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The Importance Of Reliable Telecoms Systems

by Segmentation Group 22 Jan, 2018

There’s no doubt that verbal communication is the mainstay of any successful business.

But to keep you ahead of your competitors, you mustn’t lose sight of the performance and reliability of your telecoms system, and keep it constantly updated in line with the emergence of modern technology.

An up-to-date phone system will increase your organisation’s effectiveness and productivity.

However, if you haven’t updated it for a while, you may soon begin to wonder if you’re getting the best out of your telecoms investment.

When this happens, your main consideration should be whether you simply need a system update, so you can protect your initial investment with added functionality – or is it time for a complete overhaul?

Whatever the case, to ensure your business doesn’t fall victim to an outdated and ineffective telecoms system, there are some crucial signs you should be aware of which will tell you an update is needed. These are highlighted below.

1. Call Drop-Out  

Talking to key business partners or customers, you clearly need to be able to rely on your telecoms system to keep you connected. This is especially important if you have a customer service department – nothing could add more to a disgruntled customer’s frustration than a call ending abruptly.

Your calls jumping – or even worse cutting out completely – is a clear sign that your telecoms system is failing.

2. Time Since Your Last Update  

Even for the most forward-thinking companies, it can be extremely difficult to keep apace with the changes in technology.

You may think that your telecoms system is technically sound, but if you’ve had it for a while then it may be time to consider an update.

Segmentation Group recommends customers review their telecoms systems every few years. This not only means they benefit from the latest features, but prevents them from being held back by outdated equipment.

We continually keep customers updated with the latest software ‘apps’ and added functionality so their businesses can grow without any restrictions from their telecoms.

3. Constant Breakdowns

Are you constantly having to call your telecoms provider out to undertake costly repairs?

If so, this is a sure sign that you may need an update.

Whilst you may be initially concerned about the cost implications of a telecoms overhaul, you should consider how much you’ve spent on repairing your old system – and indeed how much you’ll continue to spend.

There’s no doubt that a new system will pay for itself over time.

4. No Mobile Forwarding  

If you’ve got a transient team – with colleagues regularly out of the office – advanced features mean they can still answer calls even when they’re away from their desks.

A telecoms system which doesn’t allow this functionality could mean your business if missing out on a range of opportunities.

5. Your Current Telecoms System Doesn’t Allow For Multiple Offices

Multi-site businesses need technology which operates between remote locations.

Newer telecoms systems are much more easily scalable than older systems. This means that internal communications and call forwarding between departments can be seamless and uncomplicated.

6. Additional Features Don’t Work  

Additional features which regularly don’t work are a clear sign that your system is outdated and needs replacing.

In conclusion, a newer, more efficient, telecoms systems will be more reliable and will help you provide customers with a far more streamlined and efficient service.

If you rely on an old, out-of-date system, then you could be missing out on a whole range of features and functions which could increase productivity and help grow your business.

For all advice on purchasing new telecoms systems, and which features will benefit your business most, contact us today.

by Segmentation Group 17 Jan, 2018

To ensure you get the best possible deal for your business, and maximise your business productivity, you should regularly review your suppliers.

And with telecoms accounting for the major outgoings of many businesses, we recommend an annual review.

With so many options available to businesses, it's increasingly difficult to find the perfect telecoms supplier.

Communications are critical to the successful running of every business so the wrong decision could end up costly.

Below we offer some tips to make sure you choose the perfect business telecoms provider to help you grow your business.

 

·         Find a single supplier for all services – they’ll work closely with you to design the perfect telecoms solution for your business and some can even provide one simple monthly bill for all products and services.

 

·         Broaden your horizons - look for a telecoms company with a wide product portfolio from a number of different suppliers. As well as offering the best choice, this suggests they have good relationships with suppliers and access to the best tariffs and offers.

 

·         Don't choose price over service - if your supplier isn't focused on providing quality service, you could lose out when it comes to resolving queries and faults and it could end up costing your business infinitely more. The perfect supplier will balance great value with innovative products and exceptional service.

 

·         Build a relationship - find a supplier you want to work with and stick with them. By signing up to more products and longer contracts you’ll further reduce your telecoms costs and be rewarded for your loyalty.

 

·         Trust the experts - there are lots of options open to businesses looking for a telecoms provider so it's worth taking the advice of experts. Look for things like ISO quality standards and business and industry awards. If a company has won awards it shows they really deliver.

 

For further information contact us today on Tel: 03300 240 480 or Email: info@segmentationgroup.com

by Segmentation Group 02 Jan, 2018

There is an undertone or disturbance that is currently happening in the world of business causing previous stability to suddenly become radically disrupted.

The Internet of Things, Big Data and Artificial Intelligence is having such a disruptive power in business that they are upsetting the dynamics of technology leaders.

