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Tools for a Better Work from Home Life

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If you’re serving a newly-remotely team, they may be feeling the pressure of constant availability. Containing work to a physical location often reminds employees not to check emails after hours. Unfortunately, when working on a laptop in bed, they may find themselves “on-call” for many more hours than usual.

Technology not only keeps us super-connected but also allows us to disconnect when necessary. With the right tools, your clients can make the best use of their time online and transition to home life the same as leaving the office. Pass along this advice the next time you help a company build out their remote communications (or try it yourself during this busy season).

Utilize Chat to Control Email

When you don’t get to see your coworkers in person, managing your inbox becomes an all-day task. Chat services, like Microsoft Teams, eliminate those one-line emails so you can prioritize your projects better.

If you have a question you would typically poke your head over a cubicle to ask, just send a chat instead of clogging up someone’s inbox.

Tools for All Devices

With a unified communications platform, one app will be used on all devices to call, chat, or conference your coworkers. Even if someone needs to step away from the desk, they’ll be able to get those same chat messages without missing a beat.

The app also helps separate all work and personal communications.  Without a separate, physical work phone, having all texts and calls in one place keeps them out of personal apps… so no one accidentally texts the wrong person.

Shared File Storage

When working from home or transitioning to a flexible schedule, shared file storage becomes essential. With OneDrive or a VPN structure, teammates know they’re working on the correct file exactly where their coworkers left off. They shouldn’t rely on sending file revisions back and forth. Keep the shared file updated, and everyone will be working from the same information.

Track Your Time

We all want to think we’re the most productive person on our team, but that becomes more difficult to track when we’re home. Whether interrupted by laundry or simply distracted online, tracking your time can help you be more realistic about your goals.

Do this yourself by writing down what you’ve been working on every hour. Teams can also install software on work computers to see which programs and tasks use the most time.

Working from home can have significant advantages: don’t be fooled into being “always on” by not watching where the time goes.

Quick Email Updates to Manager/ Team Members

One way to build trust within a team (so you can have better work-life balance) is sending status emails at the end of the day or week. They may only need to send one to their director, but the email should include these three categories: what they finished that week, what is in progress (include deadline changes or obstacles), and what is awaiting feedback.

By building this trust with their managers now, teams have more flexibility in the future (when WFH is no longer a requirement).

Running To-Do List

During this busy distracting time, don’t rely on your brain alone to remember all the little things you do. Find an app to keep a running to-do list on your phone, like OneNote or Evernote. If you remember something important outside of work hours, type it quickly into the app and relax. You’ll get to it when you’re back at your desk.

Noise-Canceling Headphones

Working from home with your family members within earshot may bring feelings of guilt for not playing or participating throughout the day. Those who telecommute all year long know the value of noise-canceling headphones for productivity and balance.

When you’re working, they allow you to focus only on your work and block out distractions. But once you take them off, make sure you can be fully present with your family.

Meditation Apps

When home and work start to mix, meditation and reflection become essential parts of the day. Many commuters don’t realize they use the time in the car to unwind from a long day before interacting with their families.

Apps like Headspace or even the guided meditations on Spotify will clear your mind before you jump back into your personal life. You (and your family) will be happier when you do.

Prioritize Your Health

In the end, if you don’t prioritize sleep and exercise, your productivity will suffer. Sacrificing sleep for work not only ruins your home life but lowers your work quality and brings on burnout faster.

Preparing to Migrate to Cloud Communications

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So you’re ready to migrate to cloud communications! This transition comes with so many benefits to your productivity, but some business owners have concerns about the actual process. Your service provider will do the heavy lifting with the transition, but you can be better prepared with a few questions and considerations.

Upgrade Your Internet Connectivity

Now that your phone is also going over the internet, you’ll need to ensure your internet connection can keep up. While your current internet provider may meet bandwidth requirements, remember it could slow down the internet going to your desktop because of the additional devices. If you use WiFi for your customers or POS devices, you’ll want to upgrade and keep those running well.

Create a Disaster Recovery Plan

While Viirtue has never had an outage, power outages and downed internet cables may result in an outage on your end. But VoIP and UCaaS providers have a simple solution for these outages – they just require a little planning on the user end.

Many VoIP services have an app that allows your phone number to ring on your cell phone, as well. Your disaster recovery plan should include all team members downloading the app to receive calls on their mobile device. 

