However, the challenge for many businesses has been avoiding the cost and complexity of traditional, siloed CX systems but still providing the experience that customers expect. They are often trapped ...

In the UK, the number of remote workers increased by 25% in the decade from 2008 to 2018. That rate was mirrored in mainland Europe. As digital capability transformed the way we live inside and ...

Meeting fatigue (or meeting overload) isn’t new to the workplace, but remote and hybrid work have made it a lot harder to avoid. With a hybrid workforce, many leaders think that they need more ...

What does good customer service look like? You probably know when you’ve experienced it, and you certainly know when you’ve experienced bad customer service, but for a small business with a small ...

As a call centre representative or manager, chances are you probably receive an angry phone call at least once a day. It could be an irate caller complaining about a bill. Or even an angry caller ...

If you’re running a small business, you might wonder if instant messaging is really necessary for your company. After all, it’s not like instant messaging is without risks, and you already use email.

We’ve all been there: you’re on an island vacation, or maybe a long weekend by the lake. As the final night of work-free bliss arrives, so does the familiar pit in your stomach. How many new emails ...

Happy customers are the main difference between a successful business and one that fails miserably. Yes, it’s true that you also have to have efficient operations and processes, but all the efficiency ...

The biggest problems that businesses face today aren’t limited to the problems related to hiring, marketing, or revenue. While those are all-season problems for businesses across the world, the real ...

We know, we know, it’s tempting. Imagine: There are about 20 people on this video meeting and only two of them are talking. Ainsley has been droning on for about eight minutes straight, and John ...

Terms like on-premises private branch exchange (PBX) might be confusing, but implementing this technology promotes cost-savings and stronger internal and client communications. A PBX phone system ...

“Startup” is often treated as a catch-all buzzword among businesses. But despite popular belief, the term isn’t just reserved for scrappy tech companies in Silicon Valley. So, what constitutes a ...