IT Voice

Category: Uncategorized

  • Business Disaster: What Threatens Small Businesses the Most?


    Business Disaster: What Threatens Small Businesses the Most?

    There are many threats to the integrity of a small business, and not all of them are as dramatic as a cyberattack or a hurricane. Every small business needs to do a risk assessment to determine all the threats that exist that could bring harm. External threats are the ones that get the the most attention. These can be big snowstorms or hurricanes that bring down power lines and network connections. They can also be man-made. A power outage due to a grid failure, or an act of terror. Also in this category are phishing scams, cyber attacks and data theft from external sources.

    All of these are the ones that make the evening network news, and every business needs to plan how to handle them. However, there are some internal threats that can be just as serious, but are far less attention getting.

    For example, human error. Stolen data can occur because someone forgot about changing their passcode, or they left a smartphone containing critical data on the bus. These aren’t nefarious acts, but they can still have serious consequences. Have you looked at how you might wipe clean a lost phone? What about the person who forgot to do a backup the day before a server failed?

    Another area where human error can occur is a technical oversight. Perhaps an overworked tech who did not recognize the existence of a single point of failure in your IT infrastructure. To learn how outsourcing some tasks such as proactive management and security audits can solve these problems, see “Outsourcing Isn’t a Dirty Word: Meet Managed Services, Your IT Team’s New Best Friend – Managed Services”

  • Five Ways Your Business Can Improve Its Search Engine Rankings


     
    In an age where most business happens online, not showing up in Google search results can really hurt you. While there’s no real shortcut to showing up consistently on web searches, there are a few quick fixes to get your site to show up on your potential customer’s search results…
     
    1. HTML tags –  Important HTML tags include the title tag, meta description and meta keywords. Make sure each page of your website has appropriate HTML tags. The title tag of each page should be unique and relevant to that particular page.
     
    2. Alternative text images –  Ensure that most of the images on your website have alternative text tags. Alt tags are basically descriptions for images. By adding relevant alternative tags to images, you are allowing search engines to recognize them, which will improve the likelihood of your page showing up in search results.
     
    3. File hierarchy –  How simple is your HTML file hierarchy? Check to see if your website’s pages are logically situated and avoid too many unnecessary folders. For example: ‘NFL=>Teams=>PittsburghSteelers’ is a better folder structure than ‘NFL=>Teams=>NFCEast=>PittsburghSteelers’, because here ‘NFCEast’ is redundant and only serves to push the Steelers page deeper down the order. This complexity makes your site less likely to show up on search results for people searching for Steelers websites.
     
    4. Sitemap –  A sitemap acts as a navigational guide for your visitors as well as search engines. Does your website have one? If not, then it’s time to put up a site map on your website.
     
    5. Content quality –  Read your website content to determine its quality. Is your content written for search engines or actual visitors? Is it stuffed with keywords? Does it truly add value to your audience, or is simply there to fill up the page? Answer these questions and make sure it has value for your audience. Value for your audience translates to better search engine rankings.


  • VISUALIZING THE SLAPPEY PLEDGE: TAKE PERSONAL OWNERSHIP [VIDEO]



     I WILL TAKE PERSONAL OWNERSHIP. I will exhibit good stewardship, be disciplined, and exercise follow through. I will treat company property and money as if it were my own. If a customer tells me a problem, I will own it.

    This is what sets us apart from other companies.

    WATCH THE VIDEO HERE:


    Early in the 2009 season, the Florida Gators lost a close game to Ole Miss.  Tim Tebow was interviewed by the press following the game.  He didn’t look to someone else to step up, but he took the personal responsibility for the loss and committed to making a difference.  It was a nice speech, but that’s not what made the difference.  The difference was what he did in practice every day and in every game.  He followed through, owned it, and later that year won the national championship.

    If each of us will take the opportunities in front of us and take personal ownership, we also will rise to a new level of success.

  • Why you need omni-channel communications: Your own experience is a guide.



    Why you need omni-channel communications: Your own experience is a guide.
     
    Omni-channel communications refers to the channel model, where all of the data collected with a customer is immediately transferred to every other available communication channel.
     
    For example, if a customer places an order on the phone with a customer rep, that person could also be simultaneously logged into the website order page to verify the order has been placed and scheduled for processing.
     
    If you are wondering why you need to meet this expectation of immediacy, think about your own frustrations when this model isn’t available. Who hasn’t called in to a customer service site with a problem or issue which needs resolution. Let’s take a billing error as an example. You call the central 800 number, which takes you to a general customer service call center. You explain the problem you are having in considerable detail. Unfortunately the service representative can’t handle the issue because it requires an approval from the billing department, so they transfer your call to billing. You wait on hold for a while until the billing department representative comes online. They have no way of knowing what you told the customer service department, so you need to retell the story a second time. The solution is beyond his authority to resolve, so you are transferred to a department manager. Again, there is no tool for transferring your story, so you explain your problem a third time. By now you are more frustrated about the organization’s complete inability to communicate within its different units than you were about the initial problem.
     