On the back-end of each phone number, you can also set up forwarding numbers in case of an outage. The server will recognize your phones aren’t ringing and will push the calls through to the forwarding cell phone.

Consider Cost Savings from Multiple Angles

If you’re debating whether to migrate to cloud communications at all, consider the savings between the subscription model and the maintenance of your own equipment.

On-site servers usually require an IT expert on staff (or on-call), a climate-controlled room, and the risk of outages due to local disasters (or even a regular snow day!).

Subscription-based cloud providers incorporate all of that support into the cost and have geographically diverse locations to protect against outages. As your business grows, you’ll be able to quickly add features or users, and you won’t need to take on more IT staff just to manage the growing communications side.

With cloud communications, your team will also be able to work from home if necessary, giving the business more days of productivity even if weather or caregiving keeps them at home.

Security and Compliance Considerations

The primary objection to “the cloud” relates to security concerns. In reality, security breaches can strike both on-premise and cloud infrastructure, According to some experts, your data is actually safer on the cloud because those professionals build better safeguards than most businesses do. After all, security is their only job, where your IT staff may be spread between device issues and questions from on-site employees.

If compliance is your concern, discuss your regulations with the cloud service provider. While they’re probably familiar with various rules, you can confirm details like whether data can be stored regionally based on your industry’s compliance needs.

Of course, you can always store your most sensitive data on-site. Combining this small piece of on-site storage with the capabilities of a cloud communications platform will keep most tools easily available for employees, not matter their location.

User Training

The final piece of the puzzle is user training. Your teams may be accustomed to running certain processes in their preferred platform, and their transition can be a challenge. But start the change on the right foot with trainings for each department and videos for easy reference. Have a team leader demonstrate how their daily processes will work in a new platform and show them that these tools make tasks easier and collaboration quicker.

Since cloud communications software may be used in a web browser, require all of your users download the same browser. This will ensure everyone has the same experience during trainings and watching videos.

Viirtue provides a simple cloud communications migration plan that will leave businesses better than ever. They’ll even help with training videos for top features. Connect with them today to start transitioning your clients to a better platform.

Coronavirus: How UCaaS & VoIP Help You Work Remotely

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Coronavirus: How UCaaS & VoIP Help You Work Remotely

Coronavirus: How UCaaS & VoIP Help You Work RemotelyWhile no company wants to develop policies in reaction to fear, getting the systems in place before you need them will help answer questions from your concerned employees. More and more workers will want to tele-commute when an outbreak like Coronavirus is going around (or even during regular flu season!), and you can make the transition easily with a UCaaS or VoIP platform already in place.

Preparing Your Work from Home Process

In the case of controlling a potential outbreak, employers need to determine which employees actually need to be onsite to complete their tasks – this number may be surprisingly low. In fact, you may only need employees who maintain equipment or machinery. With video conference capabilities and all work files stored in cloud storage, many of your employees can transition to working from home with only a few tools they already own.

Tools Each Employee Needs to Work from Home

If your team already uses a VoIP or unified communications platform, many of their services will be accessed through a browser in their day-to-day work. 

The only problem would be when employees save work directly to their device. If your business only provides employees with desktop computers at their workstations, make sure they save all files through cloud storage so these can be accessed from anywhere. 

Setting up your employees for tele-commuting only requires a: 

  • Laptop with a video camera
  • Smart phone
  • High-speed internet connection

Instead of desk top computers, consider providing a laptop to employees from the beginning with a larger screen to use when onsite. All of their files will be stored on one device, and they can take home the laptop whenever necessary. Viirtue does offer a remote desktop service to access a workstation from a different device, but laptops ultimately work seamlessly for employees.

Many companies offer a bring-your-own-device program to save on costs, and some still give out a second cell phone for work calls and email content (especially those with sensitive data or intellectual property). Viirtue provides a simple app to send and receive calls from the same desk phone number through a cell phone, as well as any chat, texting, conferencing, and reporting services available at their desks. This simple tool makes any cell phone a work phone.

High-speed internet at home can be more difficult to manage, because the service level is based on your employee’s personal budget or preference. However, this problem might be solved by a wireless hotspot on a cell phone.

