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Relationships Matter More Than Equipment   You may be surprised to be told while reading a technology blog that technology is actually of secondary importance when making technology decisions. Certainly you want technology that is dependable, modern and useful. Ideally you'll have technology that is cutting edge and maybe even...

Your Service is Your Product How do you know if your employees are doing a good job with customers? We spent the last two blog posts talking about ways a phone system can add or subtract from a customer experience. But the most important factor in whether your customers are...

Pluses and Minuses: Part 2 When a customer calls in to speak to someone at your company, it’s a lot easier to give them a bad experience than a good one. Over the course of a phone call, there are many opportunities to ruin a customer experience or keep it...

Making Sure Your Phone System Enhances Your Client Experience When you run a business, or any part of a business, you know that your customers are your most important asset. You also know that every choice you make is either a plus or minus for your customers. Every decision makes...

Internet Telephone Service   The internet is ubiquitous to modern life. It seems like a hundred years ago when we had to sit in front of a desktop and wait as the modem dialed up. Now internet is in nearly every business, school and home. It's high speed internet and...

It's Easy To Stay Legal Back in October, I posted a provocatively titled blog about call recording, Virginia is a One Party State. While that explained the legality of call recording in Virginia, and the country in general, there are still questions that people have had. Call recording is a...

Affordable, Productivity-Enhancing Features     When RCI started in the late 70s, we were a custom-engineering firm that designed equipment to allow telephone systems to do things they weren't built to do. Over time, as telephone systems became more sophisticated, we shifted into the sales and service of telephone systems...

You Can't Afford Not to Have Managed IT   One phrase that has become ubiquitous in the last few years is managed IT services. You've probably heard it. You may have some idea what it means. You may also have some questions. Managed IT services can mean a lot of...

Customer Service Doesn't Have to Be a Misnomer Let's talk about customer service. My department is customer relations. That's what I do – relate to customers. I'm in a technical field but what I really do is talk to people. Sometimes I'm amazed by how many people in how many...

An Ounce of Prevention... You've surely heard the phrase “an ounce of prevention is worth a pound of cure.” You may even know who originally said it. It's been used in many scenarios and environments since it's original inception and it generalized out well. The phrase is certainly relevant to...