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Using Multiple Channels to Amplify Customer Experience

November 15th, 2017

Certain customers prefer that you contact them through a particular mode of communication. Whether it’s by phone, through email, or sending a text message, meet customers where they want to hear from you. Exceed customer expectations by paying attention and reaching out on the right channel.

5 Inbound Call Center Metrics You Should Be Tracking

November 1st, 2017

Everyone understands the importance of tracking Key Performance Indicators for your inbound call center. Without them, you’re operating in the dark and giving yourself little direction to work with. Which inbound call center metrics should you track, though?

Supercharge Your Small Business CRM

October 18th, 2017

Small business CRM helps you keep track of all your clients but should you include other features in your software? Find out what you need from your CRM and put each option to the test before making a purchase decision.

Incorporating Business SMS Into Your Inside Sales

October 4th, 2017

Catapult interactions to the next level when you incorporate conversational business SMS messaging into your inside sales and customer retention process. Give customers the opportunity to respond on their own time while still receiving the message they need.

Building Rapport: Gaining Steam From Open to Close

September 20th, 2017

Learn a few ways to build and maintain rapport between agents and leads, from the time they’re prospects until they close as customers. Never discount the customer experience and the importance of continuing to build rapport during every interaction.

Prioritize Calls With Inbound Skill-Based Routing

September 11th, 2017

Inbound Skill-Based Routing distributes calls to agents based on skill level, with your highest-performing agents receiving calls first. Make sure your customers receive the best experience possible when you distribute calls from top to bottom.