Ensuring Efficiency and Productivity

Business owners seem to limit the remote work option because they believe employees will not be as focused and productive when working away from the office. While this fear has been disproven, ensuring efficiency with workers scattered across the state may seem daunting.

Setting Clear Efficiency Expectations

Even when an employee works from home, you can still set clear expectations for their working hours, especially if they typically work on site:

  • Require they be available the same hours they would be in the office
  • Schedule regular video calls (daily, weekly, etc.)
  • Use chat services like Microsoft Teams to ask quick questions
  • Collaborate on documents and presentations through OneDrive and Microsoft Teams

While no employee wants to be micromanaged, this process may be new to everyone and expectations will make you all more comfortable. Over time, you’ll find that a unified communications platform makes collaboration quicker and easier, and your employees will be finishing more work with fewer distractions.

What If They’re Too Sick to Work

Then they’re too sick and will need to take an actual sick day. But in outbreaks where employees may be contagious before they even show symptoms, working from home will keep the rest of the office safe.

Of course, some employees always insist on coming to the office when they have a cold – despite the stares of disgust from their coworkers. If they have the tools to be completely productive from home, they may feel less compelled to come to the office when they’re not at their best… or their cubicle neighbor may head home to work when they hear sneezing nearby.

Practice All Year Round

Developing a work-from-home policy within a company is a necessary step forward for the modern workplace. Reports show that this flexibility leads to happier and more loyal employees who give their best to the company. So why not consider updating your policies and culture to allow for regular remote work? Unified communications has already given you the tools – and your team will stay happy and healthy well after the fear of pandemic has passed.

Proactively protect your workforce from illness (and distraction!) by calling Viirtue and learning more about how unified communication and VoIP platforms will keep your employees happier, healthier, and more productive throughout the year.

6 Communication Resolutions for Your Company

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Start the year off strong with a few resolutions to get your company on track. With technology advancing every day, your business can easily provide the best communication tools for your team and customer service for your customers. Get ready to make 2020 your best year yet.

1. Streamline Communications

Email, chat, texting, phone calls…. many people use a different app for each one… or a whole different phone! With a centralized VoIP app, you can send and receive calls or texts from inside the app using the same number as a desk phone (even if your employees aren’t at their desks).

With voicemail-to-email and transcription, everything needed to take care of customers is built into a single app. With fewer places to look, teammates stay efficient and are less likely to miss details.

2. Resolve to Empower Remote Work

More and more studies show working in an office setting lowers efficiency and work-life balance. With a Unified Communication system, your team can stay in touch whether they work onsite or from home. With the added benefit of Microsoft Teams, teams can collaborate in real time without being face-to-face.

Don’t be afraid to let your teams work from home at least one day per week. By showing you care about their priorities and trust them to complete their work, they’ll reward you with better service and longevity with the business.

3. Utilize Available Data

January is a great time to begin tracking the data for your call center or even your personal phone usage. If you don’t know where you began, you can’t track growth in the future. Login to view the many reports in your dashboard and get a baseline for the year (maybe even review past reports to see progress from last year).

Set aside time each month, or week if necessary, to review your data and make changes to your customer service training or sales scripts. While the goal should never be rushed customer interactions, learning how often a customer calls back or the time spent on hold will provide insight to operations and training overall.

Even outside of a call center, teams should recognize how much time they spend on the phone. Whether you have a designated customer service team member or a receptionist, they may be surprised how little time is spent on the phone and how much time is wasted in other areas.

4. Train and Develop Customer Service Reps

No customer wants to feel like another number to be checked off a list. Proper customer service training resolves a problem quickly AND professionally. Even if you have a receptionist answering the phone in your office, a little training can go a long way in helping customers feel confident in your service.

Through a clear training process, your team will know the answers to the most common questions and be able to connect with the right person quickly when they don’t know the answer. Whether they need to transfer the call or simply chat with a teammate to find a resolution, service reps should have a clear understanding of the process while remaining friendly and helpful.

5. Reward Good Service

Now that you’ve started tracking your call center information, you can start rewarding your reps for their improvements. “Gamifying” your data adds some friendly competition and gives the opportunity to reward good service – whether you choose to reward based on problems resolved or shortened hold time, your team will appreciate the extra recognition. They’ll also appreciate the clarity into their job performance.

