Category Archives: Media & Press

The Power Of Your Word In Customer Service


ct_logo_twitterA long time customer of mine, more so a friend at this point, recommended that I read The Four Agreements by Don Miguel Ruiz. With a ravenous thirst for personal development and improvement, I purchased it immediately.

As I’m sitting on the crowded subway train in the hustling bustling city, I feel instantly connected to this book as it begins to challenge my core beliefs.

Click here to read the full article by Jenny Dempsey on Customer Think.

Startup Roundup: Vidyo,, BlueCollarContacts



Phone.Com: Newark-based, which is backed by ff Venture Capital (New York and Hoboken), has been piling up awards lately, including a Stevie for customer service and the 2014 INTERNET TELEPHONY Product of the Year Award. The company was also awarded its first patent in December 2013. It patented a process that addresses cost and privacy issues when users conference from any phone, and texting and caller ID management when they use mobile devices…

Click here to read the full article. Review – All-In-One Professional Phone Services

by a recent product review, compared the functionality of the virtual PBX system to that of a traditional (landline) office phone system.  The article reviews through a small business lens and remarks, “Small businesses and savvy shoppers… agree that’s system offers the most flexibility and freedom for organizations.”

The ability to answer calls from anywhere, and the multitude of options for managing voicemail and receiving SMS, are some of the things that set ahead of landline systems.  The 24/7 US-based customer service and highly flexible set up from the web-based control panel are other important benefits for small businesses.  Click here to read the full review.

Social Media Monitoring On A Budget


February 2014 is devoted to social media customer service on the International Customer Management Institute (ICMI) blog.  Jeremy Watkin, Director of Customer Service at, icmi_logoweighed in on the discussion.  His guest post was geared toward small businesses who are supporting their customers via social media but aren’t ready to use a contact center social media solution.

Key points from the article include:

1. Observe your company’s social media activity.
2. Start with a small solution.
3. Document your policies, procedures and training as you go.
4. Follow and observe what other companies are doing
5. Recruit a team and begin engaging.
6. Evaluate what you are doing often.

Click here to read the full article.