63% of U.S.. companies currently have remote employees, Cloud communication delivers the ability to stay productive from anywhere in the world.
Secure Data
Cloud hosted communication holds the highest standard of security measures. Everything that is shared within your organization will be protected by end to end encryption.
Zero Maintenance.
You get all the benefits of communication without having to install, implement or manage any part of the application itself.
Reduce costs.
By reducing the need for hardware and maintenance and having more predictable billing cycles, it allows organizations to save money with cloud communications.
Innovation.
Cloud based communications can be deployed automatically which makes it easier to stay on top of new features which provides overall agility to your company.
If you would like to introduce Unified Communications to your organization and want to learn how Maxsip can you achieve this, please visit www.maxsip.com
How to Unplug When Work-Related Apps Have Taken Over Your Phone
Between email and apps that your team utilizes, you no longer have to be in the office to be connected. You could be at home, in the car or across the world and have the same ability to communicate thanks to technology.
And yet, while this is seen as a benefit in many instances, it can also occasionally feel like a burden. If you find that the office constantly follows you home and you can’t close the door, what do you do? Unless you have a work cell phone and personal cell phone (which some do), chances are you’ll have to find a balance between how to use your only cell phone for both purposes. Don’t let work-related apps take over your phone during your personal time! Here are the top 4 tips on how to unplug.
Tip #1: Download apps
More apps is the solution to unplugging? What? Believe it or not apps exist to remedy this exact problem. Apps like Time Off, Moment, and OFFTIME are highly-rated options that will literally do the work for you. While you have to give them permission to monitor your calls and other apps, it can be well worth it if you haven’t been doing the best job with unplugging yourself.
Tip #2: Turn off notifications
You’d be surprised how much of a difference this could make. Notifications (especially repeated notifications) can be absolutely overwhelming. Decide which notifications you actually need or turn them off at the end of each day. If you get bombarded with messages that keep you working until 8 PM, put those individuals on do not disturb and politely let them know that post 5 or 6 PM (whenever you leave the office) is personal time. If it isn’t an emergency then it probably shouldn’t be the norm. Just because those work-related apps make you available doesn’t mean you should be or have to be available.
Tip #3: Try on “Grayscale” mode
This tip will work for anyone having trouble unplugging — even if it isn’t work-related. Turn “Grayscale” mode on by going to Settings > Accessibility > Display & Text Size > Color Filters. Turn the “Color Filters” toggle switch on and “Grayscale” will appear as the top option. The idea is that color really captivates your attention and that by stripping away any neuron-stimulating colors from your device you’ll be less tempted to check it. If you find yourself mindlessly scrolling in your work email or another work app at 10 PM, Grayscale may just fix this.
Tip #4: Invest in a business cellphone
If all else fails, this can be the ultimate way to unplug from all those work-related apps. Not all companies issue a business cellphone but that doesn’t mean you can’t create this boundary if it’s truly necessary in your life. Having a personal cell phone and a business cell phone makes it that much easier to put anything related to work down once you get home. It can stay in your work bag, and you can move on with your life. If your employer issues a stipend for your cell phone, then just adding a line to your existing plan and paying a little bit extra for your personal phone each month could give you the personal freedom that you need.
Final thoughts
While some individuals have trouble limiting the personal use of their phone during work time, others have the opposite issue. Whether you’re constantly seeing emails come in or you have some members on your team that don’t have the same work-life balance, it can be difficult to set boundaries. The above tips can be ideal for anyone struggling to put down their phone at night to enjoy the time that is truly theirs.
With VoIP, you’ll always have access to great features that go way beyond a basic phone service. Let’s look at some of the reasons for choosing hosted VoIP.
Modern providers of Voice over IP (VoIP) offer complete and fully customizable services. It’s a great option no matter if you just need a virtual number, or if you’re looking for a completely automatic phone system. Cloud based systems require almost no administration and are instantly ready to go. They provide an amazing amount of flexibility and enables you to manage calls from wherever you are. Compared to traditional systems, you can also easily screen calls and filter them based on urgency or make sure that calls are dealt with in accordance with your schedule.
By choosing this kind of system. You’ll not only get better control over your time, you’ll also have access to a wide range of services for both you, your employees and any users that need to have access to the system.
Always have access to a Short Message Service (SMS) and a Multimedia Messaging Service (MMS).
Send and receive fax messages on-line without additional hardware.
Get a reliable on-line collaboration tool that combines real time communication with file and task sharing.
Ensure great cost to benefit ratio with a system that requires little or no effort to utilize.
