Author Archives: Phone.com

Leveraging Your Team’s Unique Strengths for Optimal Multichannel Support

by Phone.com

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In our contact center, all of our agents are identical. They all type fast and have the ability to handle eight chats at once — all while building deep emotional connections with each and every customer they speak to. By the way, our team members can all monitor social media in their sleep and every tweet results in at least ten retweets.

Detect a hint of sarcasm there? I hope you did, because I laid it on pretty thick. The fact of the matter is that each contact center agent has strengths and qualities that make them unique. I want to take a few moments to show how you can use this to your advantage in offering multichannel support.

Click here to read the rest of this post by Jeremy Watkin on the ICMI Blog

Use DomainSkate To Protect Your Brand

by Phone.com

domainSkateDomainSkate.com has been a satisfied customer of Phone.com for a few years now, making it that much better to connect with them at NY Tech Day two weeks ago. In fact, our booth was right across from Phone.com’s, giving us the opportunity to chat with their team and get outfitted with some Phone.com swag!

We also had a chance to talk about the product we recently launched—our online brand protection for small- to medium-sized businesses. DomainSkate helps companies manage their brands and domains online, keeping cyber squatters and other domain abusers away.

For demo purposes, we entered “Phone.com” into our software dashboard, and predictably, there were many results for domain names that included the term “phone.” Most notable were instances where people were obviously trying to target Phone.com by registering domains like www.phonecom.com and www.phone-com.com. Also, there were those who’d registered the term “phone” in the new domain TLDs (Top Level Domains), who may later try to sell those domains to Phone.com competitors; for example, www.phone.computers, which showed up in our search results.

What’s key is that DomainSkate’s system showed that there are people out there looking to capitalize on the Phone.com brand name by using new domain extensions to scoop up domain names similar to “Phone.com.” What can Phone.com or any small- to medium-sized business do to protect themselves?  A lot actually, and much of it can be done without breaking the bank!

Online brand protection is not just for the Googles, Yahoos! and Citibanks of the world. Every business can police its name and brand by making sure no one is taking advantage of them online. Simply go to DomainSkate.com and sign up for FREE for the first 2 months (use code PHONE). The system will check your brand name, give you initial results and then do a deeper sweep a few hours later.

Next, if your company has a registered trademark, DomainSkate can help you get into the Trademark Clearinghouse, which delivers two key benefits. First, it ensures that you have the first right to obtain your brand name in a new domain, such as “YourStore.Web” or “YourB&B.Hotel.” You’ll also be notified, for a period of time, if people try to take your name on a TLD.

Finally, if you’ve found that someone has your domain name and is cybersquatting, typosquatting or just trying to fool your customers or hurt your business, DomainSkate has resources to help get your name back.

Time for a quick shout out: Phone.com is the perfect complement to what we do at DomainSkate. From their easy-to-use control panel, we can point our toll-free number anywhere. This means that if we move to larger offices or want to route calls to our mobile phones while we’re out of the office, we have that freedom. This is critical to the success of our business!

If you run your business online, take your phone system online too with Phone.com—and remember that there are Internet criminals out there who want to capitalize on your success.

face-david1David K. Mitnick is the Founder and President of DomainSkate, LLC, an Internet company that focuses on online brand protection. Mitnick created DomainSkate when he saw the potential in the expansion of the global Top Level Domain space. He also shares his expertise in the area of Internet Domain Law, having written for, or been quoted in, CircleID, Mashable, VentureBeat, Inc. and Digiday. Find him on Twitter @DomainSkate.

Phone.com at USI Tech Roadshow 2014

by Phone.com

USI BC logoThis week, Phone.com will co-sponsor the third annual USI Tech Roadshow, an innovative event that brings together US-based investors and some of the hottest Israeli tech startups.

Hosted by the US Israel Business Council in New York City, the roadshow gives Israeli technologists the opportunity to demo in front of a seasoned panel of investors and mentors, and raise funds through the USI network of investors, senior executives and company founders.

Event Details:
When? May 7, 2014, 6:00 – 9:00 PM
Where?  Morgan Stanley HQ, 1585 Broadway, New York City
Follow USI BC: Facebook | Twitter

Representing Awesome Customer Service at the Contact Center Expo & Conference

by Phone.com

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On May 7 and 8, Phone.com Director of Customer Service Jeremy Watkin and Customer Success Manager Jenny Dempsey will be at the Contact Center Expo and Conference.

Hosted each year in San Diego by the International Customer Management Institute (ICMI), this event draws together an amazing group of customer-service thought leaders.

In addition to attending, Jeremy and Jenny, who host the awesome Communicate Better Blog, will speak at the conference. Jeremy will be on a panel Wednesday, May 7 at 5:00 PM PST, that focuses on training techniques in the contact center. The group will discuss topics like gamification and the best modes for training, whether in the classroom or online.

Jenny will participate in a discussion on Thursday, May 8 at 2:30 PM PST titled Incentive Programs That Drive Performance. This panel will discuss reward and recognition programs that ensure the best performance and results on customer-service teams.

Be sure to follow Jeremy (@jtwatkin) and Jenny (@jennysuedempsey) to gain insights from the conference!

Screen Unwanted Calls Without One-at-a-time Blocking

by Phone.com

cnetSometimes it seems I should be answering my phone by asking, “What are you selling?” Even though our home and mobile numbers were added to the Federal Trade Commission’s Do Not Call Registry as soon as we received them, the unsolicited nuisance calls persist.

That’s because the government’s registry blocks only telemarketers — and not all of them. While most honest telemarketing firms honor people’s wishes not to receive such calls, many ignore the requirement not to contact numbers on the list, as David Lazarus of the Los Angeles Times reported last July.

Click here to read the rest of the article and see how call screening from Phone.com can keep those unwanted callers away.