Select VoiceCom Blog

AUGUST 1, 2023

Collecting and reporting customer data and metrics A customer service team can continuously refine processes and provide better customer support by leveraging data. They track customer satisfaction, response times, issue resolution rates, and other relevant metrics.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 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. Here are four steps to help you assess the specific needs of your customer-facing teams: 1. Looking for a reliable cloud phone system?

Morale 52

Morale Sales Feedback Construction 52

JustCall

MARCH 9, 2023

In this article, we will decode everything you need to know about customer service and what it takes to drive customer service success. What is Customer Service? Improved employee morale: Providing good customer service requires a well-trained and motivated workforce.

Customer Service 40

Customer Service Morale Chatbots Customer Care 40

Nicereply

JULY 24, 2019

After researching different CSAT platforms, we decided to move forward with Nicereply because of its ease of use and ability to integrate with our CRM.”. Neat company integrated Nicereply into their CRM system Salesforce. This allows everyone in the company to get a comprehensive understanding of each customer and their history.

CRM 75

CRM Morale Feedback Banking 75

Expivia

FEBRUARY 26, 2024

Whether it’s a credit union’s core system or a retail chain’s CRM, seamless integration into your telephony platform is essential. This step ensures that all customer data is centralized and accessible, enhancing the customer experience.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

aircall

JANUARY 13, 2023

This article compares some of the top Novocall alternatives for anyone looking for new business phone solutions that will scale sales numbers and customer support value scores—all while keeping costs down. Once your team has closed the deal, you should be able to continue nurturing your customer relationships.

Sales 62

Sales CRM Morale Interactive Voice Response 62

Method:CRM

JULY 11, 2022

While many factors contribute to customer experience, the primary touch points are people and products. Have you ever been impressed by how helpful a product is, or delighted at just how invested a customer support rep is in solving your issues? These are examples of how people and products deliver a great customer experience.

Customer Experience 52

Customer Experience Journey mapping CRM Metrics 52

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. Support Team Structure Option 1: A Two-Tier System. A popular option for larger teams, the two-tiered system essentially structures customer support into two categories: simple fixes and more sophisticated issues.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. Support Team Structure Option 1: A Two-Tier System. A popular option for larger teams, the two-tiered system essentially structures customer support into two categories: simple fixes and more sophisticated issues.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

Nicereply

DECEMBER 7, 2022

Next, ensure that the new employee understands the customer’s needs and how they can handle customer feedback. This can be done through customer support training, which will help the new employee learn how to communicate effectively with customers and understand their issues. Build a knowledge resource.

SaaS 52

SaaS Morale Feedback Accountability 52

ProProfs Blog

MARCH 26, 2020

To sum things up, missing chat opportunities might make them look incompetent to you and your business in the eyes of your customers. To tackle this, you can divide the chat limit within all the customer support operators so that your business ends up with more sales opportunities with less support. Tweet this.

Upselling 134

Upselling Customer Support CRM Management 134

OctopusTech

AUGUST 31, 2022

If you are using an easy communication method by constantly adding value to the service, then you will successfully grow your customer base and create a delightful customer experience. IVR in call center acts as both a cost-effective and time-efficient tool for delivering customer support to your clients.

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

Hodusoft

SEPTEMBER 23, 2021

In fact a survey by Gartner found that organizations can cut customer service costs by 25% with knowledge management systems in place. The study throws up interesting insights that every customer service leader should know. . 35% reduction in the time that it takes to train a new customer support representative .

Call Center 52

Call Center Surveys Self service Morale 52

aircall

APRIL 30, 2021

A sales or support agent’s skillset. Inputs for customers into an IVR system. Other relevant criteria relating to your CRM. The right features ensure your customer’s are served efficiently. Allows you to serve customers in their preferred language. Customers are online at all hours of the day and night.

Interactive Voice Response 62

Interactive Voice Response Contact center software Sales CRM 62

3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Quality Contact Solutions

DECEMBER 31, 1969

One that impacts productivity and morale of the entire department. Reactivation of Lapsed Accounts: there’s a gold mine of accounts in your CRM. While it won’t drive 50% close rates, it will likely provide the incremental revenue needed to help support the outbound telemarketing efforts. Anyway, I digress.).

Telemarketing 64

Telemarketing outsourcing Sales Morale 64

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. Support Team Structure Option 1: A Two-Tier System. A popular option for larger teams, the two-tiered system essentially structures customer support into two categories: simple fixes and more sophisticated issues.

Interactive Voice Response 48

Interactive Voice Response Morale Construction Technical Support 48

Method:CRM

SEPTEMBER 7, 2022

Whenever you hit a wall in figuring out how to make a great customer experience, talk to your employees for suggestions. Not only does this help you better your customer experience, but it also shows employees that they’re valued, improves morale and engagement, and makes them even more willing to help customers.

Customer Experience 52

Customer Experience Metrics Journey mapping Feedback 52

Zingtree

MAY 1, 2015

Training alone is not enough to account for consistent customer service delivery; the software that customer facing agents rely on is equally important. The technology surrounding CRM platforms is evolving and nowadays it is easier to stay nimble thanks to cloud technology. Professionalism matters.