Suggested evidence is that we are seeing a mass disruption in the corporate world similar to that of a mass species extinction.  Going back to the year 2000, over 50 percent of Fortune 500 companies have been acquired, merged, or declared bankruptcy and this trend is continuing.  Taking up the slack and filling the gaps are a myriad of innovative corporate entities with largely new genes, such as Amazon, Box, Facebook, Square, Twilio, Uber, WeWork,  Zappos and more.

Mass-extinction events are usually justified and don’t tend to happen without reason.  In this current business extinction event, the causal denominating factor is digital transformation.

Something fundamentally important is happening and it’s something that corporate leaders are finding highly motivating, not to mention urgent.

Business leaders who have their finger on the pulse are thinking through scenarios to anticipate and foresee future disruption by asking the right questions. For example;  “what are our customers really buying, do they really need us, or could a digital competitor provide a better insight or product at a lower cost?”

However, some business leaders seem to be quiescent in relation to the reality of digital technology, they just don’t see the massive disruption which is headed their way from digital threats, seen or unseen and they don’t seem to comprehend that it will happen very quickly and with strong, far-reaching effect.

For boards, this should be an absolute must for the agenda to ensure the survival of the organisations amid the new digital age and disruption.  

It is becoming more and more evident that we have entered into a highly disruptive extinction business event.  Organisations that fail to innovate and transform will disappear.  But as in evolutionary speciation, many new and unanticipated enterprises will emerge  and existing ones will be transformed with new business models.  The existential threat is exceeded only by the opportunity.

by Segmentation Group 17 Dec, 2017

Most of us are looking forward to winding down for the festive season, but for contact centres things are just about to wind up.  Whilst most of us will enjoy this time of year to relax, eat and be merry with family and friends, seasonal related factors mean that contact centres can often feel a real strain, including contact centre personnel, agents, managers and back office administrators.

With the increase in business revenues due to seasonal sales and growth it is necessary for businesses to also be prepared for an increase in customer services enquiries.  So it is imperative that businesses ensure that their contact centres step up to the mark and adhere to best practices during the festive season.

Setting up your agents who are the front line in your contact centre is basically the key to success.

Make sure you have an intuitive interactive voice response system so that customers with simpler inquiries can resolve their issues autonomously. Freeing up your contact centre agents to spend more time to handle more complicated queries.

In relation to outbound calls, automated call centre diallers can help to reduce wrong numbers being dialled, and even eliminate it completely if your client records are maintained properly.

Choose the right call centre software – opt for a solution that puts compliance at its core.

Stress in the voices of your call handlers can put customers on edge, so keep your employees happy and you should increase call centre productivity naturally.  Voice monitoring software is a good way to do this, as it can flag up impassioned speech patterns for further investigation.

Speech monitoring software can also detect positive and negative language, allowing you to identify which of your call handlers are portraying your company in the most positive light, and provide extra support to those who are not sounding so optimistic.

An easy way to keep customers talking is with call centre software that only routes the call to a human handler when the receiver is picked up, removing delays between dialling and waiting for an answer.

Call your customers when they want to be called, make use of scheduling software so that call-backs are made on time, ideally by the same individual.

It’s a simple step that shows you are listening to your customers if they say they are too busy right now, but would be happy to speak later – and calling them at their preferred time increases the chance of a positive response, too.

These are just a few suggestions but if your organisation needs a thorough investigation to find out if your contact centre is fit for purpose, contact Segmentation Group today. www.segmentationgroup.com .

by Segmentation Group 05 Dec, 2017

Microsoft Teams isn’t even a year old, but it’s about to replace Skype for Business.  At Microsoft’s Ignite conference in Orlando, Florida back in September, the software giant revealed that it plans to kill off Skype for Business in favour of Microsoft Teams.  

Microsoft says it has been building a new Skype infrastructure that has been “evolving rapidly,” and it will serve as the enterprise-grade service for voice, video, and meetings in Microsoft Teams.  A new Skype for Business server will available in the second half of 2018 for customers not ready to move to Teams, but Microsoft is pushing Office 365 users will to move over to Teams as the key communications client instead of relying on Skype for Business.

Microsoft is also promising better meetings with Teams in the future, thanks to AI.  Microsoft is building in machine learning, cognitive services, and speech recognition to improve a meetings experience and make it easier to set them up and receive follow ups after the meeting has concluded.

This change means millions of Office 365 customers will eventually move over to use Microsoft Teams instead of Skype for Business.

by Segmentation Group 15 Nov, 2017

MUSING ON THE future of the economy earlier this year, Bill Gates warned of smart machines replacing human workers and suggested a tax on robots. A new study of how technology is changing American jobs suggests workers are most immediately challenged by more common technology that Gates himself bears much responsibility for, such as Microsoft Office.

