You can’t manage what you don’t measure. So what is your phone system trying to tell you? With detailed call reporting you can manage and measure your company’s key performance indicators (KPI) to ensure your business is setting the bar for your industry’s’ standards. We have found a few common KPI’s for the healthcare industry are average wait time, abandonment rate, agent available time, and first call resolution. Chronicall can help you monitor and report in all these areas. (more…)
A good definition of Business Continuity Planning (BCP) is the creation of a strategy through the recognition of threats and risks facing a company, with an eye to ensure that personnel and assets are protected and able to function in the event of a disaster. Business continuity planning involves defining potential risks, determining how those risks will affect operations, implementing safeguards and procedures designed to mitigate those risks, testing those procedures to ensure that they work, and periodically reviewing the process to make sure that it is up to date. (more…)
Along with the release of IP Office 11, Avaya has also introduced several new phones that can change the way your business communicates. (more…)
A sign of a great company is the number of referrals and recommendations customers give. The proven process within the company is what drives many of these referrals and recommendations. This being said, the customer experience is paramount to the success of any company and should be the driver for all decisions.
I’m Steve Leidholdt, President and CEO of STL Communications.
I would like to provide you with some valuable details about changes in the world of technology, with a specific focus on why and how managed services is the fastest growing segment of technology today.
What is the Definition of managed services?
Managed Services can be defined as proactive management of an information technology asset or object, by a third party typically known as an MSP, on behalf of the end-user. The operative distinction that sets apart a managed service program is the proactive delivery of their service, as compared to reactive IT services, which have been around for decades.