How Unified Communications Can Help Improve Customer Service

CSM Magazine

Today’s customers increasingly expect live and real-time communication. A unified communications (UC) solution can help make this possible by integrating audio, video and mobile capabilities that enable a new level of customer service. Voice and VoIP.

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How to Reduce Customer Service Response Time to Avoid Lost Leads

Inbenta

Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! However, if getting the right solution takes too long, the customer will still be left feeling that you could have done better.

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Tenant Experience and Remote Support: How Property Management Organizations are Transforming Service

TechSee

They want to communicate on their preferred channels, receiving personalized content and proactive services. Organizations are therefore leveraging data to deliver personalized one-to-one service, in line with current expectations and evolving needs, from raising families to special care.

Proven Methods To Get Call Center Campaigns In Abundance

Dialer 360

Above all, 41% of companies lose their potential customer because of low or inappropriate customer services. Call Center Website & Other Social Media Accounts. Standard Quality & Economical VoIP Services. You need to be beneficial to your customer.

8 Best Practices to Boost Your First Contact Resolution Rate

Inbenta

Good customer service is all about a speedy resolution. If a customer can find a solution to their problem in a single interaction, they’ll view the experience in a positive light. Put simply, a strong FCR is a good indicator that your team is providing excellent service.

25 Call Center Technology Trends to Watch in 2021

Callminer

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. More Flexible Service Solutions.

Agent Benefits of Our Web-Based Call Center Feature

VirtualPBX

This type of login reduces the steps of logging in and opening a VoIP device by combining them into one. Features Codes also provide agents with a quick login method they can use in any VoIP device attached to their accounts.

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6 features to look in multi-tenant IP PBX software before you buy

Hodusoft

An IP PBX phone system uses internet protocol to transmit voice by converting analog into digital signals, which requires VoIP infrastructure. Auto provisioning improves functionality and reduces manual operations to provide uninterrupted services.

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Did You Avoid Contact Center Payment Fraud This Holiday Season?

Noble Systems

Fraudsters – which can include seasonal employees with bad intentions – will be tempted to steal your customers’ credit card numbers and other personal information by duping agents on calls, through phishing attacks and other blackhat tactics. Customers want contact centers to be convenient.

The Numerous Benefits of Using Voice Broadcasting Software for Business, Governments, Healthcare

Hodusoft

You can purchase it for on-premise use and you can subscribe to it as a service. Large enterprises with multi-branch operations and VoIP service providers can subscribe to the multi-tenant voice broadcasting software as a revenue generation tool.

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

Xaqt

With the rapid adoption of Contact Center-as-a-Service (CCaaS) platforms, it's now easier than ever for companies to launch their own contact center rather than outsource the function. However, with every paradigm shift, possibilities arise and usher in a new era of services.

How to Choose the Right Business Phone System?

aircall

With the growing importance of alternative channels available to customers, some businesses think that they no longer need a professional phone system. This article will cover the three main choices: PBX, IP PBX, and Virtual VoIP systems. There are subdivisions of these options, such as the distinction between onsite vs. cloud-based VoIP solutions, or between app-based and browser-based virtual systems. Virtual VoIP Software.

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7 Unexpected Benefits of Call Recordings

CrazyCall

Any time you call customer service or get a sales call you can hear the same phrase. With proper use of call recording software, you can improve both the quality of your customer service and your product. Call recordings can even be used to UX/CX research purposes as a great source of customer’s insights and stories. Call recordings can be done either over PSTN (Public Switched Telephone Network) or more and more popular these days VoIP (Voice over IP).

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New VirtualPBX Dash Plans Are Live

VirtualPBX

This change, from three plans to five, better matches our business customers to calling features. VirtualPBX CEO Paul Hammond explained that “every customer will continue to receive the same standard of 24/7 customer service and professional care we place behind all the work we do. All customers will also get at least one phone number with their signup. calling and support for any desk phone or smartphone they wish to use on an account.

Essential Call Center Tools to Increase Agent Efficiency

Calltools

Numerous industries use call centers for different purposes like providing customer services, tech support, increasing sales, and collecting debts. Plus, you can use them with practically any type of phone, including VoIP and USB phones.

How Mobile Banking is Redefining The Customer Relationship

Infinity

Like all other businesses, customers expect to be able to access digital services. As a result, mobile banking and other technologies are driving a profound change in banking and the customer relationship. Banking & The Customer Relationship.

3 Digital Customer Experience Strategies to Upgrade Your Brand

TLC Associates

For example, though brands now accept social media customer service as a means of engaging customers, they often fail to approach their overall CX from a digital mindset. Adapting to this framework not only helps businesses to better address their customers but also boost satisfaction scores and improve sales. So if you want to stay competitive in 2019, here are the digital customer experience strategies that you need to master.

