Recently, we highlighted that during the coronavirus pandemic many businesses with legacy (on-premise) contact centers are struggling to pivot to a remote working setup. As a result, they are being inundated with unhappy customers who, instead of speaking to a human being, are being put on hold and told that “their call is very important” over, and over, and over again. Fortunately, the solution to this anti-customer bottleneck is simple and proven: switch to a cloud contact center. Here are the five key advantages: Instant ScalabilityBusiness ContinuityBoost Employee PerformanceIncrease Customer SatisfactionStrengthen Security 1. Instant Scalability Adding new customer service agents to the roster...

Cloud-based phone systems have been viewed as important and valuable for a while now. However, in the last few months with the coronavirus pandemic, this perception has evolved, and a growing number of businesses of all sizes — from startups to enterprises — now believe that cloud phone systems are essential. What is the reason for this mindset shift? It’s all about flexibility. We have entered the Era of Uncertainty, which means that the ability to adapt is arguably a business’s most vital core competence and competitive advantage. Cloud phone systems drive flexibility on several levels, including: Capacity Flexibility: With a...

We’ve all heard that we are living in “The New Normal.” It’s a term tossed about by the news media and anyone else trying to wrap their heads around how much the world has changed seemingly overnight thanks to the worldwide coronavirus pandemic and, not too long ago, the recession of 2007-2009 - often referred to as “The Great Recession.”The dictionary defines the word normal as “conforming to the standard or the common type; usual; average.” As a business owner, do you want the label of average? Being average doesn’t make much of an impact nor does it drive innovation...

Security is a top-of-mind concern these days and for good reason. The costs of a data breach can be significant — and in some cases enormous. For example, the Target breach in 2013 ultimately ended up costing the company a cool $162 million. And who can forget the Epsilon breach back in 2011? The price tag for that incident? Four (cue Dr. Evil voice) BILLION dollars. Of course, most data breaches aren’t as staggeringly expensive as these notorious cases. However, all breaches are costly and can take several weeks, months, or even years to investigate and clean up. And we haven’t...