Archive for the ‘FAQ’ Category

Reduce Abandon Rates and Improve Customer Experience in 3 Easy Steps

Friday, June 19th, 2015

 

The stakes have never been higher! Make sure that you’re setting your business up for success by empowering your call center with the technology they need to service your clients.  Not sure where to start? Teltek can help you meet and ever better exceed your customers expectations.

Reduce abandon rates and improve customer experience in 3 easy steps:

  1. Add a call back option.  Be proactive! Rather than make customers wait on hold in order to speak with an agent, proactively offer the option to have an agent call them back.  This can be particularly impactful during peak call times when the wait time is extended.
  2. Be transparent.  Honesty is the best policy.  Make sure to keep your callers informed of realistic hold times. . . but don’t push it.  There’s nothing worse than being reminded every minute that “your call is very important to us”.  Let callers listen to soothing hold music as they pass the time.  Alternate the frequency of your on hold music.  For example:
    • “First automated message
    • 1 minute of on-hold music
    • Second automated message
    • 2 minutes of on-hold music
    • Third automated message
    • 4 minutes of on-hold music
    • Fourth automated message” (CallCenterHelper.com)
  3. Keep your call center informed with access to the right technology- You’re a customer and you’ve been waiting on hold for 5 minutes, you’ve gone through all of the prompts entering your account number and getting to the right group to help you with your question.  Then finally someone answers . . . and promptly asks for your account number, again! Don’t add insult to injury after already making a customer wait to speak to you by asking them to repeat themselves. By outfitting your call center with an integrated customer service platform, the caller’s information will be available to your agent when they accept the call, yielding a far more personal (and less frustrating) experience for your customer.

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

7 statistics that will have you rethinking customer service

Thursday, June 18th, 2015

 

Increased responsiveness and customer engagement leads to customer loyalty and higher sales. That’s a given, right?  But how do you measure and analyze our customer’s interaction with our company and brand?  What should you be looking at?

7 statistics that will have you rethinking customer service:

  1. “42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.” (Forrester)
  2. “According to a CEI Survey, 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations.” (Forbes)
  3. “26% of consumers have experienced being transferred from agent to agent without any resolution of their problem.” (2012 Global Customer Service Barometer)
  4. “Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), ‘click-to-call’ support automation (34%).” (eConsultancy)
  5. “It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.” (White House Office of Consumer Affairs)
  6. “When reviewing the most commonly used channels, Facebook was the fourth most popular, behind email (85%), phone (81%), and in-person (61%). Facebook climbed above the 50% mark while web-self-service clipped below 45%.” (Call Center IQ)
  7. “Companies lose roughly $900 per employee every year due to lost productivity from customer service wait times. That adds up to $130 billion in annual expenses for U.S. businesses.” (INC Magazine)

 

The effectiveness of your customer contact center has a direct impact on your business whether your sales come predominately from the web or phone.  Make sure that you have the right systems and technology in place to ensure that you’re taking care of your customers whichever channel they choose. Not sure where to start?  Teltek can help!

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

Top 5 Email Signature Mistakes

Wednesday, June 10th, 2015

 

email signature mistakes

 

Top 5 email signature mistakes:

  1. Not having one –  Much like letterhead or a business card, an email signature lets people know who you are, what you do and how to get in contact with you.
  2. Not including a phone number  – Listen, I like email just as much as the next girl but sometimes nothing fits the bill like a phone call.  Make sure you’re making contact details easily accessible for your recipient.
  3. Using an image as your signature – In the same vein, including a company logo is fine but making the entire signature an image can frustrate your recipient.  With the advent of smart phones, most people expect to be able to simply click on your phone number to make a call.  Conversely, I can’t tell you how many times I went to pull a person’s contact details from their signature to enter into my contact management system only to realize that I can’t simply cut and paste. A simple task is turned into a chore, plus you risk entering the details incorrectly thereby hindering future communication.
  4. Using a multiple, colors, fonts or images  – Not only can this distract the recipient from the content of your message but this can make an ongoing email correspondence string longer than it has to be.  You’ll appreciate this if you’ve ever had to scroll through an email string to find a piece of data . . . fast forward to 3 minutes later and you’re still scrolling. Another often overlooked consequence of the fancy corporate marketing generated email signature template could be offending your audience.  For example, a friend who works for an insurance company recently commented on his happy go lucky colorful email signature he is required to use.  “How do you think this happy go lucky signature will look with the message – we’re denying your 2 million dollar claim?” While I’m a huge fan of corporate branding, it should never be in conflict with your message.
  5. Including your fax number – It’s not 1995 anymore.  Most businesses have moved away from fax communication instead opting for email.  If a contact does require it, it’s the exception not the rule.  Fore example, recently I had a client ask me for our fax number and honestly, I had to dial a friend because it had be over 5 years since I had given it out previously.

