3 Best Free Softphone Software

Published June 9, 2020 by Pritam Tamang

Is your company looking to reduce costs related to business communication? If so, explore softphones that are cheaper communication tools than traditional phones. Software phones, also known as softphones, can help reduce call costs significantly. Your... Continue Reading

5 Popular and Free Live Chat Software Tools

Published May 5, 2020 by Ankita Singh

These free tools allow you to address customer concerns quickly to boost satisfaction and increase retention. In 2019, 36% of U.S. shoppers used live chat to engage with customer service teams, making it one of the... Continue Reading

Customer Insights: Top 3 Easy-to-Use CRM Software

Published February 26, 2020 by Collin Couey

Customer relationship management is about focusing your efforts on the customer, not the tools that enable customer care. Customer relationship management (CRM) can refer to both a business strategy for building customer relationships and the technological... Continue Reading

3 Help Desk Tools Best Reviewed for Ease of Use

Published January 15, 2020 by Kristen Bialik

Help desk agents are constantly solving problems—let other agents help you find the right help desk software through reviews. Help desk work is challenging—agents are tasked with solving a rapid stream of customer problems and they... Continue Reading

5 Call Center Interview Questions to Help Hire the Best

Published October 30, 2019 by Kristen Bialik

Asking the right questions is one step toward ensuring you make the right hires. Call centers suffer from high employee turnover rates. The mean annual attrition rate for U.S. contact centers was 31% in 2018, and... Continue Reading

How to Diagnose and Cure Your Customers’ Pain Points

Published October 16, 2019 by Kristen Bialik

Customer experience professionals can’t solve customer problems without knowing what they are. All businesses like to imagine their customers are having pain-free experiences. But sadly, that’s not the reality. About half (45%) of U.S. customers say... Continue Reading

Stop Wasting Vital Resources Over-Delivering to Your Customers

Published October 10, 2019 by Kristen Bialik

The age old advice to “under promise and over deliver” is flawed. Deliver on what actually matters to your customers. Business leaders have heard for years that they should under promise and over deliver, or exceed... Continue Reading

The Year Ahead: What Customers Want in Their In-Store and Online Experiences

Published September 25, 2019 by Kristen Bialik

What makes good online and in-store customer experiences? Here’s what your customers think. A majority of U.S. customers now prefer to shop online, according to a recent Capterra survey. Overall, 60% of U.S. customers who completed... Continue Reading

A Year in Customer Service: What Your Business Can Learn From Our Customer Service Survey

Published September 20, 2019 by Kristen Bialik

As service engagement channels proliferate, you need to know where your customers are and where they want to be. Our survey asked them. In the past year, how have your customers engaged with customer service, either... Continue Reading

5 Best Practices for Call Center Management Success

Published September 16, 2019 by Cathy Reisenwitz

The only thing harder than working in a call center is managing one. Insanely high standards cause stress, and can lead to massive turnover rates. Sometimes it even seems like you’re being set up to fail,... Continue Reading