripts Sales Wait times 52

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast. Matt Kearns , Sr.

Management 59

Management Feedback Sales SaaS 59

Infinity

JULY 7, 2019

There are few who don’t believe data brings opportunities for marketers, but once all of those ones and zeroes start flowing in, what does it all mean? Overflowing lakes of data mean nothing if you don’t know what to do with them, or why you’re doing it. Adopting the right tech platforms will help with this. The journey matters.

Marketing 40

Marketing Advertising Metrics Surveys 40

JustCall

MARCH 21, 2022

This blog looks at how sales training should be approached by breaking it down into a clear 4-week timeline and how to structure your training into modules that can make it more effective. support and guide your sales reps right from day 1. Provide your team with the tech setup needed for them to get started with their tasks.

Sales 52

Sales Coaching Scripts CRM 52

aircall

APRIL 22, 2022

What Is a Small Business Phone System? Small businesses, however, often lack the budget or infrastructure for enterprise phone systems; yet, they still need to have a phone system that gives them the ability to communicate consistently and flexibly with their partners, vendors, and customers. Types of Business Phone Systems.

voip 62

voip Interactive Voice Response Call Center Sales 62

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. What is a Call Center Agent?

Call Center 52

Call Center Contact Center Chatbots Quality management 52