Website customer journey overshadows voice calls The concept of providing customers with satisfactory experiences has never been stronger than it is today. So much so, that it has undergone a little inflation as the words used to describe it has come to suggest something beyond mere ‘satisfaction’. Memorable, pleasurable, and Read more…
An essential rather than a ‘nice to have’ If the acceptance of WFH was a bit patchy before, Covid has made sure that it is now front and centre. Hybrid working has become a key differentiator for attracting talent in a job market where businesses are struggling to recruit because Read more…
Is your telephone system damaging your CSAT rating? We’ve all been there… You call up a company that provides services such as utilities, financial, broadband and mobile or some other type of facility that we depend on for business or personal use. We need to speak to customer service, we Read more…
OEM Vs. Reseller VoIP solutions When we’re looking at the relative merits of cloud VoIP solutions it is well worth considering the origin of the software on which the telephone service is based. There are two key types of solutions. These are ‘OEM’ and ‘Reseller’. Ouch, sorry! This specialised terminology Read more…
No two days are ever the same One of the cornerstones of modern business practice is to establish processes and procedures to define how operational activities are carried out. This might take the form of a logic flowchart to define steps, describe actions and assign responsibilities. However, no matter how Read more…