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Every business needs an SOP or set of Standard Operating Procedures. The purpose of this document is to ensure that everyone is on the same page and that your business has methodologies and protocols in place that ensure that products and/or services are consistently delivered every time. Creating an SOP is just as important as having one in the first place because although there’s not a single “right” way to do it, there are several ways that it can go wrong.

Today’s businesses have different operational trends than those that have come before them. Many companies are taking advantage of cloud technology and migrating to the virtual world, which invites them into a whole new selection of providers to assist them along the way. Known as “as a service” solutions, these are helping provide a better customer experience and improve business communications in the cloud.

Today’s customers have high expectations for brands, and they demand a positive experience throughout the entire buyer’s journey. These positive experiences are crucial for the success of your business because happy customers are likely to become loyal customers, and loyal customers boost revenue. Check out these 75 must-know customer experience statistics so you can boost both business revenue and customer satisfaction.

In the growing economy of cloud-based services, communication solutions are changing the way that businesses operate, including their options for providing the appropriate resources for their audience. This includes the “as a service” collection of companies and systems designed to make business communications easier. Many of these products are software-based, which is where the use of the cloud comes in. Cloud hosting allows for partnerships and shared communications solutions so that you don’t have to do it on your own.

For all its advantages, VoIP also has occasional glitches and issues that need to be resolved. Latency is a part of communication—it’s the amount of time that it takes for the audio to travel from the source to the output device, but it’s usually a matter of milliseconds so that it goes unnoticed. In some cases, latency can increase to a noticeable amount because of various network or connectivity issues. This can impact your call quality and the professionalism that you convey, so you want to avoid it at all costs.

Softphones have been around for longer than most people realize. Today, they’re becoming an increasingly common tool for businesses that are going virtual to keep up with communications and create a unified strategy. With the rest of the world going virtual, companies need flexible, dynamic communication solutions. Softphones offer that, coming in several configurations and even with the option to fully customize your solution.

Are you losing leads after a bad first call? Dealing with clients on back-to-back calls? The last thing you want is to frustrate callers who reach your business by phone, whether they're new leads or existing clients. First impressions matter, and so does consistent client service. Improve your lead engagement and customer retention with these helpful phone answering tips.

It’s no secret that the key to increasing your company’s sales is to generate more sales leads. Still, prospecting and generating sales leads can often be the most challenging part of business for many marketing and sales professionals. In fact, 61% of marketers state that lead generation is the most challenging aspect of their job. In this article, find out everything you need to know about sales leads, including top tips to help your business generate more sales and increase revenue.

Modern VoIP phone systems allow you to make phone calls over an Internet connection instead of a traditional telephone line. This is utilizing technology to offer better communication solutions, but there are still some bumps that you may encounter along the way. Monitoring and performance are critical to your business, especially when it comes to something like packet loss on your VoIP calls and video conferences.