These are only some of the many benefits that you can expect from a modern VoIP-system. More and more businesses are coming to realize that it’s simply a must in this day and age.
What to expect in terms of customizability?
Cloud based hosted VoIP-service are uniquely customizable. This covers everything from the user experience to call management and add-on services. You’ll be able to increase efficiency while at the same time getting access to a wide range of tools.
Deal with calls based on filter rules, ensuring that important calls are prioritized, specific calls are forwarded and that every persons time is managed as efficiently as possible.
Get access to a fully fledged communications systems in order to improve caller experience and manageability.
With a cloud based service, you can expect to have full control over the experience of both the user and the person on the other line. It’s a guaranteed way to keep things running as smoothly as possible.
More affordable rates
With VoIP, you’ll no longer have to think about things such as whether or not a call is local, regional, long distance or international. In most cases, it doesn’t even matter much. At least as far as rates go. Modern VoIP-providers will always ensure the best possible rates. This means that there will no longer be any obstacles for your business to go international. And you’ll also be able to ensure easy access for your already existing international customers. This is possible with the help of virtual extensions for in-bound access. Imagine being local in every corner of the world. It is a great way to enable your business to always grow and never be limited by physical borders.
Always accessible
It doesn’t matter if you connect through hardware or software. With VoIP, you can turn everything into a fully functional phone and communications system. Connect with a dedicated phone, smart-phone, laptop, tablet or any other device. Thanks to standardized solutions, accessibility will no longer be a problem. This means you’ll never be confined to a single location. Take your business on the road and maximize efficiency.
To learn more please visit us at www.maxsip.com or call us at 800-771-1111
Outsourcing a call center: A few things to consider
Outsourcing call center services is becoming increasingly popular, and rightfully so. It’s often a simple way to make sure that you get the most bang for your buck. And by putting most of the control in the hands of people who really know what they are doing, you’ll automatically free resources for other things that are equally important. But there are pitfalls. Let’s take a closer look at a few things to consider.
Better productivity versus lack of control
While an outsourced call center is a great way to free resources, it unfortunately means that you forfeit a certain amount of control. This situation can be mitigated by making sure that the people you contract are reliable. Devote some extra time to thoroughly researching every potential partnership.
Lower costs versus not maintaining company culture
One of the main reasons that outsourcing is growing in popularity is that it pretty much always leads to cost savings. But since it also means utilizing the services of a third party outside of the company, it will also make it harder to maintain company culture. In a worst case scenario, this could alienate existing customers.
Increased flexibility versus not knowing who answers the calls
An outsourced call center is scalable. You’ll never have to worry about not being able to meet demands. But you’ll often never be totally sure of who will be answering the calls. That’s why it’s important to carefully choose a reliable outsourcing partner, with hiring standards that actually meet your own expectations.
Customer service is the bread and butter of any company. Keeping customers satisfied is necessary for a business to succeed, and yet employees often use phrases that make customers feel underappreciated. As you train your customer service agents, be sure to make known the following 10 customer service phrases that can “make or break” your business.
BREAK
1.“Calm down.”
Guess what won’t help a customer calm down when they’re upset? The phrase, “Calm down.” Instead, swap it out for, “I hear you and understand your frustration. Let me figure out how I can resolve it right away.”
2.“I don’t know.”
This is frustrating for customers because you’re the person who is supposed to know. While naturally, it doesn’t make sense that you would know everything or be able to answer every question, there are several ways you can sidestep confusion without this phrase. Try, “Can I clarify…” or “Can you be more specific on…” to gain more information if you’re feeling stuck.
3.“There’s nothing we can do.” OR “I can’t help you.”
Now, this isn’t to say that you’ll be able to fix every inquiry that comes across your desk. Yet, it’s the framing that matters. Instead of “There’s nothing we can do,” tell them “I’m really sorry to hear about this problem, and I wish I could personally resolve it. Unfortunately, my hands are tied when it comes to this. Maybe you could try…”
4.“You’re mistaken”
Telling a customer they’re wrong never turned out well for any customer service agent. As everyone knows, the “customer is always right.” Even in the most difficult situations, refrain from telling your customers that they’re mistaken and keep working towards a solution collectively.
5.“We’ve never had this issue before.”
Your job as a customer service agent is to reassure the customer as you resolve the issue. It’s difficult to feel confident in someone who you think has never dealt with an issue like yours.
MAKE
1.“I can certainly check for you.”
You don’t know need to know everything in the customer service industry, but you do need to give the customer the confidence that you know what you’re doing. If you’re not there to help them, they’re going to be frustrated from the get-go.
