IT Voice

Category: Uncategorized

  • PHONE TECHNOLOGY FOR BUSINESSES WITH MULTIPLE LOCATIONS


    Businesses with multiple locations require a special kind of attention to determine which phone technologies will best suit their needs. Phone technology for business purposes comes in more than a dozen unique forms that utilize some combination of networking, telephone devices, and computers to accomplish the task of receiving and making calls possible. Not all of these formats are well-suited to businesses that answer calls from multiple locations or need to route calls to specific offices or departments for resolution. Choosing the right one will depend on how you want calls to flow through your business from start to finish.

    CENTRAL CALL CENTERS VS. DIRECT ROUTING

    If your business has been built around the concept of a central call center handling all of your incoming calls, it is likely that you have already integrated VOIP technology along with computer integration to manage your customer service interactions. This phone technology allows your call center employees to access customer account information and handle incoming calls with minimal redirecting. In most customer service applications, this is a perfectly reasonable solution. However, some businesses, such as engineering and design firms, need their customers to be able to reach specific team members each and every time they call. These businesses benefit more from a direct routing approach, such as a virtual telephone system where users can call direct numbers (or use a menu) and automatically be directed to the correct department or employee without having to go through a central call center.

    VOIP AND PRESENCE MANAGEMENT

    Regardless of how you structure your incoming call routing, the communications industry as a whole is quickly turning to a variety of VoIP compatible features to make this technology the gold standard. As mentioned above, VoIP with computer integration provides adequate support for call centers around the world. However, VoIP is equally applicable to businesses that just need a network of devices to stay in contact with one another across multiple job sites.

    Presence Management is a newer concept in the industry, using a software application that allows any computer or mobile device with an Internet connection to tap into your phone system and quickly allow employees access no matter where they are. Phone technology for business has come a long way, and this one application makes it possible for users to join in on phone calls, utilize fax-to-email capabilities, participate in video conferences and more, even if they are out of the office or away from their regular computers. It provides the possibility of an infinitely expanding network of devices that can be modified on an ongoing basis.

    As phone technology for business applications continues to improve, you can expect VoIP to take over even more of the market. VoIP providers will continue to expand upon their features and functionality, allowing businesses with many separate locations to take advantage of capabilities that were once reserved for only high-end call center installations. More and more of these features are becoming digital tasks that can be done through the mobile phones and devices at our fingertips, so the price and rollout of VoIP systems will continue to be significantly less than any of the traditional equipment on the market. VoIP is unique in its ability to serve your company regardless of how you structure your call center or direct routing plan, as it is completely flexible.


  • Why Hybrid Clouds are More Than Just Another Trend

     
     
    Why Hybrid Clouds are More Than Just Another Trend
     
    It should come as no surprise that many small to midsize business owners take pride in overseeing every aspect of their startup business. Naturally, many are apprehensive when it comes to surrendering control of their servers, their data, and their applications.
     
    The downside of this need for control is that operating and maintaining everything onsite can be time consuming, super expensive, and it can make your business more vulnerable to failure related downtime and cyber threats.
     
    Although everything can be stored in the cloud at a fraction of the cost, many aren’t responsive to the idea of sharing the infrastructure their technology runs on.
     
    The great thing about the cloud is it’s not an all or nothing thing. This is exactly why so many small to midsize businesses have turned to hybrid cloud solutions. Just as they name implies, hybrid cloud solutions are both on and off premises. It’s the best of both worlds. An entrepreneur can still control certain aspects of the business on-site, but simultaneously exploit the cloud’s cost effectiveness and overall scalability.
     
    For example, a local server can be housed and managed on-site but that server, or just specific files, can still be backed up in the cloud and stored far away off-site. This provides a partial disaster recovery solution in the event of a hurricane, flood, fire, or just a basic server crash.
     
    Here are some tips for developing your hybrid cloud strategy
    • Honestly assess the current IT strategy – Over time, as your business grows and technology advances, your well-planned and neatly arranged IT infrastructure transforms into a disorganized mishmash of different servers and disconnected software and tools. View this almost as the spring-cleaning of a cluttered garage. What systems or applications are critical to your business right now and which ones no longer support your current or future business initiatives?
    • Know what you want to keep close – Every business will be different in this regard. Certain companies will prefer keeping large files in-house, in a more controlled private cloud for easy access, but may be okay with having their emails out there in the cloud.
    • See how others are leveraging a hybrid cloud environment – Services once only available to large enterprises are now available to SMBs. This presents an extraordinary opportunity to be more agile, flexible, and better suited for new business opportunities and growth. Remote monitoring, 24/7 support, and disaster recovery solutions can be easily integrated within a hybrid-computing environment – regardless of operating systems, server types, or mobile devices used.
    • Staged implementation – Be sure to plan your hybrid cloud strategy as a multi-year plan that is deployed in phases. For example, in the beginning, private controlled access to a public cloud service can be granted to internal application developers experimenting with a new business initiative. Or a new customer relations management SaaS (Software as a Service) application can be implemented.
    This is the year that even small or midsize enterprises are getting serious about cloud operations and a strategic mix of public cloud services and private cloud may make the transition easier.
     