Morale 48

Morale CRM Scripts Contact Center 48

Babelforce

JULY 14, 2022

In this post: What is a CRM call center? The benefits of implementing a CRM call center Best practices for the CRM call center. Effective customer relationship management (CRM) is crucial for any business that wants to scale and succeed. What is a CRM call center? Best practices for the CRM call center.

Best practices 52

Best practices CRM Call Center Average Handle Time 52

CustomerSuccessBox

APRIL 29, 2022

If not, start focusing on customer retention. Plan the best SaaS Retention strategies that ensure customers stay with you for long. The moral of the above story is- If you have a high customer churn rate, no matter how many new clients you get, your business and revenue will suffer.

SaaS 52

SaaS Customer retention Metrics B2B 52

Quiq

MAY 26, 2022

The moral of the story? Don’t prioritize new channels over customer service. Pick the right channels for your customers. You likely already have an idea of which channels your customers use frequently. Include self-service in your omnichannel strategy.

Self service 67

Self service Morale Surveys Customer Service 67

JustCall

SEPTEMBER 5, 2023

Many teams have used call recording to improve customer experience and generate more revenue. The integration with their preferred CRM, HubSpot, enabled the investor care team to initiate calls directly from the platform, automatically logging and recording each interaction in the relevant contact’s record.

Real estate 52

Real estate Construction Feedback Morale 52

aircall

JANUARY 11, 2017

Customer self-service resources can take the following forms: FAQs: a collection of recurring and obvious questions and queries related to your product or service. Knowledge bases: a centralised database of useful information, usually part of your CRM. Rescue your support agents. Let’s try to convince you as well.

Self service 81

Self service CRM voip First call resolution 81

Quiq

MAY 26, 2022

The moral of the story? Don’t prioritize new channels over customer service. Pick the right channels for your customers. You likely already have an idea of which channels your customers use frequently. Include self-service in your omnichannel strategy.

Self service 52

Self service Morale Surveys Customer Service 52

NobelBiz

FEBRUARY 15, 2023

In this article, we answer the question of how to build an excellent customer support team. By the way, it is not only companies that need to employ customer service agents. As a very simple matter of fact, social media has become a helpful tool in customer service. How to build an excellent customer support team?

Customer Support 52

Customer Support CRM Contact Center Analytics 52

aircall

MARCH 7, 2017

After call work, or ACW, encapsulates all the tasks which a customer support or sales representative must complete once they’ve terminated a call. Ending a call, no matter how satisfied the customer is when the call ends, doesn’t mean that it’s a wrap. Updating your CRM and/or help desk. Looking into customer feedback.

call center software 76

call center software Call Center Coaching CRM 76

Enghouse Interactive

JULY 29, 2021

All calls can (and should) be linked with the caller’s profile within the CRM system for optimal benefits. This helps the organization gather its own first-party data , which can also accelerate developing the most comprehensive customer profiles possible.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Dialer 360

MAY 3, 2023

If you want to drive more sales and increase revenue, you have to go beyond answering customer questions and resolving problems. You need to develop a great team for better customer support. However, they create a wow moment that inspires customer stories and increases trust in your business.

Call Center 26

Call Center Sales Abandon rate Scripts 26

aircall

MARCH 7, 2017

After call work, or ACW, encapsulates all the tasks which a customer support or sales representative must complete once they’ve terminated a call. Ending a call, no matter how satisfied the customer is when the call ends, doesn’t mean that it’s a wrap. Updating your CRM and/or help desk. Looking into customer feedback.

call center software 48

call center software Call Center Coaching CRM 48

SmartKarrot

SEPTEMBER 21, 2023

Collaborate Across Teams: Account expansions cannot be the sole responsibility of the account management or the customer success team. It needs collaboration with marketing, product, and customer support teams to be effective. Recognizing effort and achievement can be a massive boost to morale and motivation.

Scripts 10

Scripts CRM Accountability Feedback 10

Enghouse Interactive

OCTOBER 19, 2020

Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. But, relying on that only provides one dimension (layer) of an answer. The real data is buried in the commentary from each and every conversation that takes place.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

JustCall

APRIL 3, 2023

But while cold calling is still very much a part of the sales process, manual dealing and waiting for people to answer is highly time-consuming and frustrating, especially leading to the sales folks losing their morale. This makes it ideal for a seamless customer support experience across businesses of all shapes and sizes.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

Fonolo

SEPTEMBER 15, 2020

The ease and availability of the services offered by the big banks often outweigh any moral outrage. They make processes simpler and cheaper, and they’ve taken customers from the big banks by doing it. They don’t like them, and they’re happy to switch providers to support a cause, but only if it ‘just works.’

Banking 125

Banking Finance Interactive Voice Response Morale 125

Netomi

JANUARY 5, 2022

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

AUGUST 6, 2021

Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more. Option to like and add public comments for your employees to boost their morale. Pricing: Custom pricing. Pricing: Custom pricing. CRM+ plan at $55/month. Culture Amp.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

JustCall

DECEMBER 23, 2022

Once the call connects, the auto dialer will either: Connect the call to a live agent Play a pre-recorded message for the prospect/customer on call. Helps boost agent productivity: If you think your customer support agents can work round-the-clock without any hiccups, think again. 6 Benefits of Auto Dialer. Wrapping Up.

Call Center 52

Call Center Telecommunications Morale Banking 52