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: 1. Instant Scalability: Adding new customer service agents to the roster is fast and affordable. There is no...

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...

January 2020 seems like a lifetime ago for many of us. For business owners, it may feel like a good deal longer. But that’s the last time many of us can remember operating under normal parameters before COVID-19 changed everything. For months we’ve had to cope with crippling uncertainty and ulcer-inducing anxiety. They’ve had to adjust to a state of affairs that’s terrifyingly referred to as “The New Normal”. A state of affairs that’s anathema to the tireless entrepreneur.Business owners from all walks of life have had to make sweeping operational changes on the fly. They’ve had to grapple with...

At the height of World War II, Sir Winston Churchill said, “Never let a good crisis go to waste.” Think about it. On the surface, what possible good could arise from a crisis? The answer is that it gives us an urgency to examine and rethink how things are working and how we can improve. With that in mind, here are five ways companies can learn and benefit from the coronavirus crisis:Embrace and Encourage Working From HomeNaturally, some businesses cannot implement a distributed workforce. However, allowing some employees to work at least partially from a home office is not only...

When you’re hosting a party, the acronym that fills your heart with joy is “BYOB,” which stands for “Bring Your Own Beer” (or other preferred adult beverage). But if your company is planning on upgrading to a cloud phone system, there’s a different acronym that is even more worthy of your love: BYOD.BYOD stands for “bring your own device,” and it allows your company to enjoy three massive advantages:1. If you have pre-existing compatible phones, routers, and POE switches, then you can integrate these into the cloud phone system. This will save you a significant amount of money and time,...

With signs that the worst of the coronavirus pandemic may finally be receding into our rearview mirror, it’s time to focus our attention on restarting North Carolina’s economy. But where do we start on the roadmap to recovery? Certainly, we don’t want to do anything to fuel the second wave of potentially more severe infections or mortality. However, we need to recognize the catastrophic economic hardship inflicted on businesses and workers. A slow road into a recession is one thing. It’s different to go from a record low unemployment rate to slamming on the brakes and losing 36 million jobs...

We all know that in recent years, an increasing number of customers — especially millennials — want text-based customers support, such as live web chat, email, mobile SMS, and online knowledge portals. Long Live the Phone However, this doesn’t mean that customers are anti-phone. On the contrary, research by customer feedback platform company Usabilla found that 55 percent of customers prefer speaking to a live agent or representative because doing so is faster, easier, and ultimately more beneficial; particularly if they have a complex challenge to solve or detailed questions to ask. What’s more, a survey by CRM system leader Salesforce.com revealed...

As the world advances toward reopening from the COVID-19 pandemic, your business needs to be prepared. Carolina Digital Phones has solutions to your communication needs through our dependable, affordable Voice over Internet Protocol (VoIP) telephone services. Our partners at AT&T IoT (Internet of Things) are preparing integrated solutions for businesses with public spaces in need of real-time monitoring of body temperature through Thermal Analytics. In the new economy, being able to monitor a large number of people without bringing your company to a halt will ensure your business or institution runs smoothly without major bottlenecks or delays. Being able to adapt...

This week, Twitter announced that many of their employees will be allowed to work from home not just for the duration of the coronavirus pandemic shutdown, but forever. Other companies are grappling with when to reopen their physical offices and, how many of their employees to allow to work remotely. Barclays and JPMorgan Chase & Co may not bring all employees back at the same time. Austin, Texas-based Dell Computers says that more than 50% of their more than 160,000 employees may never return to the office. The decision by Twitter and other employers signals a growing shift in attitude in...

[vc_column width="2/3"]As COVID-19 continues to sweep across the United States, government bodies, commercial organizations and individuals are already looking forward to how we’ll build a new future. The impact of COVID-19 may be unprecedented in living memory, but the compassionate and courageous response is nothing new. Like everyone, my outlook has been changed by COVID-19. As we’ve seen the speed at which a previously unknown threat can affect our country, it’s natural to feel shocked and wary. Now that we find ourselves reaching the peak of the outbreak, however, these initial emotions have given way to altogether more positive ones: optimism,...