Joanna Swash CEO of Moneypenny is a regular contributor and speaker on customer service excellence. Outsourcing any element of your business can bring enormous strategic benefits, including access to ...

A telephone answering service business requires very little equipment to start, and can be run from your home. The telephone is still an essential business tool, and business professionals rely on ...

Many small businesses cannot afford to keep someone on staff 24 hours a day, seven days a week, but they do need to address needs of clients as quickly as possible to avoid losing business.

Client service, broadly defined, means supplying your customers with what they want, when they want it and how they want it, in a friendly and professional way. Client service is a vital ingredient in ...

A few quarters back, I was advising a SaaS logistics company that was drowning in inbound calls. Most of it was routine: “Is this feature on my subscription plan?”, “How do I reset my login?”. But ...

The telephone never sleeps. Its ringing and beeping doesn’t let up, even when you’re short-staffed and three customers are waiting for you to ring up their sale. Under that kind of stress, who could ...

Small retail- or service-based businesses often spend time–or money–fielding mundane phone calls. Where is the store? How do I get there? When does it close? Are there any current promotions? If this ...