Andy Gee

Call forwarding is the oldest trick in business telephony and still one of the most useful. It is also the feature most often left switched on by somebody who left the company two years ago. This guide covers the four types, where forwarding actually happens, what it does well, and the point at which a […]

Ask ten vendors what SIP trunking is and you will get ten versions of the same sentence: a virtual phone line that carries calls over the internet. Accurate enough as a summary, and it quietly skips the part that matters technically, which is that SIP carries no voice whatsoever. This guide explains what the term […]

Search this question and you get the same answer from almost every result: pick a provider, open an account, choose your digits, start calling. Three minutes, one credit card. That procedure is accurate in several markets and unavailable in others. Whether it applies to you depends on where your customers sit, whether you intend to […]

Two acronyms, one letter apart, bought by different departments for different reasons. UCaaS covers the tools your staff use to reach colleagues. CCaaS covers the systems your customers reach you through. Plenty of organisations run both without ever deciding which does what, and the resulting overlap costs real money. This comparison sets out what each […]

Talk time gets scrutinized. Hold time gets scrutinized. The minute after the customer hangs up tends to be treated as dead space to be squeezed, which is a mistake, because that minute is where your reporting data comes from. What Is Wrap Up Time in the Call Center? Wrap-up time is the period between one […]

Search this term and you’ll find a dozen confident definitions that don’t quite agree with each other. There’s a reason for that, and it’s the most useful thing to know before you start measuring anything. What Is Agent Effort Score? Agent effort score measures how difficult it is for your agents to do their jobs: […]

Freight, parcel and fleet operations get sold platforms designed for retail support, then find out during peak season that the requirements which mattered most were never tested. Nobody asked whether the system could resolve a consignment reference before an agent picked up. Nobody asked what a driver stuck at a border crossing at 3am reaches, […]

Search this term and you’ll find the same number repeated everywhere: 28 seconds, described as the global standard. Independently measured data tells a different story, and the gap between those two figures is the most useful thing on this page. What Is Average Speed of Answer? Average speed of answer, usually shortened to ASA, is […]

First Contact Resolution (FCR) is the percentage of customer issues a support team resolves during the very first interaction, with no callback, transfer, or repeat contact required. It stands as one of the most watched customer service metrics because it reflects two things at once: whether agents properly address a customer’s needs, and how efficiently […]

Patient no-shows remain one of the most expensive and persistent challenges in healthcare. Every empty appointment slot represents lost revenue, wasted clinical capacity, delayed care, and increased administrative burden. Across the healthcare industry, missed appointments cost providers billions of dollars annually while contributing to longer wait times and poorer patient outcomes. The challenge is widespread. […]