eBook: How Technology & Improving Employee Experience Unlock Customer Satisfaction

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Customer Experience (CX) has always been critical for companies, but now the value of Employee Experience (EX) is gaining recognition.

A robust job market offers workers a lot of options, so companies have to compete to attract and retain good people. This was especially true during 2021’s Great Resignation, when a record number of workers resigned each month due to low pay, lack of opportunities, and feeling disrespected – among other reasons.

Data also shows that your Customer Experience efforts will benefit from greater investment in EX, especially when customer interactions require direct employee involvement, and over 75% of customers expect consistency when they interact with their favorite businesses.

The modern job market values EX, and it’s not just about money.

Workers overwhelmingly prefer a hybrid work model, but this presents challenges for employers. You’ll need the right technology to support remote work, and employees expect a smooth and convenient interface.

A frustrating experience with work processes has consequences. It can impact employee loyalty and the quality of customer interactions, leading to a loss of top talent and customer engagement.

Gain more insights on EX and CX challenges and how to address them by reading…

eBook “Great Expectations: Delivering Extraordinary Experiences for Employees and Customers”

TCI deploys and supports communications solutions that can deliver the experiences your employees and customers deserve. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Running a Multi-Site Enterprise? 5 Ways UCaaS Simplifies Connecting Your Locations

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A unified enterprise voice network connects your customers and employees, no matter where they’re located…

UCaaS also offers bottom line benefits by eliminating the need for expensive hardware and maintenance costs. With UCaaS, you can control your IT budget, while providing your team with advanced features and functions. You’ll also improve the customer experience, making your communications seamless and efficient.

Here are five ways UCaaS can benefit your multi-site enterprise:

  • Hybrid Work Environments – UCaaS provides full office telephone functionality and business information access to remote users and hybrid workers, no matter where they are located.
  • Hot Desking – UCaaS enables staff members who are working in different offices to take their desktop phone with them. All they need is a code to access their customized desktop settings, making communication easier and more convenient.
  • Business Continuity – With UCaaS, employees can access the system from any location and redirect incoming calls on demand in the case of any disruption at any office.
  • Extended Contact Centers – UCaaS allows businesses to extend their call center coverage to remote offices or home-based agents. Calls are automatically routed to the most appropriate person, team, or location to improve customer service.
  • Improved Call Handling – UCaaS can improve call routing between different locations. For instance, if salespeople are out of the office meeting clients, their calls can be redirected to a backup location.

If you lead a multi-location enterprise, UCaaS is the perfect solution to bring your people together, improve communication and collaboration, and save on costs.

TCI specializes in the design, deployment, and support of unified enterprise voice networks. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Keeping Your Networks Up to Speed with the Latest Wi-Fi Standards

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Wi-Fi is the Preferred Connectivity Method for Billions of Devices, Users, and Things

This year you’ll be hearing more about Wi-Fi 7, the latest wireless networking standard promising higher speed connections. Currently, Wi-Fi 6 tops out at 9.6 Gbps, while Wi-Fi 7 is anticipated to clock in at 46 Gbps. As always, early adopters will pay a premium for the added horsepower.

Wi-Fi 6 Support

Meanwhile, Wi-Fi 6 offers affordable, fast connections with more range and supports more devices than its predecessors. For starters, Wi-Fi 6 – also known as 802.11ax Wi-Fi – delivers nearly 4 times the speed of 802.11ac, while offering more efficient operation, tighter security, better ease of use, self-deployment, and long-term compatibility. It also provides a more reliable user experience in areas of high demand.

Wireless Made Easy

For growing offices to large corporate enterprises or campuses, TCI designs, implements and maintains wireless networks that keep our DC region customers connected and running strong. Our expertise includes:

  • Wireless heat maps and site surveys
  • Network design, Access Point deployments, and testing
  • Wireless security
  • Wireless network management

TCI’s Managed Wi-Fi Service

Simplify and speed up your day-to-day operations. Our Managed Wi-Fi puts powerful tools in the hands of your network administrators:

  • Add wireless capacity in minutes with fully automatic provisioning
  • Manage complex, dynamic environments using Auto RF
  • Throttle bandwidth and block unauthorized applications
  • Streamline device onboarding with built-in Mobile Device Management

Whatever your environment and business goals, TCI can design, deploy, and support a wireless solution for you. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.

