The VoIP Report Weekly Roundup – May 26, 2017
Missed something on The VoIP Report? If so, check out the weekly roundup May 26 and see what happened in the world of VoIP this week.
This week on TheReport we discuss how VoIP helps bring sales and marketing together. We also share some tips on protecting your business from a ransomware attack. Finally, we give you insight into how to improve the call center customer experience.
If you missed any of our articles or any of this week’s industry news check it out below.
VoIP Brings Sales and Marketing Together
In many businesses, sales and marketing teams work independently despite focusing on the same customers and prospects. This can lead to duplication of effort and the risk of inconsistent communications. To overcome this problem, executives try to integrate sales and marketing operations by sharing data and insights and developing joint campaigns.
When it works, sales and marketing integration can provide greater insight into customer behavior, improve campaign performance, strengthen the company’s brand, and increase revenue and profit. It also improves the productivity of sales and marketing teams.
VoIP (Voice over Internet Protocol) plays a central role in sales and marketing integration by providing a range of advanced communication tools that both teams can use in conjunction with a shared customer relationship management (CRM) system. The shared CRM system helps individual sales and marketing professionals coordinate their communications based on a consistent view of a customer or prospect.
Protecting Yourself from Ransomware: Best Practices to Follow
No computer is immune to a ransomware attack. An especially vicious type of malware, cyber criminals use it to encrypt computer files. And so, they stay, locked up and inaccessible until the cyber victim pays a fee, thus the name ransomware.
The 2016 stats are in
Sad to say, present day technology has yet to come up with a solution to the problem other than software patches and security updates. And the criminals know it. The number of brazen attacks grows year after year. 2016 was a record-breaker. Ransomware incidents grew 6,000% when compared to 2015. And keep in mind these were only the reported incident. Many victims pay their ransom but never report they’ve been victimized.
Creating a Better Call Center Customer Experience
Names fall in and out of vogue. Somehow customer service departments became call centers. Customer service suggests that the person who answers the phone will be the frustrated customer’s guiding light and problem solver. The name call center is impersonal. It’s also associated, for better or worse, with jobs outsourced to other shores. Think about it. Call center. Doesn’t it make you think of a room filled with phones with blinking lights?
If you’ve ever worked in customer service you know that for every blinking light, there’s a customer growing increasingly frustrated. That’s hardly the type of experience that makes a first-time caller anxious to do business with the company, is it?
According to the Harvard Business Review, 40% of customers who have bad call center experiences stop doing business with the company. The same experiences that frustrate customers impact call center agents as well. It explains why call centers have employee turnover rates
The same experiences that frustrate customers impact call center agents as well. It explains why call centers have employee turnover rates between 30 and 45%. Contrast that with a composite turnover rate of 15% for all industries in the United States.
So, it would seem if you want to create a better call center customer experience, the best place to start is with the agents.
In the News
Expect the Unexpected: How to Increase Business Protection
How Financial Services Can Benefit from Robotic Process Automation
Creating a Collaborative Digital Workspace for Borderless Businesses
Tell a Story: How to Calculate Your IT Value
How to Run Your IT Operation Like a Business
Is Your Business Liable for Cyberattacks
What Goes Into Creating a Voice User Interface
Constant Contact: 7 Questions to Ask About Your Contact Center
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