 

Which are you guilty of?  A signature is an important part of the communication between you and your recipient. Make sure you’re helping and not hindering your message with the right information and tone.

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

Top 5 Google Chrome keyboard shortcuts

Wednesday, May 27th, 2015

 

Building on the popularity of its search engine, Chrome is a free browser in the ever growing family of Google products.  Since 2008, Chrome has offered an alternative browsing option for Microsoft’s Internet Explorer, Firefox and Safari.  In 2013 I officially made the all out switch to Chrome as my go to browser.  While I’m by no means a master, here are a handful of tips that make web surfing a breeze.

 

Top 5 Google Chrome Keyboard Shortcuts

  1. Oops!  Reopen the last closed tab -  It happens (all to frequently.) You close a tab only to realize that you needed one more thing from the website before being finished.  Now you’re just a simple CONTROL + SHIFT + T key combination away from getting it back.
  2. You’re interested in reading more about this topic but don’t want to go down the proverbial rabbit hole and lose your place in the exiting article, click SHIFT + the link to open a hyperlink in a new window.
  3. Press BACKSPACE to go back to the last page you visited.
  4. Hold CTRL + R to refresh the page.  I’ve found this to be extremely helpful when stalking a ticket buying website to wait to pounce at the exact moment that ticket sales open for that concert I’ve been dying to see.
  5. Looking for a particular section or word?  Quickly click CTRL + F to open the find window to search for exactly what you need within the page.

 

Thanks to our friends at HubSpot for this awesome cheatsheet that includes my favorites and a whole lot more for your mac and PC!!

 

Google Chrome keyboard shortcuts – Cheat Sheet

 

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

 

4 Benefits of Cloud-Hosted PBX

Friday, May 22nd, 2015

 

Decrease charges, increase productivity and maximize your interaction with your clients.  Sounds great, right?! Todays phone systems have a host of features that will allow you to do just that. However, you might be priced out of the market to get all of the features and functionality that  your business needs with on-premise solution but a Cloud-Hosted PBX can get you what you need, now, at a lesser cost.

4 Benefits of Cloud-Hosted PBX:

  1. Lower hardware and maintenance costs – A hosted PBX allows you to eliminate up front hardware costs and allows you to take advantage of share resources.
  2. Scalability – Only pay for the lines that are in use and add or remove lines in minutes insuring that you’re able to provide exactly the right coverage that your business needs, when you need it.
  3. Control your phone bill - Avoid an unexpected or exorbitant long distance bill by by eliminating personal or international calls by requiring an authorization code.
  4. Business continuity – With planned redundancy and  guaranteed uptime reliability and a cloud-hosted PBX keeps your business online!
  5.  

    Interested in learning about more ways a Cloud-Hosted PBX can benefit your business?  Give us call for a professional assessment of your business’ telecommunications needs.

    Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

3 Ways Doodling Can Help You At Work

Friday, May 8th, 2015

 

I’m constantly “doodling.”  Ever since I was a kid I would find myself aimlessly drawing designs on my notebooks and papers while listening to a story, lecture or now during a meeting.  Was I not paying attention or distracted?  I think it actually helps me focus and there’s data to support that theory.  The current research in the fields of neuroscience, psychology and design are all touting its value in the workplace. Doodles, not to be confused with notes, can be abstract patterns or drawings of actual people, places and things. Here are 3 ways doodling can help you at work:

 

Doodling can help you pay attention.  We’ve all been there.  It’s the 2nd hour of a department meeting and it feels like there’s no end in sight.  You find your mind wandering as you mentally check out of the room. However, if you were to catch yourself pre-zone out and start to doodle, you’d  not only prevent your brain (and potentially you) from falling asleep, you’d be able to retain 29% more that your non doodling counterparts says TIME Magazine. The simple act of doodling can help your brain remain in the present and be receptive to new information.

 

Doodling can help you grasp new concepts and refine your ideas. Nowadays most of my doodles are to help me work through or communicate a process, layout or design at work.  In fact there’s been many a time where I’ve either handed over one of my “doodles” to a colleague to follow up on a discussion or snapped a quick pic of my latest whiteboard “masterpiece” to save for myself as a reference point.  I’m not alone, this is how many of us process information and concepts.  By drawing a picture of what the end result or inputs would be instead of writing out notes, I’m working though connecting the individual pieces of information together and understanding how they work as one system.  Sometime these doodles look very formal like a flow chart and sometimes they take on a life of their own in an organic design.  Either way, it’s a tool I rely on to help me learn. Additionally, doodling help me to think outside of the box and solve problems. I can work through something far easier visually that through text and in the process come up with new ways to address the problem.