2.“I’m happy to help.”
Have you ever been a customer on the phone with a bored customer service representative who couldn’t have been less happy or excited to help you solve a problem? It doesn’t feel great to feel like you’re bothering someone. Take a moment to reassure them that you’re there to help.
3.“I’d be frustrated too.”
Validating emotions is something that customer service so often lacks. Step back and provide a little bit of empathy. How would you feel if you were on the other end of the situation? Express that to them. If you’re working together instead of against each other, the final result will often be one that both of you can live with.
4.“I’ll send you an update at [insert specific day/time].”
One of the most frustrating parts of working with customer service of any company is the uncertainty of the entire process. When will you know more? When might the matter get resolved? Let your customer know exactly when you might be able to get back to them – and then actually do it.
5. “I appreciate your reaching out.”
Customer service inquiries let you know when there are problems and knowing about those problems helps a company run better. It doesn’t hurt to let a customer know that their problem will not only be resolved, but it is appreciated because it can help resolve issues in the future.
Final thoughts
As you work towards building customer loyalty and trust, it’s essential to train your employees on the best way to connect with your clientele. Highlighting the ways you can work together and demonstrating empathy can go a long way when working to resolve an issue. These phrases will ensure that everyone communicates well and understands how to deliver satisfaction.
It’s vital to never underestimate the importance of customer satisfaction. And whether or not your customers, or clients, experience accessible and effective communication is an important part of maintaining their trust. When expectations of an almost instant customer service experience are common, having a modern contact center becomes an important part of the daily operations. Let’s take a closer look at four reasons as to why a Cloud Contact Center is a must for good customer relations.
1. Better Work-flow Leads to Quicker Solutions
There are no other customer solutions systems that can match cloud-based contact center when it comes to ease of use and maintaining customer confidence. This is in large part due to the fact that cloud centers are uniquely customizable and can be adjusted to meet the exact needs of both the agents and the customers. That’s why they are being used by everything from mom and pop-operations to multinational companies.
Better understand customer needs and expectations.
Get a full statistical overview of the process.
Micromanage when needed.
2. One Step Closer to Truly Borderless Business
When moving services to the cloud, you also move away from physical borders and barriers. This means that a Cloud Contact Center enables you to hire people without having to consider their actual locations. You’ll always be able to find the right person for the job. And always being able to communicate with customers means less waiting time for everyone involved.
3. Ensures That Your Team is Tightly Knit
A company where everybody works together as a team is a guarantee for long lasting success. Modern contact center solutions enables you to speak directly to all of your agents and utilize indicators to be on top of things. No matter if you want to follow up on performance or be reminded of important events, a cloud based center will give you all the tools you need to keep yourself and your team updated.
Enables easy communication within the team.
Guarantees that you’re on top of things.
4. Makes Integrating the Latest Technological Solutions Easy
We’re living in fast times, and with ever changing technology it’s important to use systems that can be easily updated and extended. Cloud Contact Centers can often be integrated with existing infrastructures, whether it be Voice Over Internet (VoIP) or messaging systems. And with the help of plug-ins, it’s easy to guarantee required functionality.
Ensure Smooth Customer Service Operations
The single most important reason to switch over to a cloud-based contact center is that it simply makes things easier. It also ensures that your business is safeguarded against future demands in regards to quick, easy and efficient customer service.
Easy setup and problem-free operation.
Expandable and scalable to meet growing demands.
High cost-efficiency and promotes an increase in productivity.
Cloud Contact Centers are now the preferred choice among customer service agents and administrators. If you want the best for your business, it’s a smart choice.
To learn more about how Maxsip can help your business please visit https://maxsip.com/
Automating customer service in any business is one of the most recent hacks for saving both time and money. Yet, while it’s highly efficient, it can also lead to unhappy clients wondering why they can’t reach a live human on the other end of the chat or phone. So, as a company looking to grow and remain profitable, how do you strike that balance between automation and human support without sacrificing your relationship with consumers? Here are all the do’s and don’ts of automation and human support.
What your company should do
Have an FAQ section
The good old “Frequently Asked Questions” section is vital for every company looking to save time. This is one place where it’s perfectly okay to automate. It allows live customer service agents to avoid answering the same questions time and time again.
Automate your follow-ups
Following up with customers after they make a purchase or abandon a cart is a key business technique. Yet, before automation, it could take hours to get all these messages out. Companies should automate all their follow-ups to ensure it gets done as quickly as possible. This helps save human support for more serious customer queries.
