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Clarity Voice Blog

Clarity Voice Blog/
19 07, 2017

Eight Benefits That Loyal Customers Deliver to Your Business

By | 2017-07-20T21:04:29+00:00 July 19th, 2017|Benefits of VoIP, Management Tools|Comments Off on Eight Benefits That Loyal Customers Deliver to Your Business

They buy more and are often willing to pay more. This creates a steadier cash flow for your business. They refer others to your company, saving you the marketing and advertising costs of acquiring new customers. They are more forgiving when you make mistakes–even serious ones–especially if you have a system in place that empowers employees to correct errors on the spot. Then loyal customers become even more loyal! A loyal customer’s endorsement can outperform the most extravagant marketing efforts. Social media has proven “The word on the street” is usually more powerful than your ad for delivering new customers.  Thriving companies with high customer loyalty usually have loyal employees who are genuinely engaged in their work. Loyal employees also save you money in a variety of ways. You don’t have to spend money attracting, hiring, and training new staff if you have knowledgeable people at all levels of the [...]

29 06, 2017

10 Tips: Hosting Conference Calls

By | 2017-07-20T19:01:09+00:00 June 29th, 2017|Call Handeling, Collaboration, Management Tools|Comments Off on 10 Tips: Hosting Conference Calls

Let's face it: conference calls can be awkward. Scratchy sounds. Dead air. Something about not seeing the people you're talking to (and their nonverbal cues, like facial expressions and hand movements) makes it harder to communicate. But it doesn't have to be that way. Here is some conference call etiquette do's and don'ts so you can have a smoother meeting. 1. Fix Technical Difficulties Beforehand Dropped calls are annoying - especially when you're having a conversation with a large group of people in dispersed locations. That's why you need to make sure your phone system is fully functioning before you dial into the conference call. Nothing screams unprofessional more than an inability to manage your own company's logistics. If you're looking for a new phone system, stick to the ones like Clarity Voice that offer uptimes of nearly 99.9%. That way, the chances of your call dropping will be essentially zero. Also, look [...]

5 05, 2017

Conference Calls Etiquette For Participants

By | 2017-07-20T19:01:16+00:00 May 5th, 2017|Call Handeling, Collaboration, Communication Tips, Management Tools|Comments Off on Conference Calls Etiquette For Participants

Conference call etiquette is different than “regular phone” etiquette. Because you are in a group and you only have your voice to rely on, it becomes increasingly important the more people there are on the call, that you don’t want to make a faux pas simply because you were uninformed about Conference call etiquette. Just like any other type of business etiquette, start with the golden rule: Treat others how you’d like to be treated. If your managing the call, establish a set of guidelines so nobody monopolizes the conversation or gets lost amidst other voices. If someone needs to get into the weeds of details about a specific item, suggest a separate call to sort out the situation so the whole team doesn’t get delayed. Here are the basics of conference call etiquette. Consider it your cheat sheet to a fast, flawless virtual meeting: Be on time. This should [...]

13 03, 2017

10 Ways You Can Improve First Call Issue Resolution For Customers

By | 2017-07-20T19:01:22+00:00 March 13th, 2017|Call Handeling, Communication Tips, Management Tools|Comments Off on 10 Ways You Can Improve First Call Issue Resolution For Customers

When today’s customers call, they expect customer service & support teams to effortlessly resolve issues with speed and accuracy. At Clarity Voice® First Call Resolution(FCR) is an essential indicator of our businesses health. We know your time is valuable and we try to resolve any concerns with you within the first call. Regardless if your call is about a new staff member that needs training on your office phone system or a technical issue that you may experience. To build an award-winning customer support team like Clarity's®, it starts with understanding how you’re doing today. Once you have your baseline, you should implement policies to build upon your results. Here are 10 ways you can improve first call issue resolution for customers. Use these tips to help you improve First Call Resolution (FCR) within your company and give your customers the service and support they demand. Number One: Understand and [...]

8 12, 2016

Creating Your Company’s Call Quality Evaluation Checklist

By | 2017-07-20T19:01:29+00:00 December 8th, 2016|Call Handeling, Communication Tips, Management Tools, Training|Comments Off on Creating Your Company’s Call Quality Evaluation Checklist

Today's customers expect business to effectively resolve their issues with speed and accuracy. Using a checklist to monitor conversations can help improve first call resolution within your business, keep your customers happy, and give your customers the service and support they demand. At Clarity Voice® first caller resolution is an essential indicator of our businesses health and we believe it’s one of the contributing factors that make us the Most Referred Phone System in Franchising. Once you have run an analysis to determine current call conditions, you should implement policies to build toward the service delivery you desire. Whether helping new hires or conducting quarterly reviews of rock stars on your team, you can use the following template to guide you in developing your own Call Quality scorecards for your business. We recommend you start with a short list of “must have” items for each stage of calls, review performance on [...]

