Flexible hours and remote work options increasingly are priorities for today’s small business employees. These findings comes from a joint study of 314 U.S. small business employees and 47 small business owners conducted by Justworks, an all-in-one benefits, HR, and payments platform for small business, and SquareFoot, a marketplace for commercial real estate. Among the employees surveyed, 70% ranked flexible work hours as very important … Continue reading Flexible work is a priority for today’s small business employees, survey finds
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 Pulver, Internet entrepreneur known for his pioneering work in Voice … 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 are five technology trends that are reducing the costs and … 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 (PRI) service, which transmits multimedia data in addition to audio … 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 areas – people (culture, management and recruitment), spaces (physical locations … Continue reading Customer Service, Evolved