 

7 Steps to Smarter Contact Center Coverage Scheduling

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Contact center managers are under a lot of pressure to deliver better results with fewer resources. Meanwhile, diminishing corporate budgets are forcing organizations to think of creative ways to compensate staff. These include pay-as-you-go arrangements in the form of zero-hour contracts, reduced and annualized working hours, and time off without pay.

How then can organizations achieve all-around contact center flexibility and cost savings in a way that satisfies staff, customers, and the business?

It comes down to leveraging the top 7 capabilities and benefits of today’s automated Workforce Management technology:

1. All-In-One, Easy-to-Use Solutions

The biggest barrier to embracing new technology is ease of use, or rather the lack of it. Fortunately, today’s fully automated solutions make light work of managing staff effectively – forecasting demand, creating schedules, developing accurate and insightful reports, and improving overall customer satisfaction. These automated tools make it easy and efficient to optimize workforce management.

2. Easy Access, Anytime, Anywhere

Agents can log in from home or on the go to check their schedules, see whom they are working with, and let their managers know when they are available. Managers and resource teams are able to build efficient schedules at any time and from anywhere for complete control of their call center scheduling operations.

3. Intelligent Resourcing

Using historical data, resource teams have the power to predict at the click of a button how many agents they will need, the skills they require, and who the right people are to fill those roles. They can even support a number of different shift patterns, including short shifts or split shifts, rather than employ a set number of people at set times of the day.

4. Flexible Planning On the Go

Key features provide much-needed flexibility. Real-time adherence monitors agent adherence to schedules. Automated alarms flag when schedules are in danger of being breached, and a real-time data feed – updated in seconds – enables fast decision-making.

Intra-day scheduling allows small changes during the day while considering unplanned agent absences and changes in customer demand. For example, managers can flexibly change break times and lunches or move people between skill groups, as well as front-office and back-office work. The changes may differ by only a few minutes, but those small changes can make the difference between meeting service levels during peak times and losing valuable calls.

5. Fit for the Future

The latest forecasting scheduling technology helps to right-size your contact center for the future. Running a series of “what if?” scenarios can predict staffing needs for regular seasonal fluctuations, upcoming marketing campaigns, and even the organization’s long-term business plan.

6. Self-Service

Self-service capabilities empower agents to trade shifts, voice their preferences for overtime shifts and request time off, increasing contact center flexibility and agent satisfaction. Plus, setting up auto-approvals means your staff doesn’t have to wait until the next day for an answer if management is not available.

7. Time and Cost Efficiencies

The automation provided by workforce optimization technology combines strategic planning with instant fine-tuning throughout the day to create a highly flexible contact center framework that keeps agents motivated, customers satisfied and CEOs happy.

Contact Center management continues to evolve. Ready to explore the latest innovations? Contact TCI experts today: (703) 321-3030 or GetHelp@tcicomm.com.

 

6 Cybersecurity Best Practices You Need to Implement in 2023

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As the hybrid workforce has increased, so has the number of cybersecurity breaches. Fortunately, many of the security vulnerabilities that come with remote work can be minimized with clear-cut policies, training, and IT support for your remote workers. Here is a helpful checklist of best practices you can implement to better safeguard your organization.

1. No Public Wi-Fi

40% of the remote workforce spends time in public or shared spaces where privacy isn’t guaranteed. If your employees still want to work from Starbucks, instruct them to set up a personal hotspot on their mobile device to bypass the public Wi-Fi or have them use a virtual private network (VPN).

2. Be Aware of Your Surroundings and Communicate Responsibly

According to a Code 42 study, a laptop is stolen every 53 seconds in airports alone. Instruct your remote workers not to be careless with their work laptops. They should remain alert if they work in a public space. They should ensure no one can sit behind them and watch/record everything they do. Employees should take their devices to the restroom and avoid leaving them in their cars. On video calls, use headphones and employ safe screen-sharing practices.

3. Encrypt Stored Data and Update Devices & Apps

Make sure your remote workers are using devices set to encrypt stored data. Encryption encodes data to make it unreadable to anyone without the matching encryption key, password, or PIN. Keep devices, firewalls, and apps up to date. Developers are constantly working to close security gaps, so it’s essential to set the software to update automatically when patches are released.

4. Enable Email Encryption

Emails are another point of vulnerability for remote workers. Just as you want to ensure that all stored data is encrypted, it’s also a good idea to encrypt the data attached to any email. This will prevent an unintended recipient from viewing the information.