    Contact us at Slappey Communications

  • Why SMBs Must Proactively Address the Threat of Mobile Hacks

     
     
    Why SMBs Must Proactively Address the Threat of Mobile Hacks
     
    More cyber criminals are targeting small-to-medium sized businesses. One reason for this is too many workplaces have insufficient bring-your-own-device (BYOD) policies in place. Some have none at all. Although firms are generally more knowledgeable about network security risks than in years past, they still woefully underestimate the security vulnerabilities linked to mobile devices like smartphones and tablets.
     
    This is a real cause for concern since data breaches have the ability to put many already financially challenged SMBs out of business.
     
    If customer/client data has been breached, there could be potential litigation costs, and naturally, lost goodwill and an irreparable hit to brand or company reputation.
     
    Don’t Just Say You’re Worried About the Bad Guys… Deal With Them
     
    SMBs say they view network security as a major priority but their inaction when it comes to mobile devices paints a different picture. A recent study found that only 16% of SMBs have a mobility policy in place.
     
    Despite the fact that stolen devices are a major problem in today’s mobile workforce, only 37% of mobility policies enforced today have a clear protocol outlined for lost devices.
     
    Even more troubling is the fact that those firms who have implemented mobility policies have initiated plans with some very obvious flaws.
     
    Key components of a mobility policy such as personal device use, public Wi-Fi accessibility, and data transmission and storage are often omitted from many policies.
     
    Thankfully, most SMB cybercrimes can be avoided with a comprehensive mobility policy and the help of mobile endpoint mobile device management services.
     
    A Mobility Policy Is All About Acceptable/Unacceptable Behaviors
     
    Your initial mobility policy doesn’t have to be all encompassing. There should be room for modifications, as things will evolve over time. Start small by laying some basic usage ground rules, defining acceptable devices and protocols for setting passwords for devices and downloading third-party apps. Define what data belongs to the company and how it’s to be edited, saved, and shared. Be sure to enforce these policies and detail the repercussions for abuse.
     
    Features of Mobile Device Management Services
     
    MDM services are available at an affordable cost. These services help IT managers identify and monitor the mobile devices accessing their network. This centralized management makes it easier to get each device configured for business access to securely share and update documents and content. MDM services proactively secure mobile devices by:
    • Specifying password policy and enforcing encryption settings
    • Detecting and restricting tampered devices
    • Remotely locating, locking, and wiping out lost or stolen devices
    • Removing corporate data from any system while leaving personal data intact
    • Enabling real time diagnosis/resolution of device, user, or app issues
    It’s important to realize that no one is immune to cybercrime. The ability to identify and combat imminent threats is critical and SMBs must be proactive in implementing solid practices that accomplish just that.

  • IMPROVING CUSTOMER SERVICE FOR BETTER CUSTOMER RETENTION


    Customer retention is a major part of increasing profits. It is common sense that customers who keep coming back will keep spending money with you, but the truth is that repeat customers actually spend more on each individual transaction as well, further multiplying their value to your company. When you compare the cost of procuring a new customer versus reaching out to a repeat customer, it becomes obvious that customer retention should always be a priority.

    KNOWING HOW YOUR CUSTOMERS WANT TO COMMUNICATE

    More studies arrive each day showing us that Millennials are simply not interested in waiting on hold for customer service. Instead, they prefer immediate answers, even if those answers are not the best solution for their problem. They prefer online resources they can access on their own, such as FAQs, and chat or email support so that they can multitask without having their phones to their ears as they wait. Customers are even willing to pay more each month for your service if it means they have more options for contacting you conveniently.

    QUEUES, CALL BACKS AND RESPONSE WINDOWS

    Given that Millennials really want fast answers, how do you cope when you have a line of callers waiting? The answer is simpler than it seems. Millennials want a fast response, even if it’s not the perfect response. Many companies send back an immediate response, which simply acknowledges that their query was received. Some phone systems allow callers to choose a call back option, so they can retain their place in line, but hang up and wait for you to call them back. Email often takes 24-48 hours for a real response, but customers are usually happy to wait as long as they get something back from you saying you have received their mail.

