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An Excerpt from Answering Your Call: How to Buy A Phone System
Publish Date: - August 15th, 2018
NOTE: The book is officially available for eBook/Kindle pre-order! June 1st it goes on official sale! Here is a link to the book on Amazon. We look forward to the readership.
Digitcom is pleased to announce that in a few weeks, we will publish our book: Answering Your Call: How to Buy A Phone System! The book is for anybody thinking of buying either a new phone system for their business, or their first! If you feel any confusion, or apprehension in the face of updating or establishing what is arguably your business's most powerful tool - the telephone - Answering Your Call should take care of that.
So, with all that in mind, we've decided to preview some of the book. Below is the Foreword, in full, meant to give a taste of what's to come, and present the full context in which you should read and study this book.
Check it out below:
“How to Buy a Modern Phone System" is not only a tangible question with applicable answers, it is a tool, and an invitation, to reflect on a more significant, ever-evolving picture.
Let’s give that a try.
What we consider "modern" changes perpetually. So how do you find something that won't become antiquated in a few years or even months? How do you keep pace?
What about the subject of a phone system? It’s a form of contact, and methods and points of contact change unceasingly, just like the concept of “modern”. This means customer and client-facing businesses must change along with them. Consider the following.
A female customer, angry with weak or slow service from a major company, tries to get in touch with that company via traditional routes: their website, and their phone number. She receives no response. So what does she do? She turns to Twitter and vents to that company's Twitter account. Suddenly, the complaint the company initially ignored is visible. Twitter becomes a public forum. The company is now forced to respond because eyes are on them, and in this context their actions serve as an example of their integrity as a company as a whole.
Real companies have been subject to this treatment over the last few years: British Airlines, United Airlines, Bank of America – the list goes on.
The point is, social media put them under a lot of pressure – but that's a good thing.
The publicization of business-customer relations has forced the best, most attentive customer service in some time. Companies must now be reachable on social media, reachable at their home website (live chat), and reachable at a toll-free number. Anything less is automatically considered poor service, and you can be confident Google reviews, Yelp reviews, and Facebook reviews will reflect that.
Throughout Answering Your Call, I discuss everything from different phone systems to contact centers to methods of optimizing business performance as a whole.
You must consider all of this through the lens of a modern, connected world. For example, when I say "call center," you probably conjure an image, rightly or wrongly, of row after row of headset-wearing employees, inputting customer info, routing calls, and mumbling.
Take, for example, a major subject in the book: Contact Centers. We have replaced the outdated term "call center" with a term that reflects the present and leaves room for the future. "Contact" encompasses e-mail, phone, IM, social media, and presumably any other eventual method of B2B or B2C interaction.
There is a lesson to be learned in updating the term for a service so integral to business success: Embrace the inevitable, perpetual motion toward change in this business. Let that sentiment keep you building, refining, and moving forward throughout the growth of your business.
Answering Your Call fills in all the gaps you didn’t realise existed (or mattered) thanks to a brief history lesson, a look at solutions, a look at applicable features, a look at potentially unforeseeable rookie mistakes, and more.
Get excited and dive in.