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The Case for Video Customer Service: When Should Your Agents Show Their Faces?

In 2018 we will start to see more businesses adopt video calling as part of their omni-channel customer service. Should yours be one of them?

Given that a) most laptops are equipped with cameras nowadays, b) even desktop computers typically sport add-on webcams, and c) most callers have video-ready bandwidth, this is not a decision that calls for capital investment. At least not for OnSIP queued-calling customers, for whom inbound video call distribution is a mere drop-down choice, along with voice-only. The right question is, is yours a business that should encourage callers to communicate with video as well as voice?

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Topics: SMB Leadership, Business Technology

5 Reasons Why Customer Support Managers Should Use Call Queue Dashboards

Call queue dashboards provide managers and supervisors with detailed views of their inbound call queues. These dashboards display current and historical information on calling activity and call agent performance.

Call queue dashboards can be particularly valuable for managers of customer support and customer success teams. By reviewing the comprehensive data found there, managers will gain important insights into their customer support operations. They can then use that knowledge to make decisions that benefit callers, call agents, and the business as a whole.

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Topics: Business Technology, Office Management

Use OnSIP to Address Changing Business Communication Needs

"I don't think my business needs a phone system right now."

It's a surprising statement that sometimes comes up in conversations our sales reps have with tech companies and startups. They may use Slack and Google Hangouts for internal communication and collaboration along with personal smartphones for external calling.

But think about how your business will grow in the future. While you may not want the hassle that comes with managing an in-house phone system (and rightly so), you'll need a more professional way to connect with customers, clients, and vendors other than just giving out cell numbers.

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Topics: SMB Leadership, Business Technology

Why It's Necessary to Update Your Phone's Firmware

Remember the twentieth-century business phone? It had light-up buttons for different lines, and you could transfer calls if you knew the right flash-hook-and-button sequence, but that phone was dumb. It had virtually no brains or memory. No screens, caller ID, directories or call logs.

Many years passed; the rotary dial went the way of Fischer-Price, and business phones got smart. Some features we learned to love: Bluetooth headsets, busy lights, speed dials, directories, call logs, and speaker settings, not to mention high-definition phone quality. Some were functions, like transfer, that LED screens finally made easy enough to use.

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Topics: SMB Leadership, Business Technology

Why You Should Be Using Softphones Instead of Desk Phones at Your Business

Remote working has been on the rise in recent years: a Gallup survey conducted in 2017 reported that "43 percent of employed Americans said they spent at least some time working remotely," a four percentage point increase since 2012.

What tools are available to support this new way of working? After all, a physical desk phone that sits in the office won't help an employee who is offsite for the day.

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Topics: SMB Leadership, Business Technology, Office Management, The OnSIP Softphone App, VoIP Fundamentals, time-sensitive content, OnSIP-pricing, OnSIP-mobile app, onsip-desktop app, onsip-features-video calling, Softphone & Desk Phone Basics

Affordable and Flexible Phone Systems for Churches

Central Baptist Church, located in central Illinois, has two separate campuses and a mobile staff of full-time and part-time employees. Josh Sabo, the Lead Pastor, needed a phone system for his church that could unify the dispersed staff no matter where they are working on any given day.

Finding OnSIP through a Google search, he was drawn to the service due to our customizable platform and affordable pricing plan. He and his staff now use our softphone app on their computers and laptops to connect with each other even when they are away from the parish office.

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Topics: SMB Leadership, Business Technology, Vertical Marketing

In Search of Business Phone Service? Tempted by Cable's Triple-Play? What SMBs Might Consider First

Are you a small business owner shopping for phone service? If you're one of the shrinking number of residential cable customers for broadband, TV and voice, you might start by looking to the same source for your workplace. But you might be well advised to go another route when it comes to business. Why?

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Topics: SMB Leadership, Business Technology

Why Can’t I Port My Business Phone Number to a New Provider?

When switching to a new business phone service, you will have to decide whether or not to keep your existing phone number(s). If so, you will need to take action to transfer your phone number(s) from one provider to the other. In most cases, this process, called ‘porting’, occurs without any issues. However, there are certain cases where it’s not possible to keep your business phone number. In this blog, we will outline why this might happen, and offer some workarounds and alternatives.

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Topics: Business Technology, Office Management, VoIP Solutions, number porting, onsip-number porting, onsip-inbound bridge, VoIP Phone Numbers

Cloud Phone Service Office Moving Guide: 8 Considerations

One of the many benefits of having a cloud phone service is flexibility. Without the need to host your phone system IT on-site, companies can relocate and keep the phone lines active with minimal planning. The cloud has you covered, but that doesn’t mean you shouldn’t prepare for the transition. Here are a few important details to keep in mind when it comes to moving your business phones.

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Topics: Business Technology, Office Management

Moving Checklist for Business Phone System IT and Hardware

You're moving your business across town or across the street, and with that, your office IT and phone equipment. In a small to medium-sized business, the task of coordinating this relocation often falls to the owner, an executive, or office manager—not technical specialists.

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Topics: Business Technology, Office Management