    Online customer service like live chat support can move much faster. More than likely the Millennials have already researched their problem online, tried troubleshooting on their own, and have a busy life to keep up while they’re waiting for your assistance. You can make this easier for them by providing online customer service in the form of searchable FAQs so that they can find a solution to simple problems on their own.

    LOGISTICS

    It may seem challenging to add so many customer service avenues at once without multiplying your staff. However, most companies who choose to include chat and email support on their websites find that they do not need to increase their customer service staff at all. In fact, you may be able to reduce your staff as the team becomes more familiar with the interface and more efficient. It is now possible to route emails and chat tickets to your service team in between calls. Imagine how easy it would be for one of your team members to hang up from one phone call, then answer two or three emails, answer a quick chat query, and then pick up another phone call. Adding more paths for customers to contact you doesn’t multiply the number of tickets you get each day; it simply redirects them to the fastest possible resolution.

    Online customer service is becoming a major part of nearly every industry. It can be used to improve the overall customer service experience and reduce the stress of customer interactions. Often, after callers have been forced to wait on hold for more than ten minutes, they are less receptive to solutions and their frustration hurts their willingness to return in the future. Chat and email support diffuses the situation and provides a more positive outcome with long-term potential.

  • Get smart about smartphones

    Get smart about smartphones

    With flexible working schedules, remote teams and Bring Your Own Device (BYOD) policies in force, it is has become commonplace for employees and business owners alike to use smartphones for work purposes. A quick reply to an email, sharing that sales presentation, glancing over that vendor proposal–all on a smartphone–is something we all do on a daily basis. But with this convenience comes great security risks.

    This blog discusses what they are and how you can avoid them.

    Mobile devices are lost/stolen more easily

    Unlike desktop computers, your smartphones and tablets are easier to steal. O, you may even forget yours at the restroom in the mall or in the subway, and along with it, goes all confidential data.

    Phishing: Avoid biting the bait

    A smartphone user is more likely to fall for a phishing scam on two accounts–one, with messaging apps like whatsapp, facebook messenger, etc., chances of getting phishing links are higher. The smaller screen size can make it difficult to clearly verify the authenticity of the site being visited.

    Free Wi-Fi = free malware

    Free wifi makes everyone happy. The smartphone user, the shopkeepers and also malware distributors! Your smartphone literally travels everywhere with you. The mall, the coffee shop, the movies and then to work as well. Just like how humans can catch the flu and make everyone at work sick, your mobile device can get infected with a malware and spread it across your network in the office.

    What you can do?

    You have antivirus for your computers, why not for your smartphones and tablets? We all know how disastrous a malware attack can be to your data, devices and your brand, in general. Consider installing antivirus software in your mobile devices to safeguard them from such attacks.

    How do you prevent misuse of your debit card? With a PIN number, right? You can do the same to your phone by protecting it with a passcode so the miscreant will not be able to use it to access your data. Also, there are apps that let you wipe out all the data from your smartphone remotely in case you lose your device.

    Be careful when downloading data and even 3rd party apps on your phone. Double check URLs when browsing online using your phone and don’t click on messages with links that seems malicious. In such cases, remember, if something seems too good to be true, it almost always is. Chances are, you may have not won that million dollar lottery or that all-expenses-paid trip to Europe.

    And, spread the word amongst your employees. Their phone has the power to damage your brand! Take care.

  • VISUALIZING THE SLAPPEY PLEDGE: VALIDATE


     I WILL VALIDATE. I will create clarity and avoid misunderstandings by discussing expectations upfront. I will establish mutually understood objectives and deadlines for all projects, issues, and commitments. I will confirm completion of tasks by asking customers and coworkers to validate my work.

    WATCH THE VIDEO HERE:



    A couple of years ago I got a call from a customer—he is usually always a nice guy, but I could tell he was a little irritated this time.  He said, “This isn’t that big of a deal, but why does it take 10 days to get a simple voicemail change done?” I immediately apologized for the oversight and told him we would get it taken care of immediately. We got it handled quickly and it blew over with the customer, but I couldn’t help feeling dismayed that we had squandered a 3 hour response and replaced it with a 10 day response because we didn’t validate.

    After I investigated the situation I found that the call had come in at about 12 pm on a Wednesday.  Since it was a fairly easy request, we got it done that afternoon at around 3. BUT—no one validated with the customer that it was done! We thought thought our work was done, but what we did wasn’t what the customer wanted.  I don’t know where along the way we got it mixed up, but the request we completed wasn’t what the customer needed.  So instead of getting bonus points with the customer for an awesome 3 hour response time, we lost credibility for what appeared to the customer to be a 10 day response.

