Faithe J. Day, Ph.D.

Artificial intelligence (AI) is rapidly transforming the landscape of phone systems, and contact centers are no exception. While many providers have adopted AI tools for quality monitoring and workflow automation, there is growing interest in solutions that elevate agent productivity and customer satisfaction. Enter Agent Assist, an innovative AI-powered tool that acts as a co-pilot…

As remote work has become the norm, video conferencing platforms like Zoom have transformed the way we meet and connect from a distance. Whether you’re leading a team brainstorming session or catching up with friends, video calls have become second nature for many of us. However, there is always more to learn about Zoom, as…

A virtual office gives your business a professional address, mail handling services, and access to office amenities without the cost of leasing a full-time workspace. Many virtual office providers also include live receptionist services, meeting room access, business phone numbers, and compliance support, making them a practical solution for remote teams, startups, consultants, and growing…

Yes, this is another piece on using artificial intelligence (AI) in your workspace. But this is not just any old article on productivity and engagement. In this article, I want to explore the future of AI voice assistants as the best companion a business owner could have, with a few key caveats to keep your…

It’s that time of year again when my internet service provider (ISP) sends me the inevitable email that it’s time to upgrade my internet connection or keep the same old cable services. While I have always been a fan of cable internet, after the era of cord-cutting and shifting to remote work, having fast and…

2025 has been a year of significant advancements in communication technology, particularly in workflow automation and artificial intelligence (AI). However, with these new technologies come new expectations for managing the introduction of new software and tools into your workspace. This includes considerations about data privacy, security, and best practices for integrating automation and AI. The…

With the many platforms available for managing marketing campaigns, customer calls, and agent performance, it’s easy to accumulate more software and subscriptions than necessary. Therefore, every business owner can benefit from integrating tools and technologies that overlap or provide similar features. This is particularly applicable to voice-over-internet-protocol (VoIP) phones and customer relationship management (CRM) systems….

One of the biggest concerns for business owners is protecting their companies from cyberattacks. However, ensuring your business’ safety involves more than just relying on your computer’s antivirus software. The best antivirus software for small business owners should include essential features such as real-time threat detection, automated scanning, monitoring, and multi-device firewall protection. Discover the…

Microsoft has become synonymous with office technology, and many business owners have adopted the 365 Workspace plans for collaboration and Microsoft Teams for remote communication. However, businesses needing a phone system may benefit from exploring Microsoft Teams Phone. As a cloud-based solution, the Microsoft Teams Phone system lets you join calls from multiple devices while…

Business messaging is a powerful tool for business owners who want to reach a larger audience or stay connected to their clients or customers. However, legislation like the Telephone Consumer Protection Act (TCPA) requires business owners to adhere to specific messaging standards when sending marketing or promotional materials. Therefore, this article outlines how to use…

As businesses rely more on technology to run operations and manage distributed teams, protecting your communication systems from catastrophic events becomes increasingly important. The best preparation for uncertainty is taking the initiative to develop a clear disaster recovery plan. Disaster recovery involves crucial steps, starting with prevention and mitigation, to fully restore data and operations…

Monitoring call quality and agent performance is crucial for customer satisfaction in a call center. Call center monitoring allows you to record or listen to calls to aid in evaluation, assessment, and feedback. In recent years, we have also seen improvements in call center quality monitoring due to artificial intelligence (AI) features that automate the…