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TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3

CrazyCall

In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized. Now we’ll cover the other 5 inbound call center metrics that are essential for providing the best customer service: #11. Service Level. #11. Average handling time (AHT) is an average time an agent devotes to handling customers’ calls and resolving their issues. Service Level.

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

pindrop

Business continuity plans have been pressure tested beyond their author’s expectations, with the effects felt in operations, security, and customer experience. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry.

What is Cloud Telephony: Benefits, Risks, and Reasons To Use

CrazyCall

Simply because happy customers remain loyal. Advantages of Cloud Telephony Services. Risks of Cloud Telephony Services. Reasons to Use Cloud Telephony Services. Cloud Telephony, also known as hosted telephony or cloud calling, is voice services, that replace conventional business telephone equipment, such as a Private Branch Exchange (PBX), with third-party Voice over Internet Protocol service (VoIP). Advantages of Cloud Telephony Services.

How to Choose the Right Business Phone System?

aircall

With the growing importance of alternative channels available to customers, some businesses think that they no longer need a professional phone system. This article will cover the three main choices: PBX, IP PBX, and Virtual VoIP systems. There are subdivisions of these options, such as the distinction between onsite vs. cloud-based VoIP solutions, or between app-based and browser-based virtual systems. Virtual VoIP Software.

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What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

To ensure the quality of customer service. The primary reason this number may not be included is that both the account number and the CV2 are required for would-be criminals to use a stolen card. By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

CX Experts Agree Customer Journey Maps Help Build Relationships

Avaya

Jeff was a pioneer in the VoIP industry, having created the Voice over the Net conference, co-founding Vonage. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. The challenge for customers is they often must interact with a business’s numerous touch points before they finally can speak to a live agent.

5 Things to Consider When Starting a Call Center

NICE inContact

As you begin your exploration you may encounter unfamiliar terms like “first call resolution” ACD, Erlang calculations, VoIP, PSTN, etc. Find a service provider you can trust. Make customer experience your focus. Modern contact center solutions offer so many new capabilities which make it possible to really please customers when they contact you. Do they have efficient tools to help them service customers?

How Mention Uses Aircall to Boost Sales and Customer Success

aircall

Mention, a media monitoring software company , has been using Aircall’s VoIP phone system for more than three years. Founded in 2012, Mention rapidly acquired over 650,000 customers. An inbound sales team t o onboard new users, manage existing accounts, and foster customer success. A customer support team t o provide troubleshooting product knowledge and field inbound support inquiries. Aircall’s phone system optimizes both efficiency and customer experience.

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What Is Inside Sales And How Does It Differ From Telemarketing?

CrazyCall

One of those “new” forms is inside sales, which, according to accounts such as this one by Salesloft , is growing 15 times faster than outside sales. This is because the end users want their solutions or services almost immediately and expect them to be delivered digitally. They rise to the level that blurs the line between sales and customer service. Some of them are phone, VoIP solutions, video calls, and emails. Switch to Account-Based Selling.

Cloud Phone System for Remote Teams | Maintain Business Continuity

JustCall

Cloud telephony ensures that the remote working model does not cause any compromise on the overall customer experience. Most importantly, how will you retain your customers? . More importantly, the cloud-based phone system allows you to stay connected with your clients and customers. A cloud-based phone system is a software service that allows you to host the PBX on the cloud and pay on a subscription basis. It is a voice-over-internet protocol (VoIP) based business.

Call Center Routing Benefits and Strategies

aircall

While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction. Call center efficiency and customer satisfaction vary due to one overarching reason: fluctuating demands within the confines of limited resources. Factors Creating Unhappy Customers. The Path to Happy Customers.

Virtual Call Center Software: Here’s All You Need to Know

aircall

More and more people work from home, and with the advent of VOIP technology, virtual call centers have become increasingly prevalent. Moreover, being able to rely on people in different time zones will greatly benefit your customer service. Customers are getting increasingly tech-savvy. In the case of a delicate customer service matter, customers expect to encounter informed, capable assistance, without the issue of a language barrier.

Call Center Routing Benefits and Strategies

aircall

While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction. Call center efficiency and customer satisfaction vary due to one overarching reason: fluctuating demands within the confines of limited resources. Factors Creating Unhappy Customers. The Path to Happy Customers.

Working in a Call Center: The Definitive Guide

aircall

Working in a call center means being the first point of contact for a customer getting in touch with a company. As customers in every industry become more tech-savvy, the call center model has been evolving. This is due to the increased expectations of customers. Customers want to feel valued by the businesses they patron. Therefore, if companies hope to retain their business, customer satisfaction is of paramount importance. How do you obtain customer leads?

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Outbound and inbound customer services should be constantly measured to be improved. In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Service Level. Service Level.