Web and mobile-based communications are taking over as our primary means of contact. Statistics revealed by Forbes magazine indicate that 80 percent of callers who reach voice mail don’t leave messages because they don’t think they’ll even be heard. Speech technology vendor, Nuance Communications, recently conducted a survey with Research Now and found that 95… Read More

Ladies and Gentlemen, baseball season is upon us!! Who will pitch and who will be on deck? It’s not unlike the planning you do for your own business. If you have people on-call for after-hours emergencies, you create your own lineup. You send us a list, (either weekly or monthly) giving us the primary person… Read More

Every day someone out there is looking for a new way to get at your data! Software vendors scramble to stay one step ahead of the bad people, issuing updates to remove newfound vulnerabilities (back doors, hacks). However, to protect your computer, YOU must apply the updates Windows Updates should be performed every month as… Read More

Our industry is a well-kept secret! A recent conference focused on how to “Rebrand” our services so that people would pay attention to the new services we offer. This is not the first time we have tried to reinvent ourselves. We have tried Contact Center, Call Center, Telemessaging Company, and TeleServices Company, and we still… Read More

The answer is Li-Fi. Researchers are confident that light waves from LED lamps or overhead lights will be able to stream data and connect users to the internet. Wi-Fi networks are dependent on radio waves, a finite source, and are therefore growing more and more congested. While light is a more energy- efficient, and abundant… Read More

When did the noun Google – the name of a company – become a verb? In July 1998 Google co-founder Larry Page wrote “Have fun and keep googling” on a mailing list, thus using the word as a participle, supposing an intransitive verb. Technically it means using the Google Search Engine to find information on… Read More

Looking hard at what we do and why we do it will often result in significant savings. We all know that UPS is one of the cheapest guys in town when it comes to saving money. (That is a compliment.) In 2004, they actually created a navigational program to map driving routes with mostly right… Read More

In 1996 Congress passed the Health Insurance Portability and Accountability Act. The purpose was in part to protect our personal health information (PHI) and to ensure equal access to health and human services. Over time there have been additions to HIPAA; all of which strengthened the privacy protection for our citizens. It has now established… Read More

Silo-mentality. The silo is that pattern we see when each department within a company operates as a stand-alone unit. Often each department has their own goals and boundaries, sees the company only from their perspective. This territorial attitude makes it difficult for employees to understand your customer’s experience with your company. Your business is not… Read More

The myriad of things we can/should/might/do to make our company successful can be overwhelming. Technology, finances, employees, insurance, customer service, marketing, customers – too much to do and too little time to do it. The order of this list is not random, but rather in the likely order of the demand on your time. Notice… Read More