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Posts by David Wise

Call Continuity as Part of Your Business Disaster Recovery Plan

When disaster strikes, your business needs to be prepared. Whether you’re experiencing a minor power outage or your office is in the path of a major storm, it’s essential that your operations continue with minimal interruption. Regardless of your industry, your business can benefit from modern Cloud technology in situations like this. In this article we’ll explore…

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Top 5 Call Center Trends to Watch in 2017

In 2012, ICMI compiled a five-year outlook of modern day contact centers. This report included a list of 5 call center trends and priorities that were of major focus in 2012 and how they expected them to change by 2017. Here we are five years later. Are call centers focusing on what ICMI expected them…

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5 Call Center Motivation Techniques to Increase Agent Morale

Anyone in the call center industry knows the difference a manager can make when it comes to a creating a positive work culture. But, some call center managers underestimate the role that they place in building and maintaining a work environment focused on agent morale. As a result, agent morale can suffer. If you are…

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How the Cloud Solves Top Problems for the Hospitality Industry

Despite the threat of terrorism and political instability, the travel and tourism sector has become a leading source of jobs and revenue in recent years. In 2015 alone, the travel, tourism and hospitality industry grew by 3.1% and accounted for 9.8% of the global economy’s GDP. And as of last year, the industry created 7.2 million new…

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Where to Find Affordable VoIP Calling Rates

The investment in reliable, cost-effective communications solutions is a commonly overlooked component of a business. That isn’t to say today’s companies don’t understand the importance of efficient internal and outbound communication, or that they forget to account for phone rates in their budget. The problem is that most companies don’t realize how much control they…

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5 Questions for Evaluating VoIP Companies

Your business has decided that it is time to move your phone system to the cloud. And if you have started looking for a provider, you know that there are many options to choose from. Options are good, but it can be difficult to see past the promotions and ads and know which provider offers…

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Checklist for Setting Up a Call Center

A call center is a big investment and a huge commitment for a business. Because of that, our customers often ask for our expertise on setting up a call center. We’re always here to help. While the process has become more streamlined as the industry, technology and market has grown, there are still a few key items…

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Call Center Industry Trends in 2016

The call center industry is constantly changing. And whether you run an in-house call center or outsource your contact center to a third party or BPO, you need to stay ahead of the curve. After all, the cost of poor customer service is exponential. The average contact center receives approximately 2.5 million customer contacts each…

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Go Green with Cloud Communications as a Service

More and more businesses are making the conscious choice to become more eco-friendly. After all, going green isn’t just good for the environment; it can also end up being a cost-saving strategy for your business. Cloud-based software and technology is a great option for businesses that want to save money on communications costs and make a…

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How Much Does VIP Caller Cost?

Today’s call center managers are working harder than ever to increase customer satisfaction levels and keep customer retention at an all-time high. And with the rise of omni-channel customer service strategies and ever-growing customer expectations, it can be difficult for many contact centers to provide service that consistently meets (and exceeds) those expectations. But with…

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