8 12, 2016

Top 5 Benefits of Clarity’s® Performance Monitoring and Call Coaching Tools

By | 2017-07-20T19:01:39+00:00 December 8th, 2016|Call Handeling, Collaboration, Communication Tips, Management Tools|Comments Off on Top 5 Benefits of Clarity’s® Performance Monitoring and Call Coaching Tools

Using Performance Monitoring tools, you can validate: All callers are treated with tact, diplomacy, and professionalism. Accurate information is being consistently relayed. Customer service quality is maintained and measured. Prospective customer questions and requests for service are being handled promptly. Employee’s conversational tone and tactics promote trust and loyalty only a direct discussion can deliver. Learn more about Clarity's® unique ability to help you monitor and motivate employees while you multiply your company’s profitability. Employee Performance Monitoring Tools_2017 OR Read our Blog for more helpful tips Creating Your Company's Call Quality Evaluation Checklist

8 12, 2016

Top 4 Tools Used By Managers To Monitor Customer Conversations

By | 2017-07-20T19:01:48+00:00 December 8th, 2016|Call Handeling, Collaboration, Management Tools, Training|Comments Off on Top 4 Tools Used By Managers To Monitor Customer Conversations

Listen-in Mode – Live monitoring of calls in real-time while you ‘silently’ listen-in. Reduce stress for employees because you’re not leaning over their shoulder trying to listen. *Hear both sides of the conversation first hand. *Deliver immediate coaching after the call. Whisper Mode – Softly relay information to your employee without the caller hearing you. Allows you to assist an employee on what to say, like details on the service or give them insight into topics you know the caller cares about. Join Mode – Allows you to quickly join the conversation if you or your employee think the situation merits your immediate assistance. Whether dealing with a difficult customer or quickly answering a complex question for a prospective customer. Join offers you quick access to save or secure the sale. Call Recording – Recorded calls allow you to accurately understand the conversation(s) that have taken place when you’re not [...]

8 12, 2016

The Customer or The Employee Comes First?

By | 2017-07-20T16:38:03+00:00 December 8th, 2016|Management Tools, Training|Comments Off on The Customer or The Employee Comes First?

The Customer Employee Comes First  “Have it Your Way!” “The Customer is Always Right!” “Do everything with the customer in mind!” These are long-accepted mantras that a lot of companies have built cultures around. And it’s worked well for some of them. But it’s not bulletproof. “Have it Your Way” breaks down quickly when the kid working the burger station doesn’t feel like making a burger with extra onions, two pickles, cheese shaped like a heart and mayo, BELOW the pattie, not on top. All the corporate slogans and motivational posters go out the window every time an employee doesn’t care to do what the customer says. The whole concept is for naught. A disinterested or rude employee is the fastest way to kill a customer’s vibe. That’s why the customer doesn’t come first. The employee does. If you hire and invest in employees who are passionate and dedicated in what they [...]

8 12, 2016

Progressive Companies Use Clarity Voice® to Fuel Flexible Work Environments

By | 2017-07-20T19:02:01+00:00 December 8th, 2016|Benefits of VoIP, Call Handeling, Communication Tips, Management Tools|Comments Off on Progressive Companies Use Clarity Voice® to Fuel Flexible Work Environments

Powering Your Growth with Boomers and Millennials More employers are seeing flexible work environments or telework as a relatively inexpensive perk that improves work/life balance. In another study from California research firm Global Workplace Analytics, 95 percent of employers said the ability to telework has a significantly positive impact on employee retention, too. Are you ready to attract new workers? Millennials have surpassed Baby Boomers as the nation’s largest living generation, according to population estimates released this month by the U.S. Census Bureau. Millennials, whom we define as those ages 19-35 in 2016, now number 75.4 million, surpassing the 74.9 million Baby Boomers (ages 51-69). And Generation X (ages 35-50 in 2015) is projected to pass the Boomers in population by 2028. The Millennial generation continues to grow as young immigrants expand its ranks. Boomers – whose generation was defined by the boom in U.S. births following World War II – [...]