Get feedback
If you want to know what you’re doing right and what you’re doing wrong, just ask! No one said automation was easy, and in order to make improvements, you have to learn the problems from those who know best. Your customers will be able to point out the daily issues they have with your system that you might not even be aware of.
What your company should not do
Replace human support with automation
While it might be tempting to get rid of human support altogether, this simply can’t be. Automation isn’t there to replace human support, it’s there to complement it. A computer doesn’t know all the answers, and it can’t make everything right. Don’t subject your customers to the idea that it can!
Utilize only one channel
This is a big no-no in general for customer service. Customer service should have a variety of options and channels, and they should all be linked (ideally) to ensure that there’s a way for customers to reach who they really need to talk to. Some customers prefer to pick up the phone while others prefer email or social media. Give them the freedom to select which is best for them.
Have automated options for complex issues
If you’ve ever had a really complicated issue, you know how desperate you are to get a live person on the phone. Automated systems can handle 95 percent of customer issues (product issues, billing, purchasing, refund), but for that 5 percent that really needs to explain, negotiate or solve an issue the bot just won’t cut it. Often, it results in increased dissatisfaction and that’s certainly not what you want for your customers.
Final thoughts
Automating customer service is a great way to increase profitability and efficiency, but you don’t want to do it at your customers’ expense. As you implement these systems, be sure to find a balance between automation and human support. Ask for feedback where necessary and always keep both options open to ensure the best results.
To find out how Maxsip can help your business optimize it’s customer experience please visit www.maxsip.com
Having the coolest office with craft beer and great snacks used to be the best way to attract workers. Now, it’s the flexibility to allow them to work from anywhere. Remote work has now become one of the top factors that not only bring workers into a job but also keep them happy once they’re in it. According to CNBC, up to 70 percent of the workforce globally works remotely at least once a week. Yet, if this new way to work is the preferred way, how can managers be sure that their team is maximizing productivity when they can’t actually see them working? Here’s how to make sure that remote work helps productivity and doesn’t hinder it.
Stay connected
Everyone needs touchpoints to ensure that they stay on track. Remote work is awesome because you can design your schedule around when you work best or when you need to drop your kid off at school. That said, try to line up your schedule you’re your coworkers or your boss as much as possible to allow you to check in with them. This way, you can web chat, email or video conference when necessary as a way to stay on track. It might be tempting to sleep in, take your kids to school, walk the dog, and do some yoga, but if you find out that you need something from a coworker after 5 PM when you’re just starting your workday then your productivity with certainly take a hit. Stay connected and with a general sense of others’ schedule to stay productive.
Set boundaries
There are plenty of workers who sit in their cubicles at work and scroll on Facebook or Instagram. Distractions are an issue everywhere, so this isn’t a new issue. Yet, if you’re a remote worker who workers out of a home office, you may have difficulty feeling like you’re at work. There’s no chance of your boss or coworker coming to check on your progress. Take the step to set boundaries for yourself by downloading the Focus and Freedom apps that actually block social media websites for a designated amount of time so you can get your work done without any issues.
Be realistic
Remote work is incredible, but it isn’t for everyone. If you’re struggling to be productive, then speak up about it! Some people find that the home office environment isn’t for them. While they don’t want to work in an office cubicle environment, a co-working environment is much more productive. Others enjoy going to coffee shops or coordinating with co-workers around them to meet in collective spaces like libraries. What’s great about remote work is that there’s a ton of flexibility, but you shouldn’t continue to work in the arrangement if you’re unable to do your job. See where you’re failing and take steps to fix it.
Final thoughts
Remote work is now a key tool in offices worldwide. The digital transformation has led to the ability to work from anywhere as long as they’re being productive. Don’t hesitate to give this work style a go as long as you’re willing to work hard to stay connected, limit distractions where necessary, and check in if you see that you’re struggling.
Video conferencing is one of the most utilized tools in an integrated work environment. With
teams now having employees both on-site and working remotely, video conferencing is a key
part of solid communication. Here are 10 tips for making it successful in your workplace.
Have working technology
A significant delay to the start of a video conference is when someone’s microphone or webcam isn’t working. Be sure to check your technology often and get it repaired when needed to avoid delaying your team.
Get set before the call
You should know that you have a working device prior to your video conferencing because you get it checked often according to tip #1. That said, if there are any special camera, software or sound settings that you need to enable, it’s always best to do those before the call and not during for everyone’s convenience.
Don’t be late
Just like you wouldn’t be late for a work meeting scheduled in a conference room, don’t be late for your video conference. In fact, arrive a few minutes early. There’s nothing worse than hopping onto a video conference only to see several black screens. It’s unproductive and only encourages everyone to show up even later the next time. Show up on time and ready to get started!
