Simply put, people like options. They want service their way, on their terms. According to a Forrester survey on customer service, 73% say valuing their time is the most important thing companies can do to provide them with good customer service. And 60% of consumers feel that more than a minute of hold time is just […]
Call center key performance indicators (KPIs) have evolved. Along with a subtle industry nomenclature change from ‘call center’ to ‘contact center’, a host of new customer contact methods and a new definition of customer service has been born. Customer service is no longer a reactive entity that takes customer phone calls. It is has become a […]
Cloud unified communication is trending for small to medium size businesses as they upgrade their phone systems. “We can do that in the cloud” can be heard as the answer for everything from document storage to the purchasing of creative services. But what exactly does that mean for your telephony system? Here are 5 benefits you […]
A contact center is the cornerstone of providing great customer service. Technology has improved customer contact – but has it helped you enhance how you engage with the customer? 4 Ways Modern Call Center Solution can Improve your Customer Experience 1. Expand Reporting Beyond Traditional Metrics Every call center measures their average wait time, average […]
Does your network run at optimal capacity or do you find yourself working around disparate systems like the phone system, internal chat, video and countless other plugins? You should have a technology partner that builds systems to enhance the way you run your business, not run your business around the technology. Read on to discover […]
Modernizing business phone systems to gain the latest conveniences of unified communications and mobility is also an opportunity to remodel the network connections. For years, businesses have connected their offices to the public telephone network using traditional circuits like T1 and ISDN PRI. The move to an IP phone system is a great opportunity to […]
Everyone has a personal communication style and a favorite way to communicate. One person may enjoy a quick chat on IM with a colleague, but others see IM as an annoying interruption. Effective communications starts with knowing the best channel to reach out to co-workers and customers. Unified communications (UC) lets people choose from email, […]
The Millennials—young people aged 21-34—are ranked as the largest generation in history and, by 2025, 75 percent of the global workforce will be comprised of Millennials. These 80 million men and women are digitally fluent and have the potential to reshape the business landscape. Millennials are extremely mobile and prefer to conduct business on their […]
Imagine for a moment that you’re a sales manager at a growing company and you’ve just been tasked with building a remote team of 40 sales reps. Your company’s headquarters is in Boston, but these reps will primarily work out of their home offices and much of their time will be spent on the phone […]
Organizations of all sizes are looking for ways to streamline their communications services and save money at the same time. Many of them have already turned to IP telephony to help reach this goal, but they’ll need to go further to enable the full unified communications and collaboration experience. Pack Your Trunk with SIP Session […]
I just finished a piece on what I call the “Rental Economy”. Whether it’s a Cloud-based product like Office 365 or a (used-to-be?) hardware/infrastructure-related system like your business phone system, many businesses, Packet Fusion included, are now “renting” at least some of their business tools and services via an “As-a-Service” model. Whatever you think of […]