Call forwarding, or call diversion, is a voice-over-internet-protocol (VoIP) feature that redirects inbound calls to another phone number, such as a company’s main landline, a user’s mobile phone, or a colleague’s extension. Its main purpose is to ensure all calls are answered when the primary call recipient is unavailable. It allows team members to be…
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What Is a CRM Campaign? Top Features, Benefits & Examples
A customer relationship management (CRM) campaign is a project, initiative, or series of activities designed to build and nurture a customer relationship managed within a CRM system. It includes developing and deploying emails, short message service (SMS) messages, social media, promotional, and online advertising campaigns. Direct sales activities, like cold or warm call outreach, are…
What Is Managerial Accounting? Purposes, Pillars & Types
Managerial accounting is an accounting system that aims to provide information to managers and internal users for decision-making. Information obtained from managerial accounting can help management fulfill its planning, organizing, and monitoring functions. While not typically considered a bookkeeping task, small businesses can benefit greatly from a bookkeeper who can perform some basic managerial accounting….
The History of CRM From the 1950s to Today
The term customer relationship management (CRM) came about in the 1980s, but the process of managing customer data started long before. The early days of the CRM evolution simply involved filing customer profiles on paper. In this article, we’ll travel through time to learn about the history of CRM systems. You’ll discover CRM background information,…
What Is a Conference Bridge & How It Works: A Guide for Small Businesses
A conference bridge is a dedicated phone line that allows a group of people to communicate over a single platform. This technology is a form of remote meeting and is commonly used to dial in to a virtual meeting room from different locations, maximizing overall productivity and team collaboration. Keep reading below to learn more…
What Is a Shopper Profile? 9 Types of Shoppers
A shopper profile describes the shopping behaviors, preferences, and buying habits of a customer or set of customers. Essentially, everyone shops differently and, thus, has a different shopper profile. Maybe one customer enjoys browsing slowly, and another sticks to a list and is in and out. Shopper profiles identify different types of shoppers and what…
What Is Call Center Reporting? A Guide for Small Businesses
Call center reporting transforms raw data collected from call center activities into insightful summaries. Data points are categorized based on key performance indicators (KPIs) and organized into different visual elements, such as graphs or charts. These reports help call center managers monitor agent performance, evaluate the quality of customer service, and make informed decisions to…
What Is Call Handling? (+ Best Practices for Small Businesses)
Call handling is the process of managing inbound and outbound calls within a business. This includes deciding how calls are answered, what happens if callers are put on hold, and what call data gets logged during a call. With proper implementation, businesses can maintain a positive brand image, provide better customer service, and increase productivity….