Eliminate background noise
There’s nothing more distracting than having tons of feedback, breathing or just background noise in general when you’re trying to talk with headphones on. If you’re a team that works remotely, this background noise could be dogs barking or even kids with a babysitter. Eliminate background noise by having everyone mute themselves when they’re not talking. It’s a win-win.
Keep attire appropriate
A lot of employees count it a win when they don’t have to go into the office. Why? No office means no pants. You can wear pajamas, and no one knows it! Yet, one of the greatest points of video etiquette is maintaining appropriate work attire. It may look different for every team, so feel free to check in with your boss, but when in doubt, overdress as always.
Don’t discount lighting
When you think of the factors at play for a video call, most people will think of good audio. Audio is, of course, crucial, but don’t discount lighting on your next call. If you’re sitting in the dark or with a window behind you, your team members won’t be able to see you. Be mindful that you’re sitting in a spot with good lighting so that no one is distracted and you can actively participate.
Don’t look at the screen
Huh? Don’t look at the screen? So, where do I look? Do everyone a favor and look directly at the camera when you talk. This will mimic direct eye contact as if you were sitting in an in-person meeting – much more professional.
Bean active listener
When you’re video conferencing, you’re sitting on a computer, and thus it’s often much easier for individuals to tune out and try to multitask. They answer emails, they work on spreadsheets, and they make to-do lists. They do everything but actively listen to the person who is speaking and often misses what is going on as a result. Be polite and be an active listener!
Maintain normal volume
There’s a balance to volume that’s important to maintain. While speaking slowly and clearly is crucial, there’s also a number of people who interpret “slowly and clearly” as “loudly.” During a video conference, strive to speak at a normal volume so that you can be heard without issue. Don’t forget to check in with those on the other end of the call that they can easily hear you.
Remember to pause
After you’re done speaking, make it a habit to pause. Often, video conferences have a slight delay. The individuals on the other end of the call will need a little bit of extra time to process what you have said. So do your best to speak slowly, clearly, and don’t be surprised if the responses you get back are a bit slower than the ones you would receive if you were in person.
You might be thinking to yourself, there is no way your phone provider can manage all of your facilities communication needs, and you would probably still need to purchase a separate platform that has many more built-in features. Not with Maxsip, We built our telephony systems in-house instead of outsourcing, so there is no additional charge and the telephony software is custom-built for private duty Homecare or Healthcare Facility. our powerful, hosted solution takes the pressure off of looking outside for other solutions while saving you money on hardware and infrastructure. In fact, our simple web-hosted solution could replace several different tools you may now be using. Plus, it’s easy to learn and implement across multiple locations.
One powerful, scalable solution for your entire operation
In today’s mobile workforce, your entire team is at the mercy of your data delivery system. The ability to get a patient on board quickly or make critical updates has never been more vital. With Maxsip, everyone in your agency or facility can count on fast, easy access to real-time information. How does this all translate into your actual workflow?
Here are some examples:
No onsite hardware to maintain
Easily scalable as you add staff or locations
Built-in security
Redundancy and reliability
Centralized patient information
Streamlining coordination
How can your Homecare Agency or Healthcare Facility benefit from this?
Accessibility
Your company can benefit greatly by increasing its efficiency, growth profit, improved communications and coordinated care for your patients. Our integrated platform is accessible 24/7 on all connected devices (tablets, laptops, phones) so issues can be resolved immediately when they arise, from wherever you or your staff are working.
Affordability
With no extra upgrades or clunky servers to maintain, you can rest assured that you are always up to date on the most recent version of the service we provide.
Ease of use
Our customizable dashboard integrates well with other platforms, our system allows you to keep track of all incoming and outgoing calls and the extensions they were assigned to. We have also implemented our Mobile Technology platform, text messaging is a communication method most people use daily – it’s quick efficient and effective. In a time when home care agencies and all healthcare facilities depend on better interdisciplinary collaboration for better outcomes, communicating via text message is a necessity.
in order for a healthcare agency to run efficiently, your communication provider should be able to accommodate your real-time needs. home care agencies need software that supports real-time communications between families, caregivers, and the home office. To be successful in today’s ever-changing healthcare environment, agencies need to be focused on communication. If you’re already using Maxsip’s software as a business communication solution, you’ve experienced firsthand how helpful it is to have all of your information easily accessible and all under one provider.
To learn more about how Maxsip can help you streamline your homecare agencies’ communication needs please visit www.maxsip.com or call 1.800.771.1111
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