It's Time to Diversify How We Train Our Staff

This article by dvsAnalytics perfectly describes how we feel about training in the workplace. Over recent years, it's as though employee education and training has become more of a standardized "one-size-fits-all" process. The problem with this is that not all employees are the same, or learn the same way for that matter. It's usually more or less due to the fact that managers and supervisors are too busy to attend each and every employee's needs on a one-to-one basis at anytime any day during the workweek. 

What needs to happen in order to fix this issue is perfectly highlighted in the article. We recommend you read more here: http://www.dvsanalytics.com/blog/2015/09/moving-away-from-one-size-fits-all-agent-coaching-and-training/

The Benefits of Integrated Applications in the Workplace

High Tech Communications often preaches the benefits of integrated applications in the workplace.  Long gone are the days of replacing phone systems simply because they are old - you now need a driving reason, one that will help shape your business. I read the attached blog from ShoreTel because it (on the surface) started talking the same language that we speak. However, although the article is not incorrect, I felt it lacked the punch that it deserves.  

Companies look for key competitive advantages to set themselves apart from their competition, this is something that will allow them to accomplish just that. Having information at your fingertips when a client calls your Sales or Service desk is not only time saving (reducing operational costs), but also improves customer satisfaction. This concept is not new, however, it is often lost in translation and sometimes falls by the wayside because it is not sexy. It is just as important now as it was ten years ago. Not to mentions, we (including myself), say the term CRM - but what about other databases within the organization? Tying together an ERP system to the VoIP solution opens up more service possibilities. What are those possibilities? How about automatic call backs based on service history.  CRM is a Sales tool and may not have that information readily available.

Again, this is not to take away from the article as I think it touches upon some key points like ROI and reducing operational costs (Point #4), but not because of a lower phone bill. It is much, much more grand and achievable than that and the message could use some new, enhanced focus. In fact, after reading it a few times I am not sure what point #4 has with this article at all. If you do maybe we should talk live?

https://www.shoretel.com/blog/benefits-linking-crm-voip-systems

Is It Time to Rethink the Desktop Phone?

Now this comment is true mainly because I am in the technology field, but I often get into the conversation around desk phones versus, well, whatever the alternative is. At one point I thought as many others did, and that the desk phone was dead. No one wanted to spend the money on a piece of hardware that would sit there and collect dust. I have actually had CEO’s and President’s come up to me and say they want all phones removed from our quotes because no one wants a desk phone anymore. While I applaud the notion that we are evolving into something new, I believe that the desk phone will be with us for the foreseeable future. I am up to debate this, and I will also debate it with myself; but even through all of the hype over the latest smartphone, softphones, and how no one can live without these devices when you go to the office a desk phone is still there waiting for you.

Where do I see the change happening soon? As a sales person on the road I never want to see a desk phone. Simply because there is no point. As a service technician of any nature I never want to see a desk phone. Again, a headset on a mobile is better. Given the way technology can adapt and integrate, this makes perfect sense. Now, as someone who is tied to your desk, say inside sales or accounting then desk phones should still exist. Well, even then some would argue but I say bring the argument on. I enjoy talking about the merits of how the world will change because Apple came out with a new device and ShoreTel has a dock for it. Oh wait…I have an Android.

Enjoy:

https://www.shoretel.com/blog/millennials-rethink-desktop-phone

Microsoft Vs. Google: The Debate Forges On

Microsoft versus Google… The debate continues. To me, this is no different than Apple versus Android - to each their own, and if you choose one that you like better because of the look and feel, just stick with it. I prefer Android for those that care, but if I was to look at Google versus Microsoft, I prefer Microsoft. Why? I am familiar with it - pretty simple really. For years I have perfected my macros and shortcut keys to the point where I am faster without a mouse then with one. As long as Microsoft stays current with its upgrades and feature sets, and the competition charge for their services equal to what Microsoft charges, change is hard to justify. Now, with that said I have looked deeper into this and evaluated both technologies for my personal use. I am not one to stay status quo without doing my due diligence as I recommend each of you do as well.

If you want to cheat, the chart right in the middle of the article gives you most of what you need to know.

http://www.cio.com/article/2936001/cloud-computing/office-365-vs-google-for-work-a-cloud-comparison-for-small-businesses.html