Customer service has evolved over the years, and as a result today’s consumers have multiple channels, including phone, text, email and even social media, to ask questions and resolve problems. So it’s no surprise that many are asking if this is the year for chatbots to take off, as famously predicted last year by Jeff … Continue reading Chatbots offer small businesses a new way to connect with customers
“This next decade will be the decade of the small business.” That assertion comes from Intuit in its “QuickBooks Future of Small Business Report,” which estimates that over the next decade the growth of small and micro businesses will accelerate from 30 million in 2016 to over 42 million in 2026. According to Intuit, there … Continue reading Small business growth is accelerating and cloud computing is a key enabler
Many small businesses have been making the call to Voice over the Internet Protocol (VoIP). In its 2015 VoIP Software Small Business Buyer Report, Software Advice, the resource for software buyers, found that 36 percent of survey respondents use VoIP versus 24 percent that use Plain Old Telephone Service (POTS) and 11 percent Rate Interface … Continue reading VoIP use among small businesses is growing. Ensure service doesn’t go down with the Internet.
Customer preferences have driven a significant change in the role of the contact centre. A phone call is no longer the first choice to contact an organisation, it is now an escalation when other channels do not work. So how does this affect a company’s approach to its contact centre? Let’s split this into three … Continue reading Customer Service, Evolved
Several years ago, I witnessed a Microsoft unified communications (UC) deployment at a large engineering firm in the Midwest. The plan was to rollout the new UC solution to the entire company headquarters consisting of several buildings and over 3,000 people and slowly phase out usage of the desk phones in the coming months. As … Continue reading The High Cost of a One Size Fits All Technology Approach
Cyber criminals have set their sights on small businesses. Over the last five years, there has been a steady increase in attacks targeting businesses with less than 250 employees, reports Symantec in its “2016 Internet Security Threat Report.” Symantec points out that the number of spear phishing campaigns against small businesses, in which an … Continue reading Cyber attacks are a growing threat to small business