The new study from the Brookings Institution used government data on work tasks to track how use of digital tools changed in a wide range of occupations between 2002 and 2016. Use of digital technology, such as computers and spreadsheets, became more important to occupations of all kinds. But the most dramatic changes were felt in jobs traditionally least reliant on technology skills—think of home health aides and truck mechanics using computers to diagnose problems or record their work.

The Brookings’ study created a “digitalisation” score for 545 occupations covering 90 percent of the economy, using government survey data that asks workers about their knowledge of computers, and how much they use them. In 2002, 56 percent of jobs scored low on Brookings’ digitalisation scale; by 2016, only 30 percent did. Nearly two-thirds of new jobs created since 2010 required high or medium digital skills, the report says. That shift is problematic given America’s long-established deficit in basic digital skills, such as familiarity with spreadsheets or other workplace software, where US workers score well below other those from other advanced economies.

Overall, the Brookings report suggests the window of opportunity for workers without basic digital skills or a college degree is closing. “With the availability of jobs that require no to very low digital skills dwindling, economic inclusion is now contingent on digital readiness among workers,” says Mark Muro, a senior fellow at Brookings who led the study. “While tech empowers it also polarises.” He recommends that companies, government officials, and educational groups invest in programs that train workers in basic digital workplace tools.

That diagnosis and proposed remedy stand in contrast to two common prescriptions for how to help the US economy adapt to technological change. Gates and many other tech executives suggest new government programs to support workers displaced by a coming generation of smart robots. In recent years there has been a swell of support, including from the Obama administration, for programs that teach people to code.

The new Brookings data suggests the US faces a more immediate, and perhaps less glamorous task. “Coding for all is not quite the right model,” says Muro. “It’s less sexy, but we need much broader exposure and mastery of humbler, everyday software.” Maybe not everyone needs to be a code slinger, but word processing and enterprise packages like Salesforce are hard to avoid.

Google CEO Sundar Pichai made a similar argument last month, when he launched a $1 billion educational program focused on helping workers skill up in workplace technology. Google employees will offer training in cities around the US. Naturally, they’ll highlight products such as GSuite, Google’s competitor to Microsoft office.

The digital-skills crunch has been a long time brewing. Erik Brynjolfsson, director of the MIT Initiative on the Digital Economy, says that IT’s impact on US businesses surged in the mid-to-late ’90s—not coincidentally around the same time US median wages began to stagnate. In 1996, President Clinton announced a “national mission” to make all US children technologically literate by 21st Century. The Brookings report shows there is still a way to go. “We could have done a lot better,” says Brynjolfsson.

Article courtesy of  https://www.wired.com/

by Segmentation Group 15 Nov, 2017

Technology will have a profound effect on future employment and the workplace according to a newly launched report from CBRE, called ‘Real Estate and the Community – Mapping Outcomes for the Future’. The report examines the relationship between buildings and their surrounding environments, focusing on how global trends will change the way buildings are developed and managed in the future.

The core global trends to emerge are:

Innovation and Technology - Up to 60% of jobs, 10 years from now, have yet to be invented. It means buildings require inbuilt connectivity and flexibility or face becoming obsolete.

Automation and artificial intelligence is shifting the way we think about work and carry out our duties. According to futurists, some of the high risk jobs include accounts clerks, librarians, watch repairers and bank tellers.

Increasingly, employees expect to work in more informal environments which are flexible and ‘human’. Employers are encouraged to provide workspaces that fit staff lifestyle choices. To successfully meet these future challenges, buildings must become highly flexible spaces, capable of sustaining anything from five to 10 different adaptations over the typical 25-year life cycle of investment.

Connectivity and Accessibility – The average age of a newly qualified driver is now 28 years old across Europe. As a result workplaces increasingly need to be in close proximity to quality public transport services.

The built environment continues to change. Historically the focus was private and individual mobility. The result was suburbia, out-of-town retail and office parks, with investment largely channelled to road infrastructure funding.

Today, investment exploits urban dense areas paying close attention to public transport interchange. The concept is that individual mobility is superseded by connectivity – via investment in public transport infrastructure – and accessibility.

Looking ahead, locations with the best connectivity and accessibility will accrue the most employees, making these locations highly desirable for businesses. In contrast, those locations with poor connectivity will have lower employment densities.

Urban Consolidation – In 2050, the global population is predicted to be 9.6 billion, according to the United Nations. The migration from rural to metropolitan living is creating an extraordinary number of mega cities across the world. It means the physical location of an asset needs to be connected to the masses.

