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Before the pandemic, there were generally two types of workers. There were those who worked in the corporate office, and there were those who worked in their home office. Now though, there is a third type of worker that HR experts say will dominate the workforce landscape for the foreseeable future: the hybrid worker. This individual spends time in both environments (e.g. Monday and Wednesday in the corporate office; Tuesday, Thursday and Friday in their home office). The term for this configuration is “hybrid workplace,” and the engine that makes it function for hybrid workers and their employers alike is...

08 July, 2021 /

Every successful business leader knows that “if we fail to take care of our customer, a competitor will.” Consider these eye-opening statistics: 17% of customers will walk away after just one bad experience, while 59% will leave after a handful of bad experiences. (Source: PWC)Companies that lead in customer service out-perform laggards by nearly 80% (Source: Forrester)Customers who rate a company’s service as “good” are 38% more likely to recommend that company to family members, friends, colleagues, and associates. (Source: Qualtrix XM Institute)  While there are many ways for organizations to improve customer service, among the most effective and most affordable is...

18 June, 2021 /

Let’s face it, COVID-19 has changed our daily routine a lot, this includes our communications strategy. We have adapted rapidly and generally with good results. Cloud-based communications have become an integral part of how we do business. While switching to a work from home setup brings many challenges, like finding a suitable workspace and juggling home-schooled kids and pets, one area we tend to ignore is security.The proliferation of phishing schemes and Zoombombing has increased seemingly overnight. For companies both large and small, learning how to implement security needs to be a primary concern for companies needing to change remote...

10 December, 2020 /

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...

31 July, 2020 /

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!...

27 July, 2020 /

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...

21 July, 2020 /

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...

09 July, 2020 /

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...

22 June, 2020 /

Cloud migrations have been increasing rapidly in the wake of the COVID-19 pandemic. Recently, companies have been moving more data, services, and applications to the cloud as a means to become more streamlined and productive. Businesses migrating information to the cloud is not a new trend. The move toward cloud adoption, however, has been picking up steam during the worldwide lockdown with some interesting results:A major shift to remote workingReduction in capital investmentInnovative business models adapting to a major shift in consumer habitsWelcome to the CloudWorldwide demand for cloud services is swelling as more people have shifted to telework and...

12 June, 2020 /

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...

29 May, 2020 /
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