6. Provide the Best Tools

As an IT professional, you can resolve to provide your clients with the best tools for their company. Each year, businesses become more dependent on communication tools, not only to reach their customers, but also to communicate efficiently within their own company. With Viirtue’s record uptime (we’ve never had an outage!), you know you’re offering the best service on the market.

What Happens to VoIP During a Power Outage

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What Happens to VoIP During a Power Outage

With winter and snowstorms around the corner, businesses need to prepare for potential power outages. If your call center or brick-and-mortar locations stay open no matter the weather, you don’t want to miss the extra business.

Use Your Mobile Phone

Since a power outage is typically local, your VoIP server is still up and running. Meaning, you’re getting calls, you’re just not hearing the phone ring because the power is out.

Solve this problem quickly by forwarding all calls to a mobile line that someone can answer while the power is out. You can also have all calls routed to a voicemail box. Your VoIP provider dashboard will have a place to setup the emergency phone number and voicemail during an outage. 

Don’t forget the app

If you download Viirtue’s app, you will never miss a call – whether the power goes out or you just walk away from your desk. Since our service has never gone down (yes, even during hurricanes!), all of your calls will ring through the app, so you never miss a minute.

Backup Power Supply

Your phones aren’t the only thing to worry about during a power outage. Your routers, modems, and servers will go down, too, leaving employees without WIFI even if they’re able to answer a phone call. 

Connecting every device to a battery backup power supply will solve most of your problems, at least for a few minutes. If you’re working on a project when everything goes dark, you could lose all of your work. Those battery backup minutes will give you enough time to save everything before shutting down during the outage.

If you face the possibility of days without power, you might consider a generator for your facility. If your team doesn’t need to work in the office, this would be overkill (they can work through the app anywhere with internet). However, if your work requires employees on-site, you should consider installing a generator before the weather gets bad!

What You Need to Stay Running

Fortunately, routers and modems take up very little battery power. Many battery backups tell you how long they will last without electricity, sometimes 10 minutes “full power” or up to 6 hours. “Full power” refers to something like a computer plugged in and running, so your phones, modems, and routers will use less power and the time will last longer than other devices. 

Plan Ahead

When companies transition from landlines to VoIP, many times they don’t realize the new challenge with power outages. However, the VoIP provider often has redundancies in place to keep your internet service up, even during natural disasters or big snowstorms, and you should make similar preparations.

Setting up forwarding voicemail boxes and cell phone numbers will only take a few minutes, and all employees should have the app downloaded on their own phones. These quick solutions will hold you over until you install to a battery backup or a generator.

Viirtue uses geographically diverse data centers across the country to maintain service in case one facility has a power outage. That means if we lose power due to a hurricane in Florida, another location will take over seamlessly. And you will never know.

 

VoIP + CRM = Better Customer Service

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From the sales team to the support team, a centralized CRM tool helps provide a better customer experience for each person who calls your business. Integrating your CRM database with your VoIP system lets you see all customer details right when they call, so you don’t have to spend time searching while speaking on the phone.

This integration contributes so much more than caller ID, and your entire business will benefit.

Centralized Customer Data

Depending on your CRM (and if the team takes good notes), when a customer calls, your call center will see the sales and call history associated with their phone number.

As a support team, this information tells you if the person has called multiple times about different (or the same) issues. Your sales team will see the customer’s purchase history and any products they’ve considered on your website to steer the customer toward the next sale.

Many support calls and chats require the customer to explain the problem to every new agent they are transferred to. This not only frustrates the customer but wastes time on the phone when agents could be serving the next person. By keeping thorough notes in your CRM, even if the customer calls back the next day or next month, they’ll be pleasantly surprised you recognize their name and their problem.

Better Call Center Data

Call center managers rely on data beyond the time it takes to answer a question and resolve an issue. They also consider the tone of the agents, and whether the customer was satisfied with the solution. Some services allow you to attach a call recording or transcription to the customer profile, which helps managers sort out conflict on problematic calls.

Attaching a call recording or transcription also gives the next agent a heads up on what to expect in the conversation if a customer calls back.

Marketing Insights

When a marketing team implements a campaign or sales funnel, combining CRM and phone call data gives a full picture of the customer experience. With proper documentation, marketers can review when in the funnel a lead called the sales teams, and with call recording or good notes, they can better advise the team on how to close the next deal.

