A survey by Consumer Reports found that a whopping 70 percent of customers become highly upset — and some outright hate it — when they hear the following phrase (or a variation): “I need to transfer your call.” - People hate having their call transferred.  What’s behind this dread and loathing? Surely, it can’t be the simple act of transferring a call. After all, customers don’t have to lift a finger, and transfers are instant. There must be something else that infuriates customers. It’s not that customers inherently hate having their call transferred, it’s that they hate what usually happens after their...

In the business world, there too are many acronyms to try to remember them all. The same goes for electronics. But there are a few that will make your workday so much easier. One is “BLF” which stands for Busy Lamp Field on your IP business telephone. While it doesn’t sound very sexy, the BLF indicator just might be your new BFF (Best Friend Forever). The BLF has been around for quite some time but is more useful now than ever on cloud-based phones.On most modern telephones, the BLF is usually a small Light Emitting Diode (LED). Great, another acronym!...

First things first: we all know that customers don’t like being placed on hold, and some of them downright hate it. But what you may not know is WHY customers find this experience so dreadful. As with many things in life, this reaction has less to do with reality and more to do with perception.It’s All in the MindResearch has revealed that what rankles people so much about waiting on hold isn’t actually waiting: it’s that they have nothing to do, which makes them feel that they’re waiting much longer than they truly are. For example, a customer who is...

Businesses have been using telephones as a tool since the telephone was invented. While there have been advances in the telephone industry over the years, the basic concept has not changed much for over a hundred years. It wasn’t until well into the 20th century that we began to move away from the analog telephone. Not until the beginning of the 21st century, have we seen a major shakeup to the business phone industry.While the essential function of business telephones has remained the same -- connecting people and services over a long distance, the method of sending that information has...

One of the most important — and also the most loved — features of a cloud-based phone system is Auto-Attendant. Much more than an answering machine, Auto-Attendant is an automated, sophisticated, customizable, and VERY easy-to-use virtual receptionist.Key Benefits Here are some benefits of Auto-Attendant that will make your team wonder how they managed without it:Answer calls with a professional and customized company greeting. You’ll never miss a call again, even during busy times and after hours.Route incoming calls based on business hours, date, date range, or specific caller ID. For example, you can automatically direct calls from a key supplier...

Since the beginning of recorded history, communication has been an essential part of everyday life. From individuals to major corporations, hospitals, and schools, being able to share information is critical. But we’ve come a long way since cave drawings, the adaption of the modern alphabet, and smoke signals.A communications revolution began with the invention of the telegraph in the 1840s and the telephone around 1876. It wasn’t until well into the 20th century that we began to move away from the analog telephone. With the creation of ARPANET in 1969 and the internet in the 1970s, a new communications era...

As businesses worldwide begin coming out of their coronavirus induced hibernation, the world is a very different place. Having a plan for reopening your business is imperative. Also critical is having a plan to communicate with your customers what to expect. Even before they walk in your door, your customers are faced with a laundry list of do's and don’ts. They must be made aware of any services you may have (temporarily) modified or discontinued as well as precautions you are taking and procedures they must adhere to.It’s not enough to make sure your business has taken the necessary steps...

Learning from our own mistakes is smart. But learning from the mistakes of others is wise — and also a heck of a lot less painful, tragic, awful…you get the picture.If your business has decided to switch from your conventional landline phone system to a cloud phone system, here is the biggest and costliest mistake that others have made, but that you can wisely avoid: underestimating the importance of OUTSTANDING SERVICE.Factors like features, functionality, scalability, and price are vital considerations and must not be ignored. But without a doubt, service is going to determine more than anything else whether your...

Many municipalities were caught off-guard when the COVID-19 pandemic required them to make a swift change to remote work. Businesses at all levels, but particularly in local government, were forced to address a host of concerns from a shortage of secure infrastructure and increased risks of cyber-attacks to untrained staff managing critical information without the help of their IT team. Let’s take a look:InfrastructureWithout pre-planning for a teleworking-friendly structure, many offices were ill-prepared for the stay-at-home orders at the outset of the pandemic. Lacking reliable communication and collaboration tools like VoIP or a committed hosting platform, many didn’t even have...

Now that it has been a few months since the COVID-19 pandemic forced many of us to change our daily routines, it’s time for a refresher course in video conferencing etiquette. If sweatpants have become your new office attire, and your daily commute has moved to a stroll from the bedroom to the kitchen to the sofa, you don’t want to let your guard down. Even though we may have become accustomed to working from home that doesn’t give us a pass from looking presentable for the onslaught of web meetings we still must attend on a weekly and often...