Categories
call center holiday tips

Holiday Call Center — 5 Best Practices

Holidays are the busiest time of the year. Not only for personal reasons, but many industries see increased traffic and sales due to “the most wonderful time of the year.”  Most businesses cannot afford to lose sales during the holidays, making every interaction vital to a companies’ success. In the U.S. a poor customer service experience can cost you $41 billion per year! (Source) If you own, work, or operate a call center we cannot stress enough how important preparing for the holidays can be. Let’s take a look at 5 best practices for successfully operating a call center in the holiday season. 

Categories
customer experience healthcare resources

Healthcare: How Your Staff’s Attitude Can Cost You

A bad review by a critic can make or break an actor or chef’s career.  With the advent of social media and sites like Yelp, Foursquare, and Angie’s List, anyone with a smart phone and a bad experience can change the way your clients feel about your business.  Reviews are popping up in all types of apps and for all types of business.  From rating your Uber driver to your visit at the doctor’s office.  With the changing technology, a bad office visit isn’t just between the patient and the office, but available to everyone who knows how to use Google. You can be the best physician in the world, but if your office staff isn’t acting appropriately you’re going to lose patients. 

Categories
message on hold music resources

Message on Hold: Music & Your Brain

Ever hear that one song, and as soon as it comes on you want to start dancing? The affect music has on our brains is undeniable. Music affects our brains so much that it has become popularized for therapy. Parents have even been encouraged to teach children how to play an instrument to increase brain function. With new research coming out about music, it’s surprising that it is used so little in the customer service experience. Learn how you can utilize Music on Hold in your business to calm, and encourage your target audience.

Categories
healthcare message on hold script samples

Cure for Content: August – Message on Hold Healthcare Script Samples

Don’t miss out on the opportunity to share content regarding these August events! If you haven’t seen our previous July blog with additional content for healthcare you can check it out here. The August observances do differ from those of  July, as in there are no observance days for the month of August. Each month does have it’s own observances, so no two months will share the same topics.

Categories
equipment file formats message on hold

Message On Hold: Unicast or Multicast on my Phone System?

When evaluating the customer experience, It’s important to experience everything your callers do. When thinking about implementing Message on Hold services there are certain things you’ll want to consider. We cannot emphasize enough the importance of understanding the features and functionality of your phone system. Knowing the available settings and features that you can use will allow you to provide the best customer experience to your callers. One feature you’ll want to consider is if the Message on Hold has a unicast or multicast playback.

Categories
healthcare message on hold script samples

July Content Cure for Healthcare Facilities Message on Hold

As marketers, it can be challenging to develop content for all your communication channels.  Involvement in your industry is necessary for producing any type of marketing content. From social media posts like Snapchat to Message on Hold content for your phone, you want to keep your callers up-to-date and informed while presenting your institution as a leader in the industry. 

Categories
branding resources voice talent

Is Your Voice Over Talent Approachable as the Brand Voice?

First impressions have a lasting impact.  Everyone has a friend that when they first met, was totally unapproachable. Trust me, I know because for most of my college years, I was that friend! My friends didn’t admit this to me until about 2 years into our relationship, and we still laugh about it. The same can be true for many businesses. Not only can they can seem out of reach for consumers, but the brand can be represented by several different identities. We’re seeing trends that encourage one voice and one face for the entire brand. Take for example, Flo at Progressive. Flo is just your everyday lady. She isn’t overly fancy, she has a sense of humor, and she sounds like almost anyone. What you didn’t realize that by making Flo so “ordinary” or “normal” Progressive created a brand that is approachable and appears like a “real’ person.

Categories
licensing message on hold music

Permission to Use Music – On Hold

We often get inquires about using popular music on hold. Of course, you can certainly use whatever type of music you want on hold, but be warned you must have proper permissions and licensing. Music licensing is no joke! I’ve taken the time to share a guide of what is required to play music on hold. In this case I’m theoretically (and befittingly)  trying to get the rights to the song “On Hold” by The XX.   If you never heard it, here’s a link to the video where you can check it out! Step One- Find the Rights to the Song

Categories
holiday message on hold resources

Holiday Phone Greetings: Message On Hold

The holidays are just around the corner. As a business, it’s time to start thinking about special hours and company parties. Let’s not forget the focus of any business –  clients. When it comes to Message On Hold, use music that reminds callers why this time of year is so special, let them know about disruptions to hours, and most important of all spread best wishes to your customers! Don’t be a Grinch! 

Categories
e-learning tips video

Narration in Video and eLearning

Narration can add immense value to any eLearning experience. Not only does adding high quality voiceover add versatility to the existing footage, but also allows it to be utilized for a broader range of audiences successfully. Speech can affect the most primal aspects of learning to improve retention, focus, and comprehension. Let’s take a more in-depth look at the role well-designed narration can play in an eLearning experience.