CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

Select VoiceCom Blog

NOVEMBER 17, 2022

One way to ensure quality among customer service employees is to track and measure the team’s performance with metrics and key performance indicators (KPIs). Here, the guide lists everything you need to know about metrics and KPIs to ensure your goals are on track. What are Call Centre Metrics & KPIs?

Metrics 52

Metrics Customer Service Abandon rate Interactive Voice Response 52

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. And this enables great customer service and collaboration among teams.

voip 86

voip Accountability Customer retention Technology 86

aircall

JUNE 27, 2022

The connected business phone joins a rare breed of businesses, only 8 years after its creation. This ecosystem currently integrates with more than 100 leading business tools, including Salesforce, HubSpot, Microsoft Teams, Intercom and more. This is a strong indication of the worldwide demand for technology solutions.

call center software 105

call center software Call Center Metrics Marketing 105

aircall

OCTOBER 12, 2022

In an announcement from UK Secretary of State for Health and Social Care Thérèse Coffey, she shared a new plan to help healthcare providers see more patients more quickly by investing in cloud-based phone systems. . Why Cloud-Based Phone Systems Can Help. Aircall: The #1 Phone System for Healthcare Providers in the UK.

Healthcare 71

Healthcare Wait times Analytics Metrics 71

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge. On-Premise PBX. Cloud-based PBX.

voip 98

voip Analytics industry standards Government 98

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

SaaS 59

SaaS Metrics Accountability industry standards 59

aircall

JUNE 23, 2022

Aircall Wins RemoteTech Breakthrough Award For “Business Phone System Innovation of the Year”. In 2021, RemoteTech Breakthrough chose Aircall as “Overall Remote Communication Solution of the Year.” Annual Awards Program Recognizes Innovation in the Global Remote Technology Industry.

APIs 62

APIs Metrics Technology Sales 62

Callminer

AUGUST 1, 2017

One of the most important aspects of a call center is that phone traffic flows correctly…”. Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Having a reliance on this type of solution is intrinsically inefficient.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

FEBRUARY 6, 2023

In a competitive market, the right cloud-based business phone solution should keep up with your growing business needs, support your team, and provide exceptional value for the price. But how can businesses ensure their phone provider meets their current needs and allows enough room for potential growth?

Interactive Voice Response 62

Interactive Voice Response virtual call center CRM Call Center 62

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Most call center software solutions fall under one of these common types.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

NobelBiz

OCTOBER 22, 2024

At NobelBiz, we take pride in providing solid omnichannel solutions that put these technologies together to achieve maximum performance and high customer satisfaction in call centers. Build a Data-Driven IVR and Call Routing Setup Analytics also play an integral role in bringing more effective IVR systems and smart call routing protocols.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

aircall

OCTOBER 13, 2022

For ops management teams—with countless workflows to oversee and not enough time to oversee them— losing time due to inefficiencies translates to 20% to 30% in business revenue losses annually, according to market research giant, IDC. Operational efficiency is the precursor to overall business efficiency. But it’s not the worst part.

Management 118

Management Sales Consulting Consulting 118

aircall

NOVEMBER 22, 2022

The current business landscape and challenging economic climate have resulted in a call for cost savings and enhanced efficiency. This refocusing of priorities has seen operations teams and ops managers, in particular, explore solutions to business challenges that offer streamlined processes and the greatest return on investment (ROI).

Consulting 62

Consulting Consulting Management Metrics 62

Monet Software

JULY 30, 2019

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. The objective of analytics is to describe business performance, and both predict and improve future performance. It also refers to the drawing of conclusions from the examination of that data. Performance Analytics.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

aircall

FEBRUARY 1, 2023

As your team grows and your needs change, your cloud-based business phone solution should evolve with you. Its pricing module differs from other alternatives by including per-minute call rates depending on the country businesses are calling from. Aircall Free Trial?

