Beyond customer frustration, everyday inbound interactions affect how operations actually run. Resolution rates, call duration, and repeat contacts determine how teams use their time, manage capacity, and maintain internal focus. The Operational Impact of FCR According to SQM Group’s 2025 benchmark research, the aggregated First Call Resolution (FCR) average across industries is 70%. This means … Read more
Even as digital channels continue to expand, inbound phone calls remain a key customer experience touchpoint, especially when issues are urgent or complex. When something goes wrong and time matters, many customers look for the fastest way to get clarity: that often means speaking with someone in real time. For small and medium-sized businesses (SMBs), … Read more
Discover how Easy PBX, IPFone’s cloud VoIP system, keeps your business connected, productive, and cost-efficient with powerful features. Choosing the right business phone system is crucial for staying connected, productive, and competitive. Easy PBX, IPFone’s cloud-based VoIP solution, offers small and medium-sized businesses unlimited U.S. calling and international calling*, advanced features, and seamless access. With … Read more
Many businesses face silent threats in their communication systems. Learn how to protect yours with secure, modern, and scalable solutions. You work hard to keep your business running smoothly. But without a reliable and well-maintained communication system, unseen problems can quickly surface. Internet outages, failing phone lines, or outdated tools may not seem like immediate … Read more
