Author Archives: Scott McAuley

Did you know that 20% of customer service calls may expose areas needing quick enhancement? Indeed, call monitoring transcends simple oversight in a call center. It’s pivotal for continuous improvement and knowledge acquisition. By implementing a call monitoring framework, companies don’t merely track calls. They pave the way for quality

Studies show that effectively collaborating across functions can increase a company’s profitability by 1.5 times compared to its competitors. This illustrates the critical role that cross-functional collaboration plays within an organization. So, what does cross-functional collaboration mean? In essence, it involves assembling a diverse team of individuals from different departments.

Imagine a future where every phone call is enhanced by computing to transform customer service. This is the essence of Computer Telephony Integration (CTI), a breakthrough that is redefining how businesses communicate. CTI stands as the foundation of modern phone systems, merging phone calls with data for unmatched interaction. It’s

Did you know that an eye-opening 36% of businesses have opted for softphone technology as their main communication tool? This trend highlights a significant shift from traditional phone systems to internet-based solutions. Softphones let you manage calls over the internet from any location, employing a variety of devices. This transformation

By the end of 2024, over 60% of businesses are forecasted to migrate their phone systems to the cloud. This significant number highlights a major shift in how companies communicate, largely propelled by hosted PBX systems. Moving away from traditional setups, hosted PBX leverages cloud innovation to transform business communication.

A surprising 86% of buyers would pay more for a great customer experience. This reveals the huge role of digital customer engagement today. Basically, it’s the interactive connection online between businesses and customers. It aims to boost customer satisfaction and customer loyalty. Thanks to digital engagement tools, companies are changing

An astonishing 90% of Americans see customer service as key in choosing companies. This shows how crucial customer service is for success. Contact Center as a Service (CCaaS) has become a big game-changer. It’s a solution based in the cloud, making it vital for efficient customer care. Through a powerful

Most customers, about 90%, want the same experience across all channels. But only 8% think they actually get it. This big gap shows we need to look closely at our omnichannel vs multichannel strategies for 2024. As customer tastes change quickly, our marketing efforts must adapt and even predict what’s

Despite the massive growth of smartphones, almost 40% of American houses still have a landline. In an era filled with digital advances, the perseverance of landlines might look out of place. However, these devices are key in our communication methods. They offer a reliability that cell phones sometimes cannot. What

Recently, 40% of American employees have turned their homes into office spaces. They’re embracing teleworking more than ever. Teleworking means working in a way where distance doesn’t stop productivity. It also changes what we think an office is. If you’re working this way, knowing its benefits and tips will make