Customer Experience 62

Customer Experience Interactive Voice Response Analytics CRM 62

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. Reports highlight that 83% of callers would avoid a company after a bad brush with the company’s IVR system. What you deem high call volume varies depending on the size of your business and the industry in which it operates. Drowning in calls during peak season?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

aircall

JANUARY 23, 2023

Cloud-based phone systems have switched from a novelty to a necessity—and it’s clear to see why. Over 59% of small businesses achieve productivity benefits from a shift to the cloud while saving up to 90% of all communication costs. At first glance, a free business phone solution can seem like an attractive offer.

virtual call center 62

virtual call center Analytics Interactive Voice Response Metrics 62

Hodusoft

OCTOBER 17, 2024

By using our sophisticated call and contact center solutions, our customers have succeeded in taking their customer service to an altogether different level. In this blog post we discuss how AI and omnichannel support can elevate customer service in call centers. AI has revolutionized the way businesses interact with customers.

Call Center 52

Call Center Customer Service Contact center software Chatbots 52

Lumoa

JANUARY 15, 2024

One effective solution lies in conversational commerce. Similarly, AI-powered chatbots mean businesses can offer 24/7 support. Combined with Natural Language Processing (NLP) and Machine Learning (ML), it gives businesses even more options for interacting with clients and leads. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Comm100

APRIL 22, 2024

This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

Chatbots 54

Chatbots Feedback Customer centricity Wait times 54

aircall

JANUARY 25, 2023

Choosing a cloud-based call center solution for your business is a time-consuming process. We’ve ranked and rated them so you can find the provider that best fits your business needs. Genesys is a cloud-based contact center as a service (CCaaS) solution. What works for one business might not be the best fit for you.

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics Coaching 62

VirtualPBX

MAY 17, 2023

In today’s fast-paced world, businesses are increasingly turning to automated solutions to streamline their support processes. One such solution is harnessing the power of ChatGPT for auto reply messages. Scalability : As businesses grow, managing customer inquiries can become challenging.

Customer Support 85

Customer Support Best practices CRM Consulting 85

aircall

NOVEMBER 16, 2022

As an operations leader, finding a system that integrates with your team, streamlines processes, increases customer engagement, boosts sales, and optimizes operations is a daunting task. To help you find the right business phone system, we’ve compiled a list of the top 3CX alternatives that support you, your team, and your business goals.

CRM 62

CRM call center software APIs Government 62

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. Novocall offers arguably limited support resources and phone features, shortcomings that might inhibit its ability to provide holistic support to growing businesses.

Sales 62

Sales CRM Morale Interactive Voice Response 62

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency. This can lead to cost savings in staffing expenses.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

JustCall

DECEMBER 21, 2022

If you are running a business with multiple departments and helpline numbers, you would understand the need for an automated system that directs callers to the right representatives without taking up manual time and effort. Hence, every business needs a customer service system that is fast, smooth, and efficient.

Interactive Voice Response 52

Interactive Voice Response Call Center Self service Contact Center 52

aircall

NOVEMBER 7, 2022

To understand how to further optimize your operations workflows (and limit the amount of time you spend on low-value tasks), we’ll take a look at a commissioned Forrester Consulting Total Economic Impact™ study to see how a composite organization saved 20% in operational admin time by switching to Aircall’s cloud-based phone system.

voip 48

voip Consulting Consulting Sales 48

aircall

JANUARY 11, 2023

Choosing the right cloud-based phone solution for your business often centers around standard features like call transfers, voicemail, and unlimited text messages. Should Your Business Look for an 8×8 Alternative? When looking for a cloud-based phone provider , it’s easy to feel lost in a saturated market.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. Call center development is an essential subset of any overall business development plan. He’s right!

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

aircall

JANUARY 7, 2023

Whether you are looking to switch from a basic phone to voice-over-internet protocol (VoIP) or if you’re looking for a scalable solution to replace your current cloud-based phone system , there are plenty of options on the market. In the sea of business phone solutions, Grasshopper is a popular contender.

voip 48

voip Analytics CRM Call Center 48

JustCall

MARCH 23, 2021

Do you have a dedicated phone number for your business? The business phone number is one of the main points of contact for customers. But, what exactly is a business phone number? Which business number should you go for? In this blog post, we will help you answer all these questions.

voip 98

voip Interactive Voice Response CRM Analytics 98

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. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. Customers today expect seamless and personalized interactions across all touch points.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

TeleDirect

DECEMBER 14, 2023

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. How do we manage this as a national business process outsourcer? Let’s explore our integrated technology stack and how it benefits your business.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62