Bringing the marketing and sales team together offers incredible value for campaigns going forward, as well. Each piece of addition data gives the teams a better understanding of their customer – hearing objections and considerations in a customer’s own words.

CRM Considerations

While the potential for data within your CRM feels endless – the data you get out is only as good as the data you put in. The sales and support teams need to be trained and continually reminded to add all the necessary information to the customer profile.

If you have a very busy call center, you might need to check out the transaction volume for your CRM service. Because each call will be searching the database for customer details, you won’t want the service to slow down when you need it.

Viirtue Integrates with Your CRM

Whether you use Salesforce or another CRM software, Viirtue integrates with many platforms to make your VoIP experience seamless. And if you think you or your clients need start utilizing their CRM to its full potential, talk to us about how this integration can save time and help more clients every day.

Microsoft Teams: Keeping Your Office on the Same Page

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The latest app from Microsoft improves communication within companies by adding secure chat to the software. With more people working remotely (and finding themselves more productive outside the office), the ability to collaborate in real time when they can’t stop by a coworker’s desk makes everything easier.

How Teams Works with Office 365

Unlike standalone chat platforms, Teams creates a hub for sharing any file and collaborating on a project within your group. Users can access and edit any OneDrive file without leaving the app, making it an obvious choice for companies built on Microsoft tools.

Teams also connects with OneNote online, building a Notes tab without leaving the app so users can work all in one place.

Not only does Teams work seamlessly with everything Office 365, but it also provides higher level security and customizable third-party services to integrate with each aspect of your business.

Why Businesses Need Chat-Based Solutions

Companies need better solutions for meetings, especially when expanding to multiple offices or through remote workers. Video conferences combined with document sharing makes it easy to plan a presentation or project and keep everyone on the same page, no matter their location.

When companies start using chat, they also discover the benefit of fewer emails. Unread emails pile up quickly, but a short conversation can be moved to their chat channel for a quick answer without clogging the inbox.

Teams also provides to send GIFs, emojis, and customized memes… but that may not be as necessary to productivity.

Teams Compared with Skype for Business and Slack

When you think of company chat services, you probably think of Slack. Skype for Business is another popular option for chat and conference calling and is already owned by Microsoft. So what makes Teams different?

Skype for Business

While the plan may be for Teams to absorb Skype for Business by 2021, the platform continues to grow each year as companies look for the VoIP elements missing from other chat services.

Unlike Teams, Skype does not have threaded “persistent” conversations. Meaning, when you close a chat window, the chat history is closed with it. Users also prefer the sleek chat box and the ability to work with the many users already on Skype, who haven’t transferred over to Teams.

Fortunately, voice phone calls and video calls have all been included in Teams, and Microsoft is committed to maintaining the Skype servers to manage that side of the software. Users can also access Skype for Business through their web scheduler, so they can have meetings with companies still on the Skype platform.

If your company is just starting out with chat, the best option would be to start with Teams instead of Skype since you will need to migrate over eventually.

Slack

While Slack is popular with small businesses that don’t rely on Microsoft products, it can’t offer the same security. If you work in a regulated industry such as healthcare, Teams launched with HIPPA compliance and other security features, although IT professionals onsite will need to ensure protection from data leaks and account compromise.

For companies already using Office 365, Microsoft includes Teams in their membership. Slack has a popular free version, but only allows 1:1 conferencing with an upgrade required to video conference with more teammates. The free version of Slack also does not include screen-sharing, which comes with every level of Teams.

IT professionals find that many companies are using Teams and Slack simultaneously, sometimes just because a team adopted for their own specific group. But using multiple apps creates too much maintenance for the IT team, and companies want to streamline down to one chat option.

“If every team is collaborating in its own way, that can create chaos,” says analyst Blair Pleasant. While the actual number of active user remains unclear, Teams has surpassed Slack in downloads.

Combining Teams with Viirtue

Whether your clients work across the country or across the office, Microsoft Teams adds a valuable collaboration opportunity to everyday tasks. Combine the functionality of Teams with the power of Viirtue’s network (we’ve never had an outage yet!) for unmatched productivity.

Valuable VoIP Reports for Every Department

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Despite the ease of finding information online, many customers still want to speak directly with an agent when they have an urgent problem to solve. As an IT provider, when your clients set up a new call center or even simply transition over to a new communications provider, reporting can have a surprising impact on the purchase decision.

