Small Business Call Center Technology

Call Centre Technology You Need To Stay Ahead

 

Being able to offer exceptional customer service is the primary goal for call centers, whether they are focused on inbound calls, outbound calls, SMS, chat or social interactions. Depending on organizational needs, call centers can implement an array of different technologies. These technologies can help businesses rethink the way they serve clients, so that they are providing better service and utilizing resources more effectively.

 

CTI – Computer Telephony Integration

CTI is a type of technology that enables computer and telephone systems to interact together. When agents using, CTI receive incoming calls, a screen pop up is displayed, showing the caller’s account information on the agent’s computer screen. This saves time for both parties by giving the agent the customer info they need to lead the call and solve the problem.

 

ACD – Automatic Call Distributer

This telephony system recognizes, answers and routes incoming calls to the terminal or agent that is best suited to handle the caller’s needs. Knowing where to send incoming calls before they are answered is a huge help for companies receiving a large volume of calls. It also helps meet the customer’s needs more efficiently.

 

CRM / Call Center Serving Application

CRM software gives agents all the customer info they need to solve a customer’s needs as quickly as possible. Agents can also use the servicing application to document customer interactions that can be brought up if the caller needs more help in the future. These systems enable an organization to provide insight to all customer interactions across business units.

 

Call Recording Systems

This is helpful should an agent or manager need to review what happened on a call. More advanced recording systems can record calls, as well as any other interactions associated with the call, such as emails and chat sessions. Call recording can be historical or in real-time, allowing call center supervisor to intercept an off-script or out of the norm call and provide on demand coaching.

 

Having all the technology in place, so that your businesses’ call center can run smoothly is crucial if you want to give your customers an experience worth repeating. Be sure to visit the Bullfrog Blog often for more tips on marketing, productivity and risk mitigation.

 

How To Avoid Summer Burnout

Summer is coming – here’s how to avoid getting “burnt out”.

 

Summers are hard for a lot of businesses. Business slows down and the calls of the beach and BBQs make it mentally difficult to stay inside and focus on growing your business. Even though you love your business and want to see it grow, you can start to feel a little burnt out and less productive than you should be. We’ve all been there! Here are some tips to help avoid that summer burnout, so you can enjoy your business and the nice weather.

 

Put more focus on the things you value: Go grab a pen and paper and write down everything that you did last week. How many times you tweeted, wrote an article, time spent on emails, etc. Then cross off everything that you did that didn’t provide value to your business. By doing that you’re likely to find that you waste a lot of hours doing work that you don’t really have to do, stuff you just picked up along the way. Use the summer months to rid yourself of these “extra: tasks to help you re-focus your effort on the things that do provide to your business.

 

Revamp your business: It’s not the amount of work that causes us to feel burnt out; it’s the type of work.  When you’re working smart and being innovative, you feel like you can go all night. Your body isn’t tired, your mind is. Take the summer to jump-start things and get a little daring. Doing so will help you come up with exciting new marketing plays for your business and it will also help you mentally reinvest in what you’re doing.

 

Re-adjust expectations: Our lives tend to get a little busier in the summer. If you’re starting to feel a little burnt out trying to squeeze in the same amount of work in a shortened amount of time, it may be time to readjust your expectations. Shorten your “To Do” list and allow yourself some extra slack. Your sanity will thank you later. So will your children.

 

Treat yourself: Put the fire back into your business by taking some time to invest in it and in yourself. The summer months are often chock-filled with networking opportunities. There’s an increased number of conferences, seminars, webinars and networking events – take advantage of them. However, you decide to do it, the best way to feel inspired is to arm yourself with new information and techniques for growing your business.

 

It’s okay to feel a little less excited about working during the summer months. However, by changing things up a bit, realigning your expectations and finding new ways to fuel your flames, you’ll find that this summer may be the most exciting one you have yet.

Be sure to visit the Bullfrog Blog often for more tips on marketing, productivity and risk mitigation.

 

Fraud Protection For Small Business

Fraud Management Tools for Every Small Business

 

If you’re a small business owner that accepts payments, both in-person and online, protecting your customer’s sensitive data is crucial. It not only saves you money from having to pay for any chargeback fees, but it also builds trust among your customers for future purchases.

 

Even if your business has never experience fraud before, it’s important to know that the threat is there. It’s better to play it safe then lose everything, check out the following fraud management tools that could help your small business.

 

Fraud.net

If your small business already has a fraud management program, this tool can work with it or as a full-service solution on its own. It’s capable of targeting fraudsters, predicting their behaviour and containing data breaches. All of which can save your business from a PR nightmare.

 

Simility

Like Fraud.net, Simility uses machine learning to discover any fraudulent behaviour before anything serious is done. The data is presented in a clear and actionable manner and is very simple to install. It can also be customized for a wide range of industries.

 

Chargeback

This tool integrates with PayPal, Stripe, Authorize.net and Shopify and provides insights and reports so that you can make more informed decisions. It will give you a notification when a card has been deceived so that you can take the appropriate actions, like cancelling recurring billing. Also, notifying the customers so that you can resolve any disputes before they escalate.

 

There are plenty of different methods and programs your small business can use to help prevent fraud, even though these tools can help reduce the risk of fraud, you also need to educate your team and customers to be vigilant, learn from other breaches and audit your point-of-sale-systems consistently.

 

Be sure to visit the Bullfrog Blog often for more tips on marketing, productivity and risk mitigation.

 

Business Website Checklist

A checklist to help you build a terrific business website

 

The greatest part about being online, it that it technically never closes. With that being said, it’s definitely worth your while to build a website for your small business. If your customer can’t find what they came for or your site is too complex to navigate, you’ve just lost a customer.

 

FAQ

Your frequently asked questions page should be the one-stop shop for any potential questions. Most websites will have an FAQ section, but will often fail to provide a detailed and complete set of answers. Your goal is to get your customer’s questions answered as quickly as possible. The more detailed your FAQ section is, the less work you’ll create for your customer service department.

 

Clear Description of Product and Service Offerings

This may seem like a no-brainer. The truth is, many websites fail to provide a clear description of their products or services offered. They often focus too much on the marketing and sales jargon which may actually turn away prospective buyers. Listing out your products and services clearly will also help boost your overall SEO as well.

 

Meet the Team or About Us Page

People like to do business with people. By providing an ‘About Us’ page that will give your potential customers insight on the faces behind the business and what your purpose is. Your ‘About Us’ page should have the following:

  • How the business was formed and what guides your business philosophy.
  • What your business provides based on your customer’s needs.
  • How your business differentiates from your competition and how you plan to tackle your specific niche.
  • Who are your core team members and include a brief background.

Optimized Payments

If your small business website also serves as an online store, then it’s important that you provide your customers an optimized payment experience. Look to integrate with a payments platform that best fits your small business needs. Payment fees and pricing will vary quite a bit across providers, solely because each business has different payment needs.

Think about what’s required to attract and retain your customers. For starters, implement these four essential items if you haven’t done so already.  Be sure to visit the Bullfrog Blog often for more tips on marketing, productivity and risk mitigation.