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What is a contact center? We hear that the contact center is the preferred channel communication model, but what is driving this? Before looking at that question, let’s define “contact center.” The contact center is kind of a call center on speed. Instead of communicating with customer and prospects via one channel only (voice), the contact center is equipped to communicate across a wide variety of channels. It takes the phone center communication model and layers on all of the additional varieties of voice and data communication channels that have appeared over the last two decades. Contact center channels may include VoIP In-app chat Chat bot Text Email Social media IVR Unlike call centers, contact centers have become a single hub for all the methods of interaction that customers choose to use.   So why is this necessary? The answer is new technology. Customers have many communication channels available to them, each of which is better suited to particular...

    The Sky's the Limit for SMBs Taking to the Cloud   There has been a lot of hype about cloud computing transforming the way small-to-medium sized businesses do business. Proponents of the cloud say that cloud computing has leveled the playing field, allowing SMBs to finally compete with bigger companies despite their limited financial resources and staffing.   Still, many are apprehensive to make the jump. They’re hesitant to give up control and they fear the cloud will expose them to greater security risks. Moving to the cloud definitely requires a leap of faith, but a recent ComScore study, completed on behalf of Microsoft , suggests that those who are froggy enough to take the leap (sorry) have no regrets once they do.   In fact, more than half of those surveyed wish they had adopted it earlier and feel that the benefits far outweigh their initial worries.   What are those benefits?   Enhanced Privacy and Security   According to the study, 94 percent of companies who’ve adopt...

4 R easons call centers are becoming outmoded Call centers have been around for decades. Everyone is familiar with how they work and almost everyone has had at least one bad experience with using one. Did you ever put off calling an 800 number because you didn't want to deal with an annoying phone tree (IVR), waiting on hold, or just the tedium of slowly spelling out your name, address, email, and credit card number? You are not alone. Historically, call centers have had some serious limitations when it comes to customer satisfaction. Of course, that reputation may be unfair. There are many well-run call centers, but the call center model is becoming outmoded. Much of it has to do with the one-dimensional nature of the call center; it is a single channel communication tool. Call centers are primarily, or even solely, places where customers can communicate with a business via voice channel. (At the start, this meant traditional telco lines; now it likely means VoIP.) Below are 4 fun...

    A recent article by  The Guardian (UK)  states that the cloud industry is set to see a growth of around 30% soon. But many small and medium business owners are still struggling to make sense of the cloud and how it can benefit them. If you are one of them, then here’s what’s in store for you when you migrate to the cloud:   1. Connectivity -  Being on the cloud gives you unparalleled connectivity to your data—from anywhere and at any time. All you need is a device that can connect you to the web and you are set!   2. Save On Hardware Costs -  Using the cloud for certain programs spares you the cost of investing in specific hardware. Even devices as simple as your smartphone or a tablet can help you access those applications so you don’t have to spend money on dedicated hardware. Studies have shown that cloud users end up enjoying as much as a 17% IT cost reduction compared to their non-cloud counterparts.   3. Cloud Enables SAAS -  The cloud allows you to use software as a service....

     Small business owners are often worried about data loss. Rightly so, because data loss has the potential to wipe out a business. We have identified the most common forms of data loss so you can see how they fit into your business and assess the risks related to each of these pitfalls.   1. Human Error -  Human error - by way of unintentional data deletion, modification, and overwrites - has become much more prevalent in recent years. Much of this is the result of carelessly managed virtualization technology. While virtualization and cloud computing have enabled improved business continuity planning for many businesses and organizations, humans must still instruct this technology how to perform. The complexity of these systems often presents a learning curve that can involve quite a bit of trial and error. For instance, a support engineer may accidentally overwrite the backup when they forget to power off the replication software prior to formatting volumes on the primary site. The...

    Managed Service Providers - or MSPs - are often recommended as a cost effective IT solution for small businesses. For a minimal monthly fee, MSPs provide a reasonably priced solution to the complex technology pains of small businesses. Here’s a look at the various benefits an MSP can offer your business… Freed-Up Resources and a Renewed Emphasis on Core Business -  Both business owners and internal IT staff would much rather focus on revenue enhancing tasks like product development or the creation of cutting-edge applications/services. This is one reason routine monitoring and maintenance tasks are often neglected by an internal IT person or team, which always proves to be detrimental much later. Often misportrayed as a “threat” to an internal IT person or staff, MSPs can instead relieve internal staff of mundane network operations maintenance, repetitious monitoring of server and storage infrastructure, and day-to-day operations and help desk duties. A True Partner Sharing Risks A...