Hosted VoIP Handles the New Normal: Doing Business in Abnormal Weather

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While politicians argue about what to do about climate change, companies around the world are now learning to cope with predictably unpredictable weather. In the face of record-breaking hurricanes like Sandy and other chart-busting weather anomalies, many businesspeople have decided to plan in adva [...]

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Cloud Call Center Software Untethers Customers

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If you’re old enough to remember Blondie’s Keep Me Hanging on the Telephone, you remember an era when the telephone was the only way you could communicate with a company you were doing business with.  In the old days, before cloud call center software, that meant spending a chunk of [...]

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Good Customer Service Is Still the Rule Great Companies Live By

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Yesterday in this space, we discussed an idea that’s gotten a lot of play in the media lately—the idea that there is no relationship between how well a company does and the level of customer service that it provides. 8x8’s CEO Vik Verma said that if the author of the original article—Bloomberg’ [...]

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Great Customer Service Is Job #1 for CEOs

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Can  it really pay to be one of the most hated companies in America? That’s where the reasoning of a recent Bloomberg Businessweek editorial tries to take us. The author, Eric Chemi, argues that—contrary to everything you’ve ever learned about customer satisfaction leading to increased pro [...]

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How to Use 8x8 Hosted Call Center Software to Help Callers Reach a Human

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Have you ever been on a call trying to reach a live agent but ended up getting dumped into voicemail instead? After waiting and patiently pressing buttons to speak to a real carbon-based life form, being sent to an underqualified agent or dropped into voicemail irritates even the most saintly of cus [...]

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Call Center Software and the Zen of Customer Relationship Maintenance

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One of the most popular books of the 1970s, Zen and the Art of Motorcycle Maintenance, started with two men on a road trip and explored how mindset and experience affect the pursuit of quality—and concluded that an integrated approach to quality is essential. Well, what’s true for motorcycles is tru [...]

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