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Scott Resnick

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Why Good Contact Centers Need Both People and Technology

Posted by Scott Resnick on Tue, Dec 18, 2018

Most people dread calling a customer service contact center. They'd rather chew on tinfoil than try to explain to an automated voice that they want to talk to a real person, and long hold times can leave people frustrated. Despite the bad rap, contact centers are an integral part of a company's customer relations. It's important that your customer service contact center be able to connect with your customers, resolve critical issues, and make customers feel as though they're being taken care of. To be effective, a contact center should rely both on great people and great technology.

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Topics: IT, Call Center

Why Fiber Optics Are the Future of Digital Communication

Posted by Scott Resnick on Tue, Dec 04, 2018

The future is fiber. As fiber is slowly being introduced to regions across the nation, many business customers find themselves wondering how it differs from traditional cable and telephone connections and how it can improve their day-to-day operations. Fiber optic cable is the fastest form of internet and data transfer currently available for wide-scale usage—and it's likely to eventually become industry standard. Here's everything you need to know about fiber optics and its advantages over the competition.

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Topics: IT, Structured Cabling

Embracing Call Center Technology With AI

Posted by Scott Resnick on Tue, Nov 20, 2018

From routing customers to providing self-service solutions, artificial intelligence is improving call center technology in a number of dramatic ways. Artificial intelligence is able to automate many of the more mundane business processes associated with call center operations, improving the experience for both the call center users and the call center employees. Through artificial intelligence, call centers will be able to operate at higher volumes with lower costs, as well as providing better customer service overall.

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Topics: IT, Call Center

Staying Connected During an Office Move

Posted by Scott Resnick on Tue, Nov 06, 2018

Businesses often move locations for a variety of reasons, the most common being that the company has either grown or downsized and they need a new office to accommodate their current staff size. Other reasons businesses choose to move locations may be a too-small parking lot, a hike in rent, or extended construction going on nearby that makes it difficult for their customers to get to their office.

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Topics: Structured Cabling, Business Phone Systems

Ways that Cloud Communications Improve Customer Service

Posted by Scott Resnick on Tue, Oct 23, 2018

Customer service is key in today's business world. Customers these days have the power to do their own research to compare products and services online, so companies need a way to stand out beyond this. How an organization reacts to customers and how they build their customer relationships go a long way in leading to a buyer choosing you over the competition. By improving upon your customer service, you can improve your customer acquisition and retention, and ultimately your bottom line. One way you can do so is through cloud communications.

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Topics: Call Center, Cloud Communications

10 Features to Look for in a Cloud-Based Communications System

Posted by Scott Resnick on Tue, Oct 09, 2018

Is your business considering a switch to cloud-based communications? There are many cloud-based hosts available, but they may be very dissimilar in terms of features and benefits. Here are a few of the top features that you should be looking for when comparing different cloud-based systems after you've outlined the needs of your business. 

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Topics: Telecommunications, Cloud Communications, Unified Communications

How Cloud Communications Can Help During Disasters

Posted by Scott Resnick on Tue, Sep 25, 2018

From fires to floods, natural disasters can strike at any time. June 1st through November 30th is hurricane season, which brings an increased risk of potential flooding and water damage. Businesses that rely upon their technical and communications infrastructure for core business processes will be particularly vulnerable to these types of disasters. Cloud communications services can help.

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Topics: Cloud Communications

5 Industries That Can Benefit from Cloud Communications

Posted by Scott Resnick on Tue, Sep 11, 2018

Cloud communications are rapidly expanding through businesses in all industries. Yet there are some industries that find the technology even more worthwhile than the average. Education, real estate, and non-profit organizations are just a few of the industries that can substantially benefit. Here are a few of the things to consider about cloud communications technologies

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Topics: Cloud Communications

Reasons You Are Losing Efficiency Without A Unified Communications System

Posted by Scott Resnick on Tue, Aug 21, 2018

If you think poor communication among your employees isn't costing your business money, it's time to think again.
A survey published in "The Cost of Poor Communications" surveyed 400 companies (all of which had at least 100,000 employees) and it was found each company lost at an average of more than $62 million each year due to issues relating to inadequate communication among employees.
But my company doesn't have 100,000 employees. I barely have 100 employees, so this loss per year doesn't apply to me, right? Hold your horses for just a second.
The average loss per year for small businesses due to poor internal communication is still high according to Debra Hamilton, writer of an in-depth article titled "Top Ten Email Blunders that Cost Companies Money." She states even minimal poor communication among companies with only 100 employees can result in a loss of hundreds of thousands of dollars each year. Her exact quote was an average annual loss of $420,000.

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Topics: Telecommunications, VoIP, Business Phone Systems, Unified Communications

Putting Your Money Where Your Mouth Is. Cloud Based Communication Matters and Here's Why

Posted by Scott Resnick on Tue, Aug 07, 2018

There's a good chance your business takes advantage of various communication modalities, such as voice and email. With cloud-based communications, these modalities can be mixed together seamlessly. More importantly, communication lag is eliminated, which enhances clearer communication.

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Topics: Telecommunications, VoIP, Business Phone Systems, Unified Communications

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