Integrated Call Center Solutions For Your Business

Call centers are a well-established part of the corporate production model. Call centers have evolved to become the front-facing workhorse of not only sales, but also of customer service and support. The voice technology solutions available for call center management must be adaptive to multiple locations and automatically integrate all assets to maximize response time and available information for Customer Service Representatives. Multiple roles should be managed properly so that clients do not wait while key personnel that are able to intervene are not utilized due to rigidity with older solutions.

Leveraging Unified Communications and remote access options facilitate this. With multi-site infrastructure in a call center environment, remote access and network unification is critical. The solution must merge the entire network into a single, virtual entity so access to resources is readily available. Whether it is Instant Messaging, email, or web collaboration, options must be on-screen and ready. This allows a matrix of collective intelligence to be created, turning customer service issues into a wins every time. The client may benefit from a web collaboration session taking a few minutes to address an issue, but only if it is ready now, not later. If the answer is immediate, the client is benefited without excess business process overhead, resulting in higher sales conversion, client relationships, and reduced costs.

The simplest example is client information personalization. When a Customer Service Representative can address a client by name, it is an appreciated personalized touch. When the representative can answer a client's concerns with detailed information that comes from knowledge of the client's operations, installed solutions, and business model, it is much more impactful. This makes the difference between simply keeping an existing client and moving the client to the next level with ready solutions. Clients must feel they are personally important and that his or her needs are understood and proactively addressed. Unified information and instant access is a requirement in order for this to be facilitated.

Those same capabilities facilitate the reporting and interaction recording needs that are critical to business operation. Every word and contact must be retained for future analysis, and for ensuring the quality of communications. For training alone, this is a known value. Ensuring that clients have a clear picture of your information and that you are fully aware of all of the content and context of communications is also a known value. Having that information, unified across facilities and technology profiles, allows for Business Intelligence that is used to identify weak points in client services, or opportunities for client conversion for future sales.

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10 Android Apps for Small Business

I have to admit, I'd addicted to my cell phone. I depend on it for a number of business and personal things such as: making phone calls, accessing my email, writing emails, keeping track of appointments, using it as an alarm clock-and most importantly for playing "Angry Birds". (just kidding)

I've had my HTC Incredible Android Based OS Phone for about a year now, and I totally heart it. There's just so much that you can do with it and a ton of applications that can be downloaded from the Android market that can be used for business related tasks.

One of my personal favorite apps that I use on my phone to connect to the internet from my laptop PC is PDANet by June Fabrics. This neat little tool allows you to surf the Internet -via your android phone (No, I'm not kidding). Best of all, you only have to pay a one-time fee to use the program. Simply download the application to your Android phone and install it onto your pc, plug in your USB cable (one end from the phone the other to your PC) and Voila...you're connected to the Internet. PDANet is perfect for the traveling business person-or whoever needs to have access to the internet when there is no connection available.

Since I'm such a nice person, I decided to spread the love by sharing 10 of the Best Android Apps that can be used for Business with you.

#10. Weatherbug - Stay up to date with the latest weather conditions locally or wherever you are planning to travel to for business

#9. WordPress - Keep your blog or Website updated with this nifty tool

#8. Expenser - Can be used to stay on top of your business expenses and budget

#7. Find My Car - Trouble finding your car after parking at a biz conference? This app will help you find your way

#6. Tweetdeck - Integrate all of your social networking media using this App; Post status updates and other information using a single dashboard

#5. Skype Mobile - Stay in touch with friends, business colleagues, employees and others with this mobile video and voice app

#4. Drop Box - Great app for editing, sharing or viewing business documents and other files anywhere and anytime you need them

#3. Google Maps Navigation - Have an appointment scheduled with a client and need directions? Google Maps to the rescue.... Google Maps Navigation is an internet-connected GPS navigation system with voice guidance, turn by turn directions and more. What's even more awesome about this application is that after you arrive at your destination it will be shown in Google Street View.

#2. Google Voice - Perfect App for business owners wanting to keep track of phone calls efficiently and with the use of one number..instead of multiple phones

#1. PDANet - I cannot begin to tell you how useful PDANet is...especially for a small business user on the go. The PdaNet Android Tethering app is Awesome! With this app you can take advantage of 3G or Wifi Internet connection speeds to power your PC.

Kimberly George is the owner and founder of Lab-Ratz Technical Solutions an IT Services company based in Richardson Texas. Lab-Ratz provides computer and network support to small offices and business with 5 pcs or more. Kim has worked in the field of IT for 10 plus years and has several industry certifications, including the CCNA and CCVP Certifications. She started Lab-Ratz Technical Solutions to help small business owners eliminate computer problems--quickly and affordably.

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Innovative IT Support Is Crucial for Your Business

Everyone depends on IT for day to day personal and business needs. IT is as essential as power and heating - without it, our daily business becomes more difficult and time consuming.

Like electricity, IT is expected just to work. When it stops working, all IT problems should be fixed immediately and at minimal cost. Additionally, it is the IT persons fault for the problem in the first place and anyone who cannot fix the problem is incompetent!

In short, it's a tough job to be an IT support person. They only get called when there is a problem and the people calling usually expect the IT person to instantly understand their problem with minimal detail.

One of the biggest challenges when looking for IT support for your home or business is who to pick? There are hundreds of IT companies out there - they all seem to be brilliant at everything and the websites all look fantastic.

Below are some of the questions you may want to ask as you evaluate which IT support company to use:
• Location - are they close to your offices and able to attend to issues promptly?
• Years in business - have they been around for a while?
• Skills needed - can they support you now and in the future?

One big factor that should be considered is that the support company will speak with you to really understand what your business is about and what you plan to do in the next few months and longer term. They should also want to understand what your current challenges are and suggest ways of overcoming them.

Ideally the IT support company should be able to offer alternatives and solutions in a way that makes sense to you and is not full of technical jargon.

Once the IT company understands your business and what you are trying to achieve, they will partner with you to find solutions not only to your day to day problems, they will be able to suggest ways of helping your business grow through smarter working practices that help you work when you are out of the office or looking to expand.

Quite often people think that they can do their own IT support. This often works initially, however generally people run in to problems when their day job gets in the way - they are not employed to do IT support and quite often don't have the necessary expertise which causes problems down the line and makes it even more frustrating for other employees in the business.

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