8 12, 2016

Customer Loyalty Has Lasting Impact to Your Bottom Line

By | 2017-07-20T16:46:07+00:00 December 8th, 2016|Management Tools|Comments Off on Customer Loyalty Has Lasting Impact to Your Bottom Line

Acquiring a new customer costs more than maintaining an existing one (Grönroos, study) Loyal customers have a tendency to be less deal prone than non-loyal customers (Rauyruen & Miller Study) Loyal customers are likely to give free word-of-mouth advertising (Bowen & Shoemaker Study) Loyal customers have a greater tendency of purchasing products with only minor marketing efforts (Shetty study) Performance Monitoring Tools offer you unmatched insight into your customer experiences and help you create exceptional service that competitors simply can’t match. Receive a private consultation to see first-hand why managers and employees alike love using Clarity Voice® Learn more about Clarity's® unique ability to help you monitor and motivate employees while you multiply your company’s profitability. Employee Performance Monitoring Tools_2017 For more Clarity business tips, read our blog 10 Ways You Can Improve First Call Issue Resolution For Customers

8 12, 2016

The cost of employee turnover may be higher than you realize!

By | 2017-07-20T21:19:41+00:00 December 8th, 2016|Management Tools|Comments Off on The cost of employee turnover may be higher than you realize!

Estimating the cost of employee turnover seems to vary by wage and role of employee. For example, a CAP study found average costs to replace an employee are: 16% of annual salary for high-turnover, low-paying jobs (earning under $30,000 a year). For example, the cost to replace a $10/hour retail employee would be $3,328. 20% of annual salary for mid-range positions (earning $30,000 to $50,000 a year). For example, the cost to replace a $40k manager would be $8,000.      Clarity's® Performance Monitoring Tools Help New Employees Succeed and Existing Staff Gain Recognition Clarity's® Performance Monitoring tools can help ensure your employees maximize learning effectiveness by using Call Monitoring and Call Recording features to help fine-tune your training, we'll help you make your training and development, and resulting exceptional customer service experiences, a point of pride for your business. New employees want to succeed and existing employees like to be recognized [...]

8 12, 2016

Top 5 Reasons – Why Employee Engagement is a Must

By | 2017-07-20T21:24:53+00:00 December 8th, 2016|Management Tools|Comments Off on Top 5 Reasons – Why Employee Engagement is a Must

Years of statistics make a convincing case for having engaged employees. Here are the top 5 reasons why having engaged employees is a must for your organization: 1. Improved productivity - Engaged employees find their job to be motivating and personally fulfilling and therefore tend to be more productive on the job than disengaged employees. Research conducted by the Hay Group found that among office workers who were actively engaged, 43% were more productive. This productivity frees up time for employees to devote to other tasks. This extra time could be used to search for more customers, provide service to existing customers, or help a team member complete a difficult task. The extra time could also be used to hone existing skills or develop completely new ones. If this is the case, not only is the employee more effective, but they will also be more engaged as a result. 2. When an [...]

8 12, 2016

12 Conflict Resolution Tips for Excellent Customer Service

By | 2017-07-20T21:15:15+00:00 December 8th, 2016|Call Handeling, Management Tools, Training|Comments Off on 12 Conflict Resolution Tips for Excellent Customer Service

In business and life, conflict is inevitable. The key to success is learning how to effectively handle conflict. If you don't adequately address and resolve issues as they arise, they can negatively impact customer retention,  loyalty, and your reputation. Most conflicts can be resolved in their earliest stages. Here are 12 conflict resolution tips for achieving excellent customer service. These tips will help businesses quickly resolve conflicts before they interfere with customer relationships. Number One: Allow customers to talk. Allow angry customers to talk and express their feelings until they release their frustrations and calm down.     Number Two: Show you care. Employee empathy to shows you understand the customer's feelings and frustrations.     Number Three: Use the correct tone. Don't smile, laugh or mock upset customers. Convey empathy and a soft tone.   Number Four: Be neutral. Do not offer your opinion, agree or disagree with customers. Offer [...]

8 12, 2016

Tips for Training New or Promoted Employees

By | 2017-07-20T18:40:00+00:00 December 8th, 2016|Communication Tips, Management Tools, Training|Comments Off on Tips for Training New or Promoted Employees

 15 Tips for Training Employees Introduce the team. Educate your new employee about your business. Explain the importance of schedule adherence. Bring top performing employees to training. Explain their role in building customer relationships. Teach employees your common call handling best practices. Teach employees phone etiquette. Educate the employees about their desired outcomes. Show employees how to find answers to their questions. Train your employees individually. Make sure your training and hands-on are practical. Use videos or sample recordings of “good call handling” in your orientation. Provide call recordings that demonstrate a specific point. Consistently evaluate their progress. Training and development of people never stop. Customer service expectations are rising. Today's customers expect more than just an answer to their questions. They want real-time, personalized support delivered by a skilled employee. As a result of this change, businesses are investing more time, money and effort into developing of employee training [...]