 

Doodling can help you to retain information.  I’m sure your familiar with students who listen to music while they study, you might have even been one of them.  This is the same concept.  Just like the music will trigger a memory of the information they were studying when listened to at a later date, viewing a doodle can make the connections to the information provided during the meeting, lecture or event that was happing as it was being crafted.

 

So in conclusion, seemingly mindless drawing can keep your head in the game.  Next time you’re in a meeting or need to figure something out, don’t fight the feeling, put pen to paper and doodle!!

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

Time Saving Tips for Microsoft Outlook

Friday, April 24th, 2015

 

When studied, the average professional spends one third of their work day sending, reading and (attempting to) organize their email. With that much time spent on email alone, you can easily imagine the impact of learning a few quick time saving tips for Microsoft Outlook!

Here are the top tips and changes to implement in 10 minutes or less:

  1. Receive desktop notifications to only the most important emails

    To many notifications is overkill but alerting you to emails with high importance, with a specific subject or from a particular sender, regardless of the application you’re working in, can prevent you from relentlessly going back to check your inbox and thereby distracting you from your work. This can be accomplished through the use of rules. Here are detailed instructions from an attorney who decided to take control of his inbox and minimize distractions.

  2. Use Templates

    If you find yourself writing the same email multiple times, rather than start from scratch each time, create a template. This will not only save you time but also spare you from the monotony of typing the same follow up or confirmation email, hundreds of times.

  3. Save searches

    Think about what you search for the most.  Is it based on subject, sender or a specific type of attachment?  Rather than type in your search terms each time, have a list of common searches at your fingertips.

  4. Get emails not sent directly to you out of your inbox!  

    Drowning in a tidal way of cc and bcc’s? Using the rule function again, make sure that all emails where you are not the recipient get routed into a separate folder.  This is a frequent problem we hear from managers and project leads who are often cc’d on everything related to their project or department.  By sequestering those “FYI” and “keeping you in the loop” cc’s, your be able to focus and prioritize your work more efficiently.

  5. Use Keyboard Shortcuts

    Here are a few to get you started but for a full listing click here.

Ctrl+R: reply to email

Alt+R: reply to all in email or switch to the workweek calendar view

Alt+W: forward email or switch to the weekly calendar view

Ctrl+M: F9 to Send/Receive all

Alt+S: Send email

Ctrl+G: open the “Go to date” and jump to any date in the calendar

 

For more Time Saving Tips don’t forget to check out my posts highlighting ways to get on the road to mastering efficient while using Microsoft Office, iOS and Google products.

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

What do Clip Art, Nouns and Egyptians have in common?

Wednesday, April 22nd, 2015

 

What do Clip Art, Nouns and Egyptians have in common?  Lots and all might be able to help you with your next project or presentation. I’ll explain.

 

At the end of last year, Teltek shared Microsoft’s announcement that they will no longer be  supporting or adding to their image library in my post, RIP Clip Art.  Rather than continue to invest in the creation of clip art for use within their Office applications, Microsoft will be directing the image search function within its productivity apps through Bing Images and display those filtered for Creative Commons licensing.

 

I often am putting together documents, presentations and drawings for clients that require a consistent image style throughout the piece and many times that level of detail and categorization just isn’t found on the web.  If you don’t have a graphic designer on staff with spare time on their hands (who does?!!) this can leave you without the graphic support you might need to provide a clear, polished deliverable for your client.  I have to admit, I was more than a little disappointed in this divestment of resources. If a big name like Microsoft didn’t think it was worth funding, then who would be focused on graphic content development?

Rather than merely highlight the problem, I’d like to share a solution that I came across in a recent search.  The Noun Project offers thousands of different glyph icons from different artists available for free download (with credit) or for fee with unfettered access to distribute.  This really helped me out of a bind recently when I needed some simple monochromatic symbols to add to a process flow diagram.  I needed something simple that wouldn’t clutter my document.

 

Glyph? you might say.  Why does that sound so familiar?  World history buff, are you?  Think back to the ancient Egyptians and their hieroglyphics.  It’s the same root word and concept. “A glyph is intended to represent a readable character for the purposes of expressing thoughts, ideas and concepts. ”

What do Clip Art, Nouns and Egyptians have in common

 

The Noun Project is the brainchild of Edward Boatman, who thought to himself“It would be really great if I had a drawing of every single object or concept on the planet.”  The architect recruited his wife, and Sofya Polyakova and designer Scott Thomas to help.  Starting with a few hundred icons at their 2010 launch, they have since grown to a library of thousands and artists and designers worldwide are adding to it daily.

