How video chat can improve small business customer interactions

They say that seeing is believing. For that reason, many organizations are turning to video chat to build trust and enable more seamless communication with customers.  In its report “Trends 2015: The Future of Customer Service,” issued at the end of last year, Forrester wrote, “In 2015, we predict that customers will continue to demand …Continue reading »

UC Summit 2015: Industry identifies key Unified Communications issues

What do you do when you want to accelerate the adoption of an emerging technology? Well, for one thing, you get industry experts, consultants, vendors and end users together to talk about it.  (It’s all the better when the venue is a beautiful hotel in La Jolla, Calif.) This is exactly what happened this week …Continue reading »

Critical Moments of Truth for Customer Service

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Your customer’s preferences are changing.  In the past, their default action would have been to pick up the phone.  Now, well they still pick up the phone, but they’re probably using it to get a hold of your automated FAQs.  Yet what happens when your IVR can’t address your customer’s issue and your website or …Continue reading »

Plantronics a sponsor of UC Summit 2015 – the industry gathering on unified communications solutions and strategies

This coming Sunday, Nov. 15th, Unified Communications (UC) vendors, integrators, consultants and leading industry experts along with end-users will gather in La Jolla, Calif., for the UC Summit 2015, of which Plantronics is a sponsor. At the forefront of the market since its inception in 2008, the UC Summit, which runs for four days, provides …Continue reading »

Moving your small business to an open-space office environment? What you need to know.

Imagine a single room with 2800 workers in it. It may seem hard to believe, but that’s exactly what Facebook has created at its headquarters in Menlo Park, Calif. Touted as having the largest open floor plan in the world, the 430,000 sq. foot one room, warehouse-like building covered by a 9-acre rooftop park, which …Continue reading »

7 steps for communicating and collaborating with remote small business employees

At Reavis Rehab and Wellness Center in Round Rock, Texas, the billing department is handled by billing manager Marlene Koster and Paula Maidlow, billing assistant. Throughout most of the day, both are on the phone with insurance providers to ensure patient costs are covered. They also are on the phone a lot with each other. …Continue reading »