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Posts by Jon Ross

How to Achieve Call Continuity with VoIP Service Rerouting

No matter how big or small your business is, every phone call is important. In the event of an emergency that could interrupt your VoIP service, it is important to know that your business is protected. Learn how to ensure that you never miss a call with call continuity services. What Is Call Continuity? Call…

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Why Phone Support Is Essential for Online Businesses

So, you’re running an online business. Since your website allows customers to purchase your products and services online, almost all of your customer interactions come in digitally. That means that your customers can get what they need through self-service options, and your business doesn’t provide phone support. And that’s a good thing…right? Well, yes and…

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Optimizing for VoIP in India

VoIP communications are quickly becoming the standard in businesses worldwide. But in some countries, like India, implementing and using VoIP can be difficult. In India, there are lots of rules and restrictions on how and when VoIP communications can be used. And in some areas of the country, there is a lack of infrastructure that…

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Improve Business Performance with the Right Call Center KPI Benchmarks

We have all heard the old saying: “What gets measured gets improved.” Though it might seem cliche, it is certainly applicable to call center performance. But, that’s just one half of the equation. Before you think about measurement, you must ensure that you are tracking the call center KPI benchmarks that will help your call center…

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5 Steps to Building a Proactive Customer Service Approach

For many businesses, the standard approach to customer service is to deal with problems as they arise. It is important to handle customer questions or concerns as they come in, but it’s even more important to anticipate these problems. A proactive customer service strategy can cut down on total customer inquiries. Plus, customers feel more…

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Avoid These Customer Service Mistakes with Call Center Software

Long wait times, too many call transfers, and undertrained staff: these are just a few of the most common customer service mistakes that frustrate customers worldwide. And frustrated customers won’t wait around for your business to address these critical issues. That’s the bad news. But, the good news is that your business can fix these…

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Your Call Center Management Checklist: The Holiday Edition

While the holidays are a time of rest and relaxation for some, retailers across the globe are preparing to scale their businesses for the busiest time of the year. There is plenty of due diligence to be done in all business departments to prepare for the chaos of the holiday season, but the most important…

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Enhance Customer Service with Advanced Call Routing Techniques

Small to medium-sized businesses focused on growth often place an emphasis on customer acquisition. After all, new customers mean new business, and acquiring new business is the best way to make the lead from SMB to enterprise. But in the effort to gain more and more new clients, customer service levels can suffer. To keep…

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How to Grow Your Business Globally with VoIP Software

The limitations of on-premise communications solutions are a thing of the past. With advances in VoIP software, your business can reach customers anywhere in the world, no matter where your headquarters are actually based. Thanks to cloud-based communications, your business doesn’t have to set up shop in another country in order to tap into its…

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[eBook] Global Communications Made Simple

Despite the ever-changing global marketplace, one principle remains the same: new business means new customers. And to acquire new customers, your business needs flexible and affordable communications solutions that grow and evolve with your business. Once upon a time, many small to medium-sized businesses struggled to achieve truly global communications. Only the biggest enterprises could…

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