You know the drill – you call the electric company or dentist and you’re placed on hold. You are now in the grips of the worst place possible – on-hold music hell. Disco? Sure. Instrumental versions of the hits of the 90s? Of course! (more…)

In today’s business environment, a large percentage of customers are either considering managed services or have already partnered with a managed service provider.  In the past, businesses have traditionally maintained in-house I.T. staff that possessed enough knowledge to handle most issues that arise daily, outsourcing to a trusted vendor either on a T&M basis or through traditional maintenance contracts more complex issues falling outside of their staff’s skill set. (more…)

You can’t manage what you don’t measure. So what is your phone system trying to tell you? With detailed call reporting you can manage and measure your company’s key performance indicators (KPI) to ensure your business is setting the bar for your industry’s’ standards. We have found a few common KPI’s for the healthcare industry are average wait time, abandonment rate, agent available time, and first call resolution. Chronicall can help you monitor and report in all these areas. (more…)

A good definition of Business Continuity Planning (BCP) is the creation of a strategy through the recognition of threats and risks facing a company, with an eye to ensure that personnel and assets are protected and able to function in the event of a disaster. Business continuity planning involves defining potential risks, determining how those risks will affect operations, implementing safeguards and procedures designed to mitigate those risks, testing those procedures to ensure that they work, and periodically reviewing the process to make sure that it is up to date. (more…)

Along with the release of IP Office 11, Avaya has also introduced several new phones that can change the way your business communicates. (more…)