The Digital Divide Has Arrived

According to a recent study highlighted by Kissmetrics, “2013 marks the first year U.S. adults spent more time viewing media on digital devices. It appears that print, radio and even television have officially become unseated as dominant sources of media.” Time spent on tablets and smartphones has grown at an increasing rate while time dedicated to print, radio, and television is declining. Check out this infographic to see the comparisons by category. Continue reading

4 Key Trends in Communication

There are multiple trends in communication that are expected to grow throughout 2014.

1. More businesses will incorporate or deepen their integration with the cloud.

The flexibility that the cloud offers companies will drive new product and service offerings. Because of this integration with the cloud, the purpose and role of IT departments within organizations will shift. Continue reading

Why Do Customers Stop Buying?

Imagine that you call a company about a recently purchased service subscription. When you can’t solve the activation problems on your own, you decide to call the 800 customer service phone number. The answering message greets you with a welcome and then states “Your call is important to us. Please hold.”  After waiting on hold for more than 10 minutes, you are connected with a customer service agent. That agent doesn’t know how to solve your problem and transfers you to another department. Your on-hold time starts all over again. Once you repeat all of your information and problem history again to the new agent, you are suddenly disconnected from the call. Continue reading

First Call Resolution Tips for Happier Customers

Are you providing customers with the information they need the first time they contact your company? Customers that have to call back to find answers get frustrated. Solving a customer’s issue on the first call can build higher levels of customer loyalty, reduce aggravation, and lead to time and money savings. Continue reading

Streamlining Business Processes with the Cloud

According to Ask.com, streamlining is defined as the process of simplifying or limiting the number of steps in any process to decrease its complexity. Streamlining processes helps one to save time, money and improve regulatory compliance. Services in the cloud help you do this. Continue reading

5 Tips to Overcome Phone Communication Barriers

With fewer conversations taking place face-to-face, it can be difficult to overcome the barriers to communication. In articles, you’ll often see the following research outcome – only 7% of the way our messages are received have to do with the words we choose. The remaining mix depends on tonality (38%) and body language (55%). As we deal with others remotely, such as via phone, how can we ensure effective communication when we can’t be seen? Continue reading

Halloo Hint: Integrated Call Recording

One of our clients, Jennifer, called with a problem. Jennifer has an outdoor living catalog which allows customers to order items via her website, or call in orders, if they’d prefer. She has several part-time employees that answer calls and take order information via the phone. Sally noticed an increase in returned shipments due to incorrect addresses over the last several months. She wanted to investigate this dilemma and wondered if Halloo’s virtual phone system could help. Continue reading