Your contact center is critical to your organization’s success. But as the customer journey has evolved, so have customer expectations. Your customers, clients, and donors expect to be able to contact you when they need to and how they want to – and know that the person on the other end of the line will […]
A great customer experience is critical to your organizational success. Strategically sourcing feedback and qualitative data from service recipients and donors help you identify what’s working – and what can be improved. ACD offers a variety of automated survey collection solutions specifically designed to help your organization deliver exceptional customer service. Here’s what to know
Contact center data can provide powerful insights into your business operations, helping you identify leads and increase and improve your service levels. Don’t be among the 61% of businesses who fail to adequately capture and make sense of this data. Here’s what to know about gathering and analyzing contact center data – and using it to drive organizational
Your contact center is a critical part of your customer service infrastructure. Done well, it can deliver timely, customized customer care. And in a world where customers have high expectations regarding how quickly and how well their questions and requests are dealt with, delivering excellence is a must. Here are six key customer service failures you
Your contact center is one of the most critical parts of your organization. It’s key to the customer experience and ensures that donors, customers, or clients can easily get in touch, get their questions answered, process payments, or troubleshoot issues. But traditional contact centers are expensive to run, require extensive infrastructure, and are often set
The phone is what customers reach for when they want to place an order or ask for help. Sales and customer support are two of the most critical areas of your business in terms of winning and retaining customers, so ensuring the phone experiences are seamless is vital. Here’s why a quality phone experience matters
Gone are the days of siloed business operations. Thanks to the rise of cloud-based Software-as-a-Service (SaaS) solutions, organizations can now seamlessly integrate different departments and workflows. The result is new opportunities, new efficiencies, and increased revenue. Here’s how you can leverage SaaS software to sync up your sales and support teams for business success.
How and why consumers interact with brands has undergone a significant change. So too, has the typical sales funnel. Consumers now engage with brands across multiple channels and in a non-linear way before converting but expect a streamlined, seamless experience without redundancies.
Promptly and efficiently handling incoming calls is critical to the success of your business or charitable organization. But without the proper infrastructure and personnel numbers, your mainline can quickly become a bottleneck. Customers or donors can spend too long waiting for someone to pick up, and your support staff can waste valuable time redirecting calls
With the holiday season comes string lights and eggnog – but also a seasonal increase in consumer demand. For some organizations, the holiday spike brings stress and supply chain issues. For others, it’s an opportunity to reach new customers or build relationships with existing, loyal ones.