    Do you do this to your customers? We have all had this experience and know how deeply frustrating it can be, so we should be able to empathize with our own clients if we create silos that create scenarios like these. Remember, there will always be times when we haven’t lived up to customer expectations. Mistakes happen, but don’t create communication silos that make problem resolution another layer of problems.

  • Keylogger 101

    Keylogger 101

    We have all heard of hacking, virus, ransomwares, etc. as they keep coming up in the news every now and then. But, have you heard of keyloggers? In this blog post, we discuss keyloggers and how they can be used to gain unauthorized access to your system, online accounts, network and data.

    As the name suggests, a keylogger logs keys–it captures the keystrokes you make. In fact, use of keyloggers is not illegal. Keyloggers are perfectly legal and are often used by companies to keep tabs on their employees’ IT activities during work and closer home, parents use keyloggers to monitor their children’s computer activities for safety and security purposes. But, as with all tools, even keyloggers can be misused and cause a lot of damage if leveraged by a cybercriminal. By logging keystrokes, the keylogger captures passwords and other confidential information. Imagine someone having access to all your usernames and passwords. Your bank accounts, your shopping accounts, your online subscriptions and what not!

    So, how do unauthorized keyloggers enter your system? Like other malwares, keyloggers are snuck into the system to bug it without the knowledge of the user. Clicking on phishing links, downloading, opening or running malicious attachments, using applications or browsers with security loopholes are all ways for cybercriminals to install keyloggers into your system.

    The first line of defense against such keylogger attacks is powerful anti malware tools that detect and isolate such threats. Also, invest in a good password management tool that will help you create and manage secure passwords effectively.

    As a best practice, you should also implement multi-factor authentication, which requires more than just a password to permit access. Train your staff to follow password best practices and general cyber hygiene such as not browsing unsecured websites, avoiding public WiFi, etc.

    From the administration perspective, ensure all your software programs are updated and security patches are implemented on time.

    You can consider enlisting the assistance of an MSP who will help you tackle not just the threat posed by keyloggers, but also the wide range of security threats that exist in the virtual world.

  • The Benefits of a Managed Service Provider

     
     
    Managed Service Providers – or MSPs – are often recommended as a cost effective IT solution for small businesses. For a minimal monthly fee, MSPs provide a reasonably priced solution to the complex technology pains of small businesses. Here’s a look at the various benefits an MSP can offer your business…
    • Freed-Up Resources and a Renewed Emphasis on Core Business – Both business owners and internal IT staff would much rather focus on revenue enhancing tasks like product development or the creation of cutting-edge applications/services. This is one reason routine monitoring and maintenance tasks are often neglected by an internal IT person or team, which always proves to be detrimental much later.

    Often misportrayed as a “threat” to an internal IT person or staff, MSPs can instead relieve internal staff of mundane network operations maintenance, repetitious monitoring of server and storage infrastructure, and day-to-day operations and help desk duties.

    • A True Partner Sharing Risks And Responsibilities –The goal of an MSP is to deliver on contracted services, measure, report, analyze and optimize IT service operations, and truly become an irreplaceable catalyst for business growth. Managed Service Providers not only assume leadership roles, they enable risk reduction, enhance efficiency and change the culture by introducing internal IT operations to new technologies and processes.
    • Access to Expertise, Best Practices and World-Class Tools and Technologies – MSPs have experience with a variety of businesses and organizations. Managed Service Providers can keep your business relevant and on track with continually evolving technology, support, and productivity demands. Let’s face it, no small or medium sized business can afford to fall behind with technology trends in today’s business world.

    • The Benefit of a Full-Time Fully Staffed IT Department at a Fraction of the Cost – Most small business owners live and die by proactive management. They just haven’t had the budget, resources or access to on-demand expertise to be proactive with information technology management. A Managed Service Provider gives business owners and overwhelmed internal IT staff affordable computer and server support, remote monitoring of critical network components like servers and firewalls, data backup and disaster recovery, network security, custom software solutions, and technology evaluation and planning.
    Managed Service Providers can decrease the overall IT support costs by as much as 30% to 50%. Rather than being stressed about technology, business owners can instead get back to focusing on growing their business. All while enjoying the benefits of highly-trained IT experts boosting their network’s reliability and performance.

  • BYOD=Bring your own disaster?

    BYOD=Bring your own disaster?

    Workplaces today have changed. They extend beyond the working hours, beyond the cubicles. Whether you are commuting to work or even vacationing, chances are you or your employees take a break from the break to reply to those important emails that require ‘immediate action’. Plus, there may even be employees who are not even on the same continent as you. What does all this mean for your business in terms of IT security? Does BYOD translate to bring your own disaster to work? This blog explores the risks of BYOD culture and offers tips on how you can avoid them.

