A Virtual IT Department: When Managed Services Make Sense (Even If You Have IT) People assume managed services are only for companies without IT. In my experience, many of our managed services clients keep their IT team; they just stop asking it to do everything. Free...
Phishing Is Still the Front Door. Start Your Cyber Plan with Your People When clients ask where to start with cybersecurity, I tell them to look at their inbox. Most breaches still begin with someone clicking a link or opening a file in a phishing email. Train First,...
We Use Teams (or Zoom) for Everything. Do We Still Need a Phone System? This comes up all the time since everyone went remote: “We live in Teams.” “Zoom does everything for us.” They’re great products, but meetings and business phone...
Choosing a Cloud Contact Centre: The Checklist I Walk Clients Through Moving your contact centre to the cloud touches everyone: agents, supervisors, IT, finance and, most of all, your customers. Here’s the checklist I walk clients through before anyone sees a...
AI Virtual Agents: Where to Start Without Breaking Your Contact Centre Every week someone asks me, “Rami, should we be doing AI?” My answer: yes, but start smaller than you think. The best AI projects I’ve seen started with pain points, not a grand...