    It would be like climbing up a tall ladder to find out you put it on the wrong building!

    But I want to be clear: validation starts by setting clear expectations upfront and then coming back at the end to make sure you met and exceeded those expectations. The process for validation is very critical with our customers but should also be used with each other as well.  Let’s take hold of the value we bring by being great at Validation!

    Clear Expectations Up Front + Validation After Complete = Happy Customers.


    Luke 14:28 “For which of you, intending to build a tower, does not sit down first and count the cost, whether he has enough to finish it.”

  • 5 Important IT checklists that no SMB should miss: Part-2

    5 Important IT checklists that no SMB should miss: Part-2

    In our last blog, we discussed 2 of the 5 important IT checklists that every SMB should have. In this post, we cover the other 3, namely, IT training, Data Backup, and BYOD checklists.

    IT Training checklist

    Your IT staff is not the only one who needs IT training. Everyone in your office does. An IT training checklist serves as a good process document for any new staff or for any staff working on new hardware or software. Following the IT training checklist can help cut down the learning curve, and ensures the hardware/software is leveraged in the best possible way, thus making your staff more efficient. Here’s what your IT training checklist can offer.

    1. Rules and regulations regarding software and hardware use
    2. Links to user manuals/instruction videos with how-tos for the software and hardware in use
    3. Information about whom to contact if there’s a need for troubleshooting
    4. Training schedules for each hardware/software, cyberthreats
    5. Information about whom to contact if there’s a perceived cybersecurity breach
    Your IT staff is not the only one who needs IT training. Everyone in your office does. An IT training checklist serves as a good process document for any new staff or for any staff working on new hardware or software. Here’s what your IT training checklist should contain.

    Data backups checklist

    There are a number of factors that can affect the accessibility and quality of your data. Data backups are key to ensuring your data is not lost. You should maintain a checklist or a policy document that covers this aspect. Your data backups checklist should cover

    • What are the different data sets that need to be backed up
    • How often do each of those data sets need to be backed up
    • Where (location/device) will the data backup occur
    • How will the data backup happen
    • Who will be responsible for the data backup

    BYOD policy checklist

    In the current business environment where companies allow their employees to use their own devices for work purposes, a BYOD (Bring-your-own-device) checklist is a must. This checklist should answer questions like

    • Who is allowed to bring their devices to work (employees of some departments that deal with sensitive data like, the HR/accounts may not be allowed to do so)
    • What kind of devices are allowed/approved? For example, you can specify a version below which a certain OS may not be allowed, as it may be outdated, exposing your entire network to any security threat that it may be vulnerable to
    • Who is responsible for ensuring the security patches and antimalware protection is up-to-date
    Having these checklists/policy documents do not ensure your IT infrastructure is always safe and secure, or never suffers a downtime. These checklists merely help in cutting down instances of security breaches or downtime and go a long way in helping you respond positively to any IT crisis that may befall your business. What we have discussed here is just the proverbial ‘tip of the iceberg’. Your checklists have to be comprehensive, in-depth and cover every angle with a clearly defined action plan for any IT contingency. Reaching out to an experienced MSP for assistance will ensure you leave no loose ends.

  • How Much Does Downtime Really Cost Your Business?


     
    Many SMB owners think IT downtime only costs them a few productive hours, but there’s a lot more at stake when your systems go down. Customer satisfaction and loss of brand integrity are just two of the key losses apart from the more evident costs such as lost productivity and a temporary dip in sales.
     
    Here’s a few other ways downtime can hurt your business:

    1. Customer Loss – Today’s buyer lacks patience !important; They are used to getting everything at the click of a mouse, at the tap of a finger. Suppose they are looking for the kind of products/services that you offer and your site doesn’t load or is unavailable—even if temporarily– you are likely to lose them to a competitor—permanently.

    2. Damage to Brand Reputation – Customers are now using Social media platforms like Facebook and Twitter and blogs to vent their bad brand experiences. Imagine an irate customer who doesn’t know if their card was charged on your site, or not, due to a server error. If it’s your bad day, they could probably be using Facebook or Twitter to share their bad experience, and it could be viewed by hundreds of people, causing irreparable harm to your brand image.

    3. Loss of Productivity – When your systems don’t work, this can have a direct impact on your employees’ productivity. Consider a research firm of 200 employees where they primarily rely on internet connectivity to access the knowledge base. If the server hosting the knowledge base is down, there’s a total loss of at least 1600 work hours for one day.

