9. September 2021

11 Ways To Reduce Agent Attrition in Call Centers

Working as a call center agent is no walk in the park. It can be taxing, fielding call after call from frustrated clients who too often blame agents for issues over which they have no control.

7. September 2021

9 VoIP Security Vulnerabilities and How to Fix Them

VoIP security is one of those truly pernicious things that you have to keep constant tabs on. Conducting regular security audits might seem like a pain, perhaps even a waste of time, but failing to follow through can put your business in a risky position.

2. September 2021

How to develop a great customer service philosophy

The more a company grows, the greater the need becomes to have a defined set of protocols, procedures and, yes, philosophies under which to operate. This is especially true when it comes to customer service. With so many moving parts, customer service initiatives work best when they’re executed under the framework that is the customer service philosophy. Here we’ll explain what a customer service philosophy is, and how you can develop a great one for your company.

31. August 2021

What is a Deal Desk and How it Can Drive Sales Efficiency

The B2B industry is getting more and more complex. Intense negotiations with many stakeholders at once may become overwhelming. But as a sales leader, your aim is to make your team as productive as possible to increase revenues.

26. August 2021

7 Ways To Improve Your Outbound Calls Strategy

For many companies, outbound calls are the primary means through which agents communicate with clients. It’s important, then, to develop a comprehensive outbound call strategy. In this article, we’ll break down what exactly an outbound call strategy is, as well as offer some tips for how to improve your company’s outbound call strategy. Let’s get started.

24. August 2021

Phone Call Quality & Packet Loss: Why They're Important

Imagine you’re a sales agent who’s been nurturing a promising lead for the past several weeks. The client’s business would represent the largest deal you’ve ever closed — it’s important to you, your manager and the higher ups at your company. The phone begins to ring and you’re locked in. The client picks up.

19. August 2021

8 Ways to provide better, more personalized customer service

The term customer experience encapsulates the whole of a customer’s interaction with your business. It’s made up of your website’s landing pages, conversations with your agents over the phone, right up to the thank you email and receipt received after a purchase.

17. August 2021

8 benefits of Quality Assurance that will enhance support team performance

Customer service is all about providing a positive experience. How do you determine whether you do so? Sure, there are customer evaluations, yet that is only a tip of an iceberg, since most unsatisfied customers don't bother with leaving a review. They simply leave you. Businesses lose a huge amount of profit each year just because of ineffective customer service. Quality Assurance (QA) is a way to figure out what is causing your churn and how to prevent it.

12. August 2021

Why is SaaS Customer Support more Important than Ever?

Your customer support team is basically a voice of your business. Driving it towards excellence has multiple advantages that may take business to the next level. For example, it boosts your MRR and reduces churn, as well as monitoring customers' behaviour and identifying their behavioural patterns. In this blog, you'll learn some of the SaaS customer support best practices.