Because “what gets measured gets improved,” clients need to know if their customer service or sales teams are hitting the KPIs – and they can find all this information in call center reports.

How Every Department Utilizes Call Reporting

We know managers of a call center utilize these reports the most often, tracking the minutes on hold and the time an agent is not on a call. But every department can find a use for the reports offered inside their VoIP platform.

Marketing

While it may take some time to learn the terminology and build the best reports, the marketing department benefits significantly from reviewing call center data.

First, they could analyze the locations their customers call from, learning what cities have the highest demand or respond well to their promotions. Marketers are also interested in campaign details from their call center to determine the return on investment on a promotion. Agents can report if a customer called because they saw a TV ad or a sponsored post on Facebook.

A marketing team would also look at business outcomes (average sales per agent or revenue per call) compared with operational data. For example, they need to ensure their agents don’t miss opportunities to upsell by trying to keep average call length short. Adjusting this focus can lead to more income for the business overall.

Marketers also review abandoned call rates to discover where they lose customers during the process. Adjusting a script or the attendant prompts could keep customers on the phone longer.

Executive

The executive team takes a higher view of call center reports, comparing them to the overall goals of the business. Many times, executives don’t need real-time data, but instead, want to pull the same report each week to track improvement and identify long-term trends in performance.

An executive report would combine the call center data with sales and marketing to see where each department fits in the budget. A call center can be a significant expense – between staffing and IT infrastructure – and managers need the data to prove the investment is worth it.

Personal Productivity

Unless they work in a call center, most employees overestimate the amount of time they spend on the phone during a typical workday. With a report of their own phone usage, users quickly learn how many calls they made or received during the day, and the total time they spent talking on the phone.

Tracking phone usage throughout the workday can help employees manage their productivity and plan their days for fewer interruptions. Users can even record their calls to evaluate their performance and improve on their tone of voice, inflection, scripting, and sales skills.

The Best Reports for Call Centers

While customer service is always a top priority for businesses, a call center needs to focus on a few other metrics in order to meet their goals. However, managers should balance agents’ operational data with the overarching business goals to get a full picture of the service they provide.

Back to Basics

When a company plans to build a call center, determining the number of agents can be tricky. With trend reports on the time and day most calls come in, they can decide to staff more people during those times.

After hiring new agents, the manager tracks the average talk time, hold time, and after call work to make sure the new hire has been trained well to answer questions quickly. Managers also consider how long the agent has been on the phone that day in case they need a break to handle calls more efficiently.

Advanced Reporting for a Call Center

Customers want their questions answered quickly and usually prefer to talk to an agent over an auto attendant, but the right questions can still get them to the right place without giving up on the call. While abandonment rate doesn’t impact an agent specifically, the report can benefit the company overall.

Call center managers also incentivize their team with real-time data and rewards for job performance. These reporting dashboards can empower agents to improve through competition between groups or individuals.

Viirtue just released ViiBoards, an advanced dashboard with customizable dashboards featuring data cards for each reporting feature. With stats available as line graphs, gauges, tables, or grids, your client can see all their information with a glance.

Multiple boards can be created – whether they need to track the entire call center, a group, or even a single user. Then the client can share the board to make sure the right people are all on the same page.

If you’re managing a call center for your client, contact Viirtue about creating Viiboards and providing the best reports for your users.

Syntel Solutions is now Viirtue

Syntel Solutions is now Viirtue 1349 512 viirtue.com

Syntel Solutions is now Viirtue!

Good morning,

We have big news and value our clients, so we wanted you to be the first to hear. We’ve rebranded effective January 1st – Syntel Solutions is now Viirtue!

As many of you know, our services and offerings have expanded immensely over the past few years. With this growth, we started to look closely at who we are, what we stand for, and how we can best support clients like you. It became clear that our name and brand did not accurately represent our mission or core values…..so we changed that.

We feel that

‘Viirtue’

represents who we are now and who we will continue to be for you and the rest of our community. Our focus is your growth, so we are thrilled about this change and what it means for our clients.

If you have questions or want more information, feel free to reach out – I’d love to hear from you.

 

Thank you for your continued support,

Rob Finch, CEO

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