5. Disable all External Drives and Store Work in the Cloud

Consider disabling all external drives on work devices. USB thumb drives are popular vehicles for bad actors to use for malware attacks. Bad guys can install malware onto thumb drives and then distribute them where an unsuspecting worker would pick one up, and thinking it was theirs, plug it into their device. Use secure, cloud-based storage instead.

6. Update Password Policies and Enable Security Features

Instruct employees to choose strong, unique passwords and to have different passwords for different apps. Users can store passwords in an encrypted password manager or use a password generator to make them up. Two-factor authentication (2FA) adds another layer of security using a second or third identification element, like a key card, fingerprint, or text code, to verify identities. Turn on location-finding and remote wiping to manage devices if they get lost.

Final Thoughts

When you keep your communications platform up to date with the latest software and features, it will be protected with fixes that address security flaws and close security holes that could be exploited.

UC or voice platforms/services also require proactive updates to help ensure your business can head off cyberattacks on your communications systems.

TCI can help ensure your systems are continuously updated and secure. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Choosing the Best Deployment Platform for Your Business Communications

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We don’t believe in “one size fits all.” TCI’s custom solutions are designed to meet the precise communication needs of large and small organizations. A variety of cloud and on-premises deployments are available to connect your company and every location in your enterprise, and we’ll help you find the one that fits you best.

Cloud Considerations

When it comes to the cloud, here are some of the factors that will help determine the best platform or combination for your business…

  • What goes in the cloud? What stays? Start by identifying the applications that really matter and check for redundant functionality across applications; then focus on the key business and technical reasons for moving to the cloud. Use those decisions to shape the specific criteria for determining which applications should move to the cloud.
  • What level of privacy and security do you need? If you’re in government or a highly regulated industry like financial services or healthcare, you may want to consider combining a private, onsite platform with cloud services. A hybrid solution enables you to keep control of your communications infrastructure while still reaping cloud benefits like scalability, resiliency, and cost management. If advanced features, privacy, and control are essential to your business, dedicated private solutions offer the customized tools and flexibility you need.
  • How important is reliability? If your workforce needs immediate and reliable access to complex data, like large multimedia files, consider storing your data using redundant onsite and offsite storage. If you operate a busy contact center, a dedicated private cloud solution combined with redundant backup can protect you from costly downtime – if you lose your onsite system, the cloud will be there. Likewise, if a network failure hits your cloud provider your in-house infrastructure will be your safety net.
  • Will the communications system grow and flex with you? For many small and mid-sized organizations, the public cloud environment can be very cost-effective. You typically pay on a flat, user-per-month basis. In addition, even though you may connect via a public Internet connection, you can overlay a private network service for added reliability. A hybrid solution gives you added flexibility to scale more broadband when needed, ensures reliability, and allows you to maintain control.

On-Prem Still Makes Sense for Many Industries

Many TCI customers continue to choose on-prem based on control, reliability, security, customization capabilities, and complex integrations with other business applications. In some cases, Cloud providers either simply do not support these customizations or, if they do, they require the use of additional third-party platforms and complex custom application development.

A preference for CAPEX over OpEX and forecasted Total Cost of Ownership (TCO) are financial factors that drive some organizations to go with on-premises platforms or complement what they have with cloud apps.

Making the Right Decision

TCI can help you refine your communications strategy and will design, deploy, and support a solution tailored to your specific requirements – on prem, cloud, or a blend of both.

Get started today. Contact us at (703) 321-3030 or GetHelp@tcicomm.com.

 

Stay Competitive… Ensure Your Communications System is a Strategic Asset in 2023 & Beyond

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Today’s business reality is that you can’t be competitive without a fully optimized communications system. That’s why it’s important to regularly take a hard look at what you have and what you should have.

Many communications system features that may have seemed unnecessary a few years ago are now table stakes. Likewise, features you thought would improve operations may no longer be delivering the benefits they should be providing.

  • Efficiency – Research shows that 85% of small businesses agree that efficient communication between different teams is fundamental to staying ahead of the competition. But a poor technology strategy can have serious repercussions on a business and even affect a company’s ability to compete. For example, inefficient communications can cost upwards of $6,000 per employee per year to a small business, even more for an enterprise.
  • Integration – Systems that aren’t integrated with core applications, like CRM, that don’t provide a single unified view of all communications options and that don’t enable team collaboration, video conferencing and anytime, anywhere access to email, text and chat are no longer adequate.
  • Software Updates – Likewise, systems that offer all those things but are two or three software updates behind are not operating at peak efficiency and may, in fact, be reducing productivity and increasing the IT threat surface.
  • Reassessment – Organizations that don’t view their communications system as a strategic asset, reassess their investments regularly and optimize their systems at every opportunity can find themselves in situations where their communication technology mix does not meet today’s demands.