    4. Overtime, Repair and Recovery, Compensatory costs – In the above case, imagine the overtime wages the business would have to incur if they were to make up for the work loss they faced owing to downtime. In addition, there’s always the cost of repair—the money the business would have to shell out to fix the issue that caused the downtime and get the server up and running again.

    In some cases, businesses would have to incur additional costs to make customers happy. These could include giving away the product for free or at a discount, or using priority shipping to make up for a delayed order.

    5. Possible Lawsuits – Businesses could also be at the receiving end of lawsuits. For example, a downtime that has an impact on production, delivery or finances of the customer could invite litigation.

    6. Marketing Efforts Rendered Useless – Consider a pay-per-click advertisement that shows up for the right keywords on Google, or an extensive e-mail campaign that your business engages in. However, when the prospect clicks on the link, all they see is an error message – Isn’t that a waste of your marketing budget?

    The bottom line—one natural disaster, one technical snag or just one power outage has the power to put you out of business – both virtually and in reality. It’s probably time to think about how you can mitigate the threat of a possible downtime and whether your MSP can act as an effective and efficient ally in this battle for you.



  • 3 BEST PHONE SYSTEM TIPS


    If it is time for you to evaluate your business telecommunication systems and make a few upgrades, you first need a clear plan of action. Communications systems are more complex than they have been in the past, bringing together mobile and networked devices as well as multi-channel support. Your ability to communicate effectively in today’s world will require some careful thought and planning with a professional to achieve your goals.

    ASSESS YOUR NEEDS

    The whole point of upgrading your business telecommunication system is to make it run more efficiently and effectively than it has in the past. To do this, you need to sit down and conduct a thorough assessment of how your business is currently using your phone systems and where you are struggling. Put together a real list of concerns that need to be addressed, but try not to overshoot. If you load in too many options to your new system, you will be burdened with new inefficiencies.

    One of the best ways to get an accurate assessment is to survey your team members. They are the ones using the systems day in and day out to provide customer service to your clients, and they probably have a good idea of which issues need the most attention.

    DON’T BE AFRAID OF CHANGE

    Most companies do not upgrade their business telecommunication systems at the same rate that technology is advancing. As such, your current system is probably several generations behind technologically.

    The good news is that many of the latest features are designed to enhance your ability to serve customers and meet them where they already are (e.g. mobile apps, live chat support, etc). Don’t be afraid to try something new while you have the chance, because your next big opportunity might be years away. Keep in mind that your competitors may already be rolling out the latest technologies available, and you need to keep up to stay in touch with your customer base.

    BE REALISTIC

    Major upgrades are expensive, and while you may be wary of spending a ton of money on new technology that you’ve never used before, you do need to be realistic about what this technology costs to implement as well as the returns it can earn for you. Any tool that increases your team’s productivity is worth consideration, but choosing the least expensive path at every opportunity may strangle your ability to grow. Gather a few quotes, do some research, and learn what you can expect to pay for a system before you dive in.

    Your business communication system is an integral part of how you care for your clients. By investing in new technologies and adding more functional features to your communications system, you can build stronger relationships with your customers and empower your team to effectively resolve problems or make new sales faster. The key to getting real results from your new system is to make sure you are getting the right system and technology by selecting features that add value for your team members based on their assessment of what it takes to get the job done.

  • Password Basics That Are Still Ignored



    You can have all the locks on your data center and have all the network security available, but nothing will keep your data safe if your employees are sloppy with passwords.

    There are many ways data can be breached, and opening some link they shouldn’t is one of the most serious security sins employees can commit, but today we’ll just talk about passwords.

    Here are some basic practices that you should require your employees to follow. These are basic tips. System administrators should implement other policies, such as those that forbid using passwords previously used and locking accounts after a few failed attempts to login. But just for you as a manager, here are a few tips.

    1. Change Passwords – Most security experts recommend that companies change out all passwords every 30 to 90 days.
    2. Password Requirements – Should include a of mix upper and lowercase, number, and a symbol.
    3. Teach employees NOT to use standard dictionary words (any language), or personal data that can be known, or could be stolen: addresses, tel numbers, SSN, etc.
    4. Emphasize that employees should not access anything using another employee’s login. To save time or for convenience, employees may leave systems open and let others access them. This is usually done so one person doesn’t take the time to logout and the next has to log back in. Make a policy regarding this and enforce it.
    These are just a few basic password tips, but they can make a big difference in keeping your business’s sensitive data safe.