In today’s global marketplace, businesses must increase productivity, improve efficiency, enhance quality, and out perform the competition. Effective communication tools enable client service teams to focus on their core competencies while improving operational effectiveness and customer satisfaction.
Progressive Dialers vs. Predictive Dialers offer client service teams an effective and quality enhancing dialing Platform. Progressive
Dialing Platforms dial successive calls, but are more advanced and customized then old Predictive Dialer configurations.
Progressive Dialers are able to rapidly contact thousands of contacts in minutes, provide a customized message by contact, filter contacts by multiple data …

In the old days of business communication, people sent information via telegrams. Then it became the norm to use the telephone for information and to ship documents back and forth through the U.S. mail and through mail courier services. And then came the fax machine. Suddenly, documents including contracts and others could be sent back and forth from one location to another. The needs were simple: Both parties had to have an onsite fax machine or easy access to one. As more and more companies started using the computer for …

The majority of businesses in the country today use the computer for the bulk of what they do. There are those companies that do not do anything that is not controlled and maintained directly from the computer. Those companies need to make sure that they are using their computers and their internet access in the most efficient way, including the right speeds that can handle the tasks that need to be done even during high traffic periods of the day. The best way to make sure that you are really …

Travel can be a major problem for a company, regardless of the industry.  There are many reasons that a company may seek to avoid travel as much as possible, including the cost, the loss of productivity in the office because of the travel and the desire to reduce carbon emissions in these days of eco-consciousness.  Using videoconferencing can not only eliminate the cost of travel but can increase productivity for the company as well.  For instance, a company can schedule a videoconference for both the morning and evening with representatives …

MPLS stands for “multiprotocol label switching” and is a mechanism used in high-performance telecommunications networks which direct and carry data from one network node to another.  By using MPLS, virtual links are created between distant nodes.  The biggest benefit of using MPLS is simple: there is no need to be dependent on any one particular type of technology to achieve your telecommunication needs.
MPLS can replace or enhance many different types of service for voice or data and can save money for the company over the long run.  Calls or other …

In the world of the telecommunications call center, there are several systems that are used to decide which calls are ordered by which agent and how long it will take to get that call to the agent.  Of course, there are more specialized systems that can be used to accomplish this task but may not be necessary for the needs of your company.  Skills based routing (SBR) is a more comprehensive form of the ACD system, which saves time and money but may be overly complicated.
When a call comes in …

In the world of the call center, there are many ways to get things done.  The Automatic Call Distributor (ACD) systems work well, but there are times when the call is transferred back and forth as the question or problem is relayed to different agents time and time again.  This is time consuming and frustrating for both the agents and the customer who may get angry enough to hang up, potentially costing repeat business.  Customers call a company for one of several reasons: they call to place an order or …

Because I am asked the questions almost every day, I know the confusion that people have with social media sites and what social media is. What is its purpose? How will it help my business?  How do I manage it effectively?  I am going to answer those questions for you but first I want to do a little mental exercise.  Pretend for a moment you are surfing the recent twitter posts on your page.
While you are sifting through the many that offer irrelevant details of what they had for breakfast, …

In Part 1 of my 2 part series on outbound IVR for service companies and utility providers, I discussed how these companies are using outbound IVR for appointment reminders, to conduct customer satisfaction surveys and the benefits gained from utilizing outbound IVR.
In Part 2, I will discuss how service organizations and utility providers use outbound IVR to assist in sales and marketing.
Sales Acceleration
Businesses have found that advertising through direct mail, magazines and email no longer produces the results they used to.Do you open every commercial e-mail that you receive? Do …

Simply put, VoIP is “voice over internet protocol”, a type of internet telephone that can have some major advantages over traditional, land-based phones in terms of use and price.  There are some requirements to using VoIP and some equipment considerations to make, however, it can equal huge cost savings in the long run and is at least worth a strong look.  Your managed services provider can give you the basic rundown of what it is, how it works and how much it costs in terms of the initial investment and …