Tag Archives: Unified Communications

Customer Service, Evolved

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 »

The High Cost of a One Size Fits All Technology Approach

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 »

Mobile Unified Communications helps boost productivity of small business remote workers

  Today’s workers are making it clear that they feel more productive working outside of the office when it comes to important work-related projects. (See: “Small business employees feel more productive working remotely, survey finds”). In response, small businesses need to ensure employees can connect and collaborate over a range of devices whenever and wherever … Continue reading Mobile Unified Communications helps boost productivity of small business remote workers »

Don’t make small business customers wait on hold

Are you losing small business customers by putting them on hold? According to Accenture Strategy “Digital Disconnect in Customer Engagement” 2016, 52% of consumers have reported switching providers because of poor customer service. A few years ago, Google conducted a study to determine how long customers are willing to wait. It found that while 57.8% … Continue reading Don’t make small business customers wait on hold »

Tomorrow’s Workspace: One Unified, Real-Time Collaboration Environment

Guest post for Plantronics Blog By Matt McGinnis Associate Vice President, Product Marketing, RingCentral   As someone who has worked in the cloud communications and IP networking areas for the past twenty years, I’ve been fascinated watching the significant changes in the types of technologies that businesses use to communicate. Marc Andreessen famously asserted that … Continue reading Tomorrow’s Workspace: One Unified, Real-Time Collaboration Environment »

Getting the most from mobile collaboration for small business productivity

Last week’s post on a mobile first employee strategy (See: Build small business employee engagement with a mobile first strategy) highlighted the importance of mobile collaboration, the ability to enable mobile and remote employees to work together on projects through the use of mobile devices and apps. As noted, a recent global study conducted by … Continue reading Getting the most from mobile collaboration for small business productivity »