One of the most revealing and valuable indicators is the First Call Resolution or FCR. There are various indicators to evaluate the efficiency and quality of the service. However, one of the most revealing is the FCR, or first contact resolution. Although its name may sound technical, this indicator reflects one of the essential objectives in customer…
The way companies manage customer experience can be the key to gaining or losing customers. Today, more than ever, customers expect fast , accurate and available responses at all times, regardless of the time or communication channel. For Contact Centers, which are the direct point of contact with the customer, meeting these expectations can be a constant challenge ,…
Telephone debt collection is a delicate process that, when executed effectively, not only helps to recover debts, but also strengthens customer relationships. For many professionals, each call represents a challenge : how to approach the conversation to obtain positive results without losing empathy? Building a proper script for each phase of the collection is key to achieving…
Before you even build your lead generation funnel, create a lead capture form, and design a landing page, you need to create a lead magnet. This very first step will affect the success of the whole lead generation campaign and determine whether your digital marketing strategy is effective or not. In this post, we’ll introduce you…
Email is one of the most popular communication channels in the world, with more than 4.4 billion email users globally. And it’s really effective. According to a survey from Salescycle, 59% of people claim that their purchase decisions are influenced by marketing emails. The same survey found that 50% buy directly from a marketing email every month. Outreach email…
You probably don’t need me to tell you just how impactful email marketing can be. But it’s still worth looking at the numbers because they make for pretty impressive reading. According to a survey from Litmus, the average email marketing program delivers a return on investment (ROI) of $37 for every single dollar spent. Even more…
Your ideal client prefers searching for your products or services online rather than speaking with sales reps. In fact, 81% of consumers do their own research before making a purchase, and 68% of customers don’t want to speak to your sales team. To target these potential clients, you’ll need to make some adjustments to…
It takes visitors as little as 0.5 seconds to form an opinion about your website. This gives you a very small window of opportunity to make a good first impression. Developing and designing a top-notch website for your brand is vital if you want to build credibility, earn your prospects’ trust, and get referrals. Research shows that: 75%…
Creating a personal connection with your audience can feel like an elusive goal. However, one powerful way to boost this engagement is through scrapbook personalization. When you customize your scrapbooks, you’re not just assembling images and text; you’re crafting a narrative that invites readers into your world. This approach does more than showcase moments –…
Despite videos’ proven success in reaching and persuading consumers, many companies still shy away from using videos in their marketing, sales, and social media content. Anyone who’s taken a stab at adding videos to their content mix knows there’s a learning curve. Even though it’s not easy to get started, 92% of video marketers…
For your business to grow and thrive, you need to generate a steady stream of inbound leads. However, lead generation can be a huge challenge for sales and marketing teams. In fact, over 61% of marketers say that generating high-quality leads is their biggest challenge. Luckily, with the right inbound lead-generation strategies, you can nurture leads into…
Email is undeniably an effective platform for lead generation. However, with users receiving over 40 emails daily, it’s getting harder to stand out in a crowded inbox. In fact, 61% of marketers say this is the biggest challenge they face in digital marketing. So how do you get potential customers to fill out that all-important email opt-in form…