Keeping pace with ever-changing communications technologies will position your business for success when an unexpected crisis arises.

Schedule a technology consultation or site survey to ensure your Business Communications are ready for 2023. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.

 

Mitel’s MiVoice Connect (formerly ShoreTel Connect Onsite) is Sunsetting. You Have Options

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MiVoice Connect and MiVoice Connect CallCenter – formerly ShoreTel Connect products – are slated to end production by Mitel at the end of 2024 and support will be discontinued at the end of 2030.

While this news means future change, you have time to make decisions on the best alternative for your organization.

  • Migrate to MiVoice Business: This is Mitel’s traditional voice solution, which can be deployed as an on-premises solution or a private cloud solution. MiVoice Business solutions can be supported as a CAPEX or OPEX arrangement and there are several cost-effective licensing options to support your migration.
  • Migrate to UCaaS: A cloud-based service option like TCI Host service or RingCentral MVP provides all-in-one communications. Get more details on the available promotions and capabilities to see if these monthly subscription plans make sense for you. 
  • Status Quo: You may decide not to make any changes at all. TCI will continue to support you. At some point, MiVoice Connect may not be compatible with new Microsoft operating systems, and we’ll be able to assist you at that time.

Please contact us if you have any questions, or are ready to explore your options. We’re at (703) 321-3030 or GetHelp@tcicomm.com.

 

Get Free Headsets with Mitel’s New On-Premises Phone System Monthly Subscription

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Mitel’s popular MiVoice platform brings organizations customized communications and an improved customer experience. 

Acquiring an enterprise-level, on-site phone system typically requires a hefty CAPEX investment or lease. But now TCI and Mitel offer a budget-friendly way to simplify your Communication and Collaboration needs as a predictable OPEX subscription.

Why Subscribe to MiVoice?

  • Only pay for the number of users you have now – scale up and down as needed
  • Have on-demand access to the latest software/security updates. You choose when updates are installed 
  • Choose your calling, collaboration, video, and contact center user levels
  • Make budgeting predictable and reduce your upfront costs
  • Deployment flexibility – You can choose the best arrangement for your needs: On-Prem, Private Cloud, or Public Cloud

MiVoice OPEX Headset Promotion:  Free H-series headset with select MiVoice Business Subscription & Contact Center Licenses. Offer available until March 31, 2023

MiVoice Subscription uses the exact same communication, collaboration, and contact center applications as MiVoice Business – without the big upfront price tag. 

  • No need to combine tools from multiple vendors – MiVoice delivers an end-to-end on-site phone and unified communications solution from a single provider.
  • Mobile-first IP Desktop Phones – The MiVoice 6900 series boasts exceptional HD audio quality, one-touch Bluetooth pairing, and seamless integration with your mobile phone.
  • Flexible, Easy-to-Manage Platform – Web-Based Management ensures administrators can deploy a multi-platform MiVoice solution from their web browser.

For more details on Mitel’s flexible MiVoice subscription plans, contact TCI today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Improve Your Technology Performance with High-Speed Wi-Fi and Cabling Infrastructure 

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TCI has 40+ years of experience designing, building and maintaining flexible cable and wireless infrastructures that support voice, data, video, security and multimedia systems…

One-Stop-Shop for Cabling

  • Inside & Outside Cabling
  • Rack and Cabinet Layout, Design, Installation
  • Pathway and Conduit Design, Installation
  • Fiber Optic Design, Installation, Testing
  • Copper Design, Installation, Testing
  • CAD, Documentation, Labeling
  • Testing and Certification
  • Ongoing support

And Wireless Solutions…

We extend your cable infrastructure with Secure Wireless LANs to allow your employees to work anywhere in your building or campus, with convenient, worry-free access to the Internet or your local IT resources. Our Wireless team covers it all…

  • Wireless Site Surveys
  • Wireless Coverage R>F Testing
  • Optimized Coverage Maps
  • Access Points | Placement and Cabling
  • Wireless Security
  • Testing and Certification

TCI Cabling & Wireless Experts Manage All the Details

Whether you need to connect a new building, renovate a space or bring more mobility to your business, TCI has the experience and expertise to deliver your cable and wireless projects on time and within budget.

Learn more about our network infrastructure solutions. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.