 

So next time you’re in a bind and need to add simple graphics to your <insert name of your work product here> run, don’t walk like an Egyptian to The Noun Project website and take a look.  they just might have exactly what you need!

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

Spring cleaning: 5 easy tips for an organized work space!

Wednesday, April 15th, 2015

 

 

 

Spring cleaning: 5 easy tips for an organized work space

 

It’s that time of year again.  When the weather turns around and we come out of our winter hibernation.  The sun is shining, the birds are chirping and the flowers are starting to bloom.  Spring feels like a fresh start so its only natural to want to have a clean slate. So without further ado Spring cleaning: 5 easy tips for an organized work space!

 

  1. Separate business and personal – Wether at home or in the office, the two collide.  Of course, you’re going to work on a personal item or two while your at the office and vice versa at home.  In order to stay focused on the task at hand make sure you’re keeping them separate.  Use a separate personal and work email address and make sure that stack of personal notes and mail has a designated space on your desk away from your main task area.
  2. Ditch it!! Does it look like a paper bomb just went off at your desk?  Or perhaps you’re one of the “organized” ones (like me) that has a giant seemingly orderly stack that’s in no particular order? Go through the stack and you’ll find that you’re hanging on to stuff you forgot that you had and many are no longer needed.  If you have it electronically or if it’s just obsolete, hit the recycle bin or the shredder. Want to prevent this massive accumulation in the future?  Of course, you need to change behavior but the proper systems can help.  Go paperless!
  3. Get rid of the digital clutter – The same goes for your digital world.  Starting your day by looking at  a cluttered computer desktop or documents folder can set your day on the wrong course.  Organize your desktop, documents and email logically and archive what you don’t actively need.
  4. Keep only what you need within reach – When it comes to office supplies, keep only what you need at your fingertips. The rest will be in the office supply closet when and IF you need it.  For example, I think I only used that correction pen once before I had to throw it would because it dried up.  But a Sharpie and a highlighter?  Those I go through like Kleenex!
  5. Clean all surfaces, dust and disinfect. – Now that you’ve cleared space on your work surface and everything is orderly and organized – it’s time to add clean to the list.  The actual surface area of your desk needs a dusting to start.  You’ll be shocked by how many bunnies accumulate behind monitors in a cubicle.  Next, you may as well disenfect.  Your electronics, keyboard and phone require a bit more attention and special care with cleaning.  To learn how to best clean these items, check out my “How and how often should you clean your personal electronics” post.

 

We’re passionate about keeping you and your technology  clean and organized.  Click the links for more tips on how to tackle cleaning your  network room and overall tidy up around the office!

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.

 

3 reasons why you need WiFi to keep internal and external customers happy

Tuesday, March 31st, 2015

 

 

I don’t know about yofree-wifiu, but seeing this sign makes me happy.  Internet access has become a necessity to most of our everyday lives.  Easy (and dare I say free) internet access over WiFi has almost become expected and can really drive customer behavior.  I personally have made many a lunchtime, hotel or coffee break decision while on the road based solely on the ease of access to WiFi.  In the office, cords and cables are quickly becoming a thing of the past and here’s why . . .

 

3 reasons why you need WiFi for internal and external to keep internal and external customers happy:

 

  1. Welcome your customers!   For a business on main street free Wifi can draw customers and boost sales because they’ll stay longer in your shop.  However, it doesn’t stop there.  In an office environment where a customer is waiting to meet with you or perhaps might need to access information during a planning session,  much like we offer coffee or water when we greet them, offering Wifi access can make them feel welcome and at ease.
  2. Boost Productivity!  For internal customers (your employees) Wifi offers a better experience and allows them to be more efficient.  “Lets all meet in the conference room to hash out the details of this project.”  Being able to reply with – “Great!  I’ll grab my laptop and meet you in 5″ and be able to access cloud applications, data and resources on the fly when needed allows employees to collaborate more efficiently.
  3. Save money!  Do you provide your employees with mobile phones?  Having Wifi in the office can decrease their cellular data usage while on site.  When looking a one or two users it won’t have a huge impact BUT if your entire sales organization and executive team could offload 20% of their data consumption to your local WiFi network that can really add up every month.

 

Do you need help setting up a public wifi hotspot or a wireless LAN for your business?  Teltek has the expertise you need to ensure you’re able to cut the cords and live in the world of wireless.  Contact us to find out how!

 

Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.