8 12, 2016

Advantages of Telecommuting: Work Strategies For Companies

By | 2017-07-20T19:02:28+00:00 December 8th, 2016|Benefits of VoIP, Communication Tips, Management Tools|Comments Off on Advantages of Telecommuting: Work Strategies For Companies

Make the road less traveled the way to work! Based on a synthesis of reviewing thousands of studies, interviews with dozens of telecommuting enthusiasts and naysayers, researchers, and venture capitalists who invest in the remote work model, Fortune 500 executives, virtual employers, and dozens of home-based workers in wide variety of professions, list ‘factoids’ for your consideration as to why we need to make the road less traveled the way to work. This list of what we’ve found to be the most common advantages for the companies that establish such programs may help you in justifying a conversion from your traditional telephone system to a hosted VoIP (cloud based) system.  The following pros and cons of work-from-home programs aren’t just our views; they’re the outcomes from a wide range of studies. Improves Employee Satisfaction 66% (two-thirds) of people want to work from home. 36% would choose it over a pay raise. A poll of [...]

8 12, 2016

Experts Report: Threefold Increase in Telecommuting Is Sign of the Times

By | 2017-07-20T18:37:01+00:00 December 8th, 2016|Benefits of VoIP, Communication Tips, Management Tools|Comments Off on Experts Report: Threefold Increase in Telecommuting Is Sign of the Times

More than just improved technology, businesses bottom-line benefits are driving the change to telecommute A shift in workforce demographics and priorities — and improved technology from Clarity Voice® — are the main reasons the U.S. has seen a threefold increase in telecommuting during the past 20 years, experts say. "You have younger employees who are quick to embrace technology … and see no point in doing things the old way," said Nannina Angioni, a labor and employment attorney, and partner with Los Angeles-based Kaedian LLP. But being able to work from home one or more days a week appeals to workers of all ages, according to the Society for Human Resource Management's (SHRM's) 2016 Employee Benefits research report.  “Research shows that telework rose nationwide from 20 percent in 1996 to 60 percent in 2016.” More employers are seeing this as a relatively inexpensive perk that improves work/life balance. In another study from California [...]

14 02, 2016

Eight Steps to Effectively Coaching Employees

By | 2017-07-20T18:54:12+00:00 February 14th, 2016|Benefits of VoIP, Communication Tips, Management Tools|Comments Off on Eight Steps to Effectively Coaching Employees

Coaching employees is an essential managerial task that is crucial to cultivating effective teams. Optimizing your company’s coaching efforts requires dedicated managerial support, consistency, and the right knowledge. Use these eight steps to coach your employees and ensure your team is delivering the best service possible to your customers. Number One: Preparing for coaching sessions This involves: Setting S.M.A.R.T. goals (specific, measurable, actionable, realistic and time-bound). Developing a solid coaching framework. Collaborating your approach to coaching with other managers or internal Rock Stars. Including the owner in understanding your strategy. Informing employees about what they can expect and how they can prepare for coaching sessions. Number Two: Identifying performance trends based on call type Knowing your employee’s performance is “average at best" is not as helpful as knowing that they excel with customer returns and struggle with more technologically advanced customer service questions. Breaking down employee performance based on: call [...]

19 01, 2016

FranchisePhones Client BrightStar Care Bringing Compassion

By | 2017-07-20T19:02:51+00:00 January 19th, 2016|Benefits of VoIP, Collaboration, Communication Tips, Success Stories|Comments Off on FranchisePhones Client BrightStar Care Bringing Compassion

BrightStar Care and Franchise Phones Light Up the Franchise World This month’s Franchisee Spotlight features BrightStar Care of Chicago. Read more to learn about their unmatched standards in home care, and how FranchisePhones powered by Clarity ensures their business communication needs remain as dependable as they are. BrightStar Care of Chicago is a home care and medical staffing agency with a mission: to help families and individuals in Chicago, Oak Park, River Forest, La Grange, and Illinois find dependable, professional, compassionate in-home care that improves the health and well-being of those entrusted to their care. BrightStar Care of Chicago is owned and operated by Cheri McEssy, President and Chief Nursing Officer with over twenty years experience in Critical Care Medicine with a focus on Evidence Based Practices. A committed and caring member of her community, McEssy has participated in numerous medical mission trips with local organizations, including trips to the Andes Mountains [...]