    When you adopt a BYOD culture at your business, you are opening the virtual floodgates to all kind of malwares and phishing attacks. Your employee may be storing work-related data on their personal devices and then clicking a malicious link they received on their personal email or (even whatsapp in case of tablets or smartphones) and put your entire network at risk. Secondly, you cannot control how your employees use their personal devices. They may connect to unauthorized networks, download unauthorized software programs, use outdated antivirus programs etc,. Even something as simple and harmless as the free wifi at the mall can spell danger for your data.

    What you can do?

    First of all, if you have decided to adopt the BYOD culture in your organization, ensure you have a strong BYOD policy in place. It should cover the dos and don’ts and define boundaries and responsibilities related to the BYOD environment.

    It also makes sense for you to invest in strong antivirus software and mandate those employees following the BYOD model to install it. You can also conduct device audits to ensure your employee’s personal devices are up-to-date in terms of software, security and firewall requirements to the extent that they are safe to be used for work purpose.

    And one of the most important aspects–train your employees on the best practices related to basic data security, access and BYOD environments. This will ensure that they don’t make mistakes that prove costly to you. You can conduct mock drills, tests and certifications and provide the BYOD privilege to only those who clear your tests. You could also use positive and negative reinforcements to ensure everyone takes it seriously.

    BYOD is great in terms of the flexibility it lends to both–the employer and the employee, and the trend is here to stay. It is up to businesses to ensure it helps more than it can hurt.

  • Free Internet Access? Don’t fall for this one

    Free Internet Access? Don’t fall for this one

    One of the popular internet scams that has been doing the rounds since 2017 is the one about “Free Internet”. This scam seems to resurface and somehow manages to claim quite a few unsuspecting victims. Here’s how they catch you.

    • Ads are created on Google, Facebook, popular search engines and social media platforms advertising free internet hours.
    • The ads look professional and show up on general searches and on social media when surfing. This offers a sense of validity.
    • Once you click on the ad, you will be taken to their website, where you will be asked to perform an action, such as

      1. Filling out a form with your Personally Identifiable Information (PII)
      2. Sharing your credit card information, and though you will be promised that your card won’t be charged, you may end up signing up for something or subscribing to a service for which your card will be charged later.
      3. Sharing a few email IDs or phone numbers–basically contacts with whom you will be asked to share the message in return for free internet service.

    How to stay safe?
    As always, remember no one offers something for free. Whether it is free internet access or tickets to a concert, if it is something of value, then you will be expected to provide some value in return. Steer clear of offers that seem too good to be true. If you receive a message from someone you know and trust, please let them know that their link may be a problem. No matter what, don’t open a link from anyone if you aren’t entirely sure the links are valid.

  • How to Change Telephone Providers (Seamlessly)

    Is the hassle of switching voice and communications providers making you hesitate on upgrading or finding a provider that better suits your needs? Do you worry about compatibility with your information technology? 

    IT Voice will guide you to the right service level and providers the same way we do for all your technology needs. After all, we know your business and your IT challenges. Pairing voice and technology together makes sense. Some things are just better together like… peanut butter and jelly.  

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  • 3 WAYS TO IMPROVE YOUR COMPANY’S ONLINE CUSTOMER SERVICE


    Online customer service is quickly becoming a matter of life and death in the business world. Companies who fail to adapt to new online customer service standards find their customers flocking to competitors who offer a higher level of service. If you find yourself needing to update your customer service practices to keep up, here are a few ways you can make a difference now.

    • Knowing Your Customer Base – The first step in improving your customer service is knowing who your customers are. Do you serve primarily baby boomers and older generations who have been slow to take up technology, or do you serve Millenials who let technology drive their every move? If you serve both, do you have the means to effectively deliver quality service to both groups based on their unique needs? Taking the time to research your customer base and know what they expect of you will go a long way toward investing your money in the right technologies.
    • Make Information Available – Online customer service and communication does not necessarily mean that you need to have an agent standing by at all times. Many companies find that their customers experience a heightened level of service simply by making information about their accounts and products readily available to them. This is often done by investing in a quality website that includes a well-designed customer portal and even an automated chat agent who can help troubleshoot simple problems without the need of human input. The return on investment is virtually limitless with this technology.
    • Add Features that Matter – Once you know who your customers are and you make it possible for them to manage their information on their own, all you have left to worry about it communicating with the smaller percentage who actually need to speak with an agent directly. Now is the time to determine which features matter most to these individuals. This includes live chat support for issues that can’t be resolved by an automated system, email support for those who aren’t in a rush, and better call features. If your customers are expecting to wait on hold when they call you, they are probably dreading the call before it ever happens. Setting up a system that places them in a virtual queue and calls them back later will free up their time and be less disruptive to their life. Of course, the features that you add need to correspond with the customer base who will be most likely to use them.

    The more information you gather about your customers ahead of time, the better able you are to invest that money wisely. Your online customer service will improve drastically if you can show your customers that you are willing to meet them on their terms and make their lives easier. You can simultaneously simplify your service by making some of those features automated so that your team can focus on the ones that really require one-on-one help.