The VoIP Report Weekly Roundup – July 7, 2017
Missed something on The VoIP Report? If so, check out the weekly roundup July 7 and see what happened in the world of VoIP this week.
This week on The VoIP Report we discuss how ineffective communication and collaboration may be hurting your business. We also share information on standing out during video conference calls. Finally, we shed some light on the various traits contact center agents need if they want to succeed.
If you missed any of our articles or any of this week’s industry news check it out below.
How Ineffective Communication & Collaboration Hurt Your Business
If your business communicates and collaborates with legacy systems, you could be missing important opportunities to improve productivity, teamwork and customer service. The latest solutions like Voice over IP (VoIP) and Unified Communications (UC) offer a wide range of features and services that can reduce the risk of ineffective communication.
You’re Hired! Skills Every Contact Center Agent Needs
“Press 1 for account information; 2 for billing; 3 to check the status of an order. For all other matters, press 5.”
This type of interactive voice response (IVR) is the new norm. And if you’re a contact center agent, you know number 5 is you. What it means for you is callers will listen for all the easy answers but ask you the hard questions. Most likely these will require you to investigate the situation and follow upon requests.
What it also means is the contact center agent job description has a revised set of required skill sets. Whether you’re a new hire or a veteran, you will probably have to go through training to enhance and extend your people skills. If you’re wondering what these are, read on.
As you’ll notice, there’s a fine line between skills and qualities. Some come naturally to a certain type of person. Others require instruction. All require practice and/or reinforcement.
Be Present Even on Video: Standing Out During a Conference Call
We live in an age when screens rule so it’s only natural that video conferencing has become an everyday occurrence. Thanks to VoIP, unified communications solutions and internet services like Skype and Google Hangouts, even the smallest businesses can video conference.
The problem is when something is right there at our fingertips, we tend to use it without thought. You can be as laid back as you like when skyping or video chatting with friends, but a video conference is different. You cannot afford to get sloppy. As you will see, we mean that both literally and figuratively.
Check out some way you can stand out during a conference call below.
In the News
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