When you’re a part of a customer-facing team, it is easy to feel bogged down by the sheer volume of customer queries or complaints you need to resolve. C-level executives who head customer experience and customer service functions feel similar heat too, when customer ratings drop. On such days, you might have needed that extra bit of motivation to really drive you… and that’s completely normal! A shot of espresso could work one day, a pizza can do the trick on another.

For SaaS businesses, no metric matters more than monthly recurring revenue (MRR). That’s because they rely on recurring revenue to run their business. MRR is how they track whether that revenue is growing, plateauing, or declining. And following that trend, they can predict future sales revenue and adjust their budget as needed. Read on to learn how MRR is calculated and how SaaS companies can leverage it to create more accurate sales forecasts and better budgets for their business.

Looking for the right BPO softwares for your call center business? With hundreds of business process outsourcing tools available, finding the best ones for your call center can be confusing. To help you out, we’ll cover the various types of call center tools and also highlight five essential BPO softwares you need in this article.

All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them happy, motivated, and positive has an impact on operations that is difficult to measure and describe. A great culture fuels a level of growth and productivity that all businesses want to achieve. When it comes to customer support, a corporate culture can have a wide array of impacts. Here are some ways good and bad corporate cultures impact customer support operations.

Did you think you would see a day when brands would use WhatsApp to have service conversations with customers? Or that customers would actually prefer not speaking to human agents? The unpredictable nature of technology means that you should always be on the lookout for emerging trends, or you’ll face the risks of dealing with obsolete processes.

Dropbox is a cloud-based file hosting service that stores a variety of documents in one platform. What makes Dropbox unique is its ability to store large files in different formats without relying on disk space. Users can access data by downloading the application into their computers or by simply logging on to their accounts. Initially, this web-based storage system was created to eliminate the dilemma of sharing files via the internet.

In order to grow your business, revenue needs to exceed the costs of running your company. This may seem like a “Thank you Captain Obvious” concept. But the truth is, accurately calculating revenue to plan for future expenses and growth is not as cut and dried as you may think.That’s because there are different types of revenue, each one requiring a unique revenue formula to calculate.

Slack is a cloud-based instant messaging platform that replaces internal communication overhead, such as emails, through chat rooms (known as channels). Each message is organized by topic, department, projects, private groups, and more into these channels enabling users to respond according to their priority. What makes Slack unique is that it promotes one-on-one team collaboration and that allows the user to resolve a problem right away, eliminating unanswered emails and high response times.

Hitting your sales quota every month means knowing how to work smarter, not harder. Oftentimes, this means knowing which leads to chase first. Sales reps who have mastered this skill typically use lead scoring to guide their actions. Usually calculated on a numeric scale, lead scoring helps reps identify people who are most likely to buy their product or service and weed out those who are least likely. It makes you wonder why everyone isn’t scoring their leads, right?

The ever-rising demand for digital-first engagement has made customer experience a major brand differentiator in 2020. This demand for customer experience has encouraged an ‘influencer’ culture, which has CX leaders from various industries share best practices and innovative thoughts. Customer experience influencers like Neil Patel, Shep Hyken, and Jeanne Bliss are looked up to for guidance by companies and individuals wanting to provide to their customers moments of delight.