Category

Customer Experience

Stories From the CloudCall Office: 3 Recruitment Nightmares!

By | Candidate Experience, Customer Experience, Recruitment

“The modern recruitment industry is becoming increasingly competitive, and providing candidates with a positive experience is key to securing their interest and standing out from the crowd.”

But let’s be honest. Sometimes, the experience isn’t going to be great.

As you all know, the recruitment process can be fraught with calamities, pitfalls and disaster. Everything that could go wrong probably has gone wrong at some point in your careers.

Here at CloudCall, we’ve all been through the process in one way or another. While we’ve helped countless recruiters provide a better candidate experience, there are some situations that we just can’t help you with. So, we thought we’d go around the office and give you some of our worst recruitment nightmares.
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3 Ways to Use CTI to Increase Recruiter Productivity

By | Candidate Experience, Customer Experience, Recruitment

Efficiency is key when recruiting new candidates, and computer telephony integration (CTI) systems are allowing users to manage their calls in a variety of new ways. With a plethora of features designed around productivity, recruiters can now seamlessly phone potential candidates, record their conversations and collate notes within a few minutes, all from their chosen CRM system.

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Maintaining High Levels of Customer Service During Holiday Season

By | Customer Experience

The hustle and bustle of the holiday season can be a challenging time for businesses. For retail businesses, apart from increased sales in-store and online, customers are also more likely to contact customer service over queries such as delivery or collection of orders, product availability, and making returns or exchanges. For Technical Support teams, however, it may actually mean a drop in the number of inbound calls but they also have to manage staff taking holiday and working on a reduced schedule. Sustaining high levels of customer service during this time can actually give businesses the chance to shine and build up customer loyalty that will last them throughout the coming year.

Maintain customer service levels during holiday season

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Phone – The Most Important Customer Service Channel?

By | Communications, Customer Experience

With over 3 billion internet users in the world (and growing), it is essential that businesses can effectively manage their communications with the people that are speaking to them and vice versa. However, with so many channels to choose from, particularly with the growth of social media – how can businesses make sure that they are offering the right communication channels to their customers and prospects and how do they manage these channels and interactions?

Phone Customer Service

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How to Build a Super Support Team

By | Customer Experience

The support function is an important aspect of any business. They are responsible for the customer’s experience, post-sale. They are here to help resolve issues and answer queries, to provide a high quality of service which ensures that their customers’ opinions of the products or services that they purchased and their opinions about the company itself, do not change in the long term.

Support team Customer service

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Can Automation Improve Customer Experiences?

By | Customer Experience

Firstly, let’s talk about James.  James has an issue with his car insurance and decides to call them on his lunch break. He carefully selects the department he needs to talk to.

Sheila also has an issue with her car insurance and like James decides to call them once on her lunch break and just like James she carefully selects the department she needs to talk to.

customer survey

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To Trial or Not To Trial?

By | Customer Experience, Productivity

With a growing number of products and services that are more easily accessible to people worldwide, it is sometimes difficult to differentiate your offering from your competitors’. When your business is contacted by a prospect looking for the right service provider, how do you ensure that they ultimately choose you to provide their services?

Business Partnership Trials

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