Call Quality And How To Monitor It

By Lauren Fenthum

Think back to the last time you called customer service. Before you reached the operator, you may have heard a message saying that “the call will be monitored or recorded for quality assurance.” Why are companies monitoring phone calls between customers and service operators, and what options will be taken based on that conversation?
BluWave Software

Customer Retention Strategies That Work

By Lauren Fenthum

The only thing better than gaining new customers is keeping your old ones. Retaining old customers results in a higher return of income and it costs 2-5x less. A customer retention program is a specific initiative that is designed to create customer value and encourage them to return to your business and to continue to invest with you.
BluWave Software

How To Build A High Performing Sales Team

By Lauren Fenthum

Selecting a sales team is the biggest challenge for any organisation. Failure to achieve revenue targets, manage customers and deliver top quality service is the direct result of hiring someone that is unequipped for the job. Recruiting is a commitment and the processes should be as well organised as the other systems within the company. 
BluWave Software

What Social Can Learn From CRM

By Lauren Fenthum

Social media is able to spread news quickly around the world. Some of the news that is spread may not be all that true. The platform gives a voice to everyone, and more often than not, those voices are false, malevolent and more and more companies are battling with how to do deal with them. This has lead to the urgent call of social media regulation. 
BluWave Software

Buying Behaviour in 2019

By Lauren Fenthum

Consumer purchase behaviour changes all the time due to a rise in trends and that of social media usage. A recent survey was conducted to understand the growing changes in social media preferences and how that has influenced consumer buying behaviour. 
BluWave Software

Customer retention in 2019

By Lauren Fenthum 

Growing a business requires both new and old customers. However if business owners were to chose between one or the other, chances are they would rather sell to an existing customer as it is 25 times more expensive to acquire a new customer than to retain an old one.
BluWave Software

Digital Marketing- What Is It?

By Lauren Fenthum

Today everything is on the internet. And the number of people accessing the web is still growing daily. Not only are our behaviours changing and shifting to a more digital space, but so is the way we shop and engage with businesses. What does this mean? 
BluWave Software

Formulating Content Marketing Strategies That Drive Results

By Lauren Fenthum

Content marketing is not just a hot topic. It is an essential part of today’s marketing mix. Successful brands are able to generate relevant content in order to attract their consumers and thus leverage their business. 
BluWave Software

How To Drive Success Using Automated Marketing

By Lauren Fenthum

Marketing automation allows companies to work smarter and achieve more desirable results. Omnichannel planning allows businesses to map out the customer journey and outlines the best direction to take in terms of creating a content marketing strategy. 
BluWave Software

Being Relevant

By Lauren Fenthum

Everywhere you go, you hear the same thing; “you need to specialize to be taken seriously.” Specialization is not bad, but it can be scary. It could land up in disappointment and failure, or it could lead to missed opportunities in the future. But what does it really mean to be great at something? Simply put, being great is relative, and relative is what you’ve been exposed to.
BluWave Software
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