Urbanisation will continue to have a significant impact on personal and professional space. Cities ultimately drive commerce due to the agglomeration of people, skills and innovation. For buildings, this equates to efficient space optimisation via open plan layouts and hot desking. It’s also creating increased numbers of mixed-use buildings which are efficient as they have mass appeal.

“‘Location, location, location’ has been the real estate mantra for many years. The future norm is in fact ‘connectivity, connectivity, connectivity’. To survive, and thrive, buildings and workplaces must adapt to cater for the changing global demographics. Simply, the future is coming so our success or failure is determined by how well we engage with it”, Peter Dijkhuis - Director of Building Consultancy and Master Planning at CBRE, commented.

Article courtesy of  http://www.my-property-report.com

by Segmentation Group 14 Nov, 2017

Without really noticing, the phone call has been slowly fading out over the past few years.  Only 15% of 16 to 24-year-olds consider it the most important method of communication, compared with 36% who prefer instant messaging.  These teenagers who text when in the same room are being called Generation Mute.

These specific millennials have seen the old ways of doing things and they are not having it.  We will get used to seeing tons of people staring at smartphone screens, simultaneously messaging seven of their friends and colleagues with the grace and nimbleness of a concert pianist.  

You have probably seen it yourself already when out for a romantic meal and the couple opposite don’t talk to each other the whole evening because they have their noses buried in their phones.  When travelling on holiday, the two friends who never speak for practically a week because they share their experiences on social media instead of reflecting it over with each other.

Unfortunately, this may lead to many of them being crippled by repetitive strain injury in their texting thumbs but with new technology and 3D-printers they will easily be able to attach replacement digits by then, so probably nothing really to worry about.  Not only that but what about the hearing implications and consequences that the inconspicuous head phones will ignite in the future generations relating to hearing loss.

When was the last time you saw anyone using a public phone box and what were you thinking if you did.   Why on earth would they do that and what are they up to, surely something untoward and do any of them still even work?

I wonder if phone calls will go the same way as letter writing which is practically non existent these days unless used by old school, eccentric types or people who just have way too much time on their hands.

So is the death of the phone call imminent.  None of us really like listening to the sound of your own voices so why inflict it on anyone else now that we have alternative forms of communication?

These are all things to ponder as time goes by, but personally a phone call to keep in touch with a loved one or simply hear another human at the other end is something worth keeping.  Let’s face it technology is incredible but is it taking away the essence of what we really are, human beings?

by Segmentation Group 01 Nov, 2017

Teleworking better known as remote working could help heal a global economy and it might even play a part in planetary salvation.

Business owners need to concentrate on the massive opportunities generated by teleworking and the benefits it can offer, for example.

When employees work outside the office or from home, there are huge cost savings in many areas. Property costs and related capital assets, utilities alone could save thousands if not millions depending on the size of the organisation.  

And this is only the beginning.  Other measurable benefits include continuity of operations during disasters, alleviation of traffic congestion, reductions in CO2 emissions, travel costs savings and energy consumption, along with remaining competitive in a global labour market that value work/life flexibility.

Teleworking has other amazing benefits, for instance, in a national event such as a "pandemic influenza outbreak or a biological terrorist attack", teleworkers can maintain continuity of operations from locations other than the office.

Another perk is that your organisation gains a competitive advantage in recruiting and retaining the top talent. As younger workers demand state-of-the-art technological capabilities in the performance of their jobs. They have grown up with technology and have been educated with it. This generation won't take a step backward to work in an outdated technology environment. Many will not relocate in order to accept a job.  Successful teleworking is directly correlated with higher job satisfaction, lower absenteeism and turnover costs.

If your organisation is looking into efficiencies, reducing over heads and cutting cost, teleworking could be the answer.

For a free consultation to discuss whether your organisation could benefit and how to go about implementation get in touch at www.segmetationgroup.com

by Segmentation Group 01 Nov, 2017

We all continue to use our devises when we enter a building and of course this is expected and the norm. Well what about those hidden areas though, the ones we have all experienced at some point for example in the lift, basement, stairways, car park and even some cupboards.

When a disaster happens and there is no coverage in these often-hidden places, the results can be catastrophic and the consequences can be fatal.  This is why there are now regulations in some cities to make sure that at least the emergency bands used by the police and fire and rescue will work in these specified areas.   If not, a fire or terrorist attack can mean people inside cannot communicate in these dead zones which may lead to possible deaths.

So maybe it’s time to take necessary measures to ensure that buildings are built to the proper code for structure and safety and not to be overlooked just to save a few pounds. As in some cases, it can literally be the difference between or life and death.

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The Importance Of Reliable Telecoms Systems

by Segmentation Group 22 Jan, 2018

There’s no doubt that verbal communication is the mainstay of any successful business.

But to keep you ahead of your competitors, you mustn’t lose sight of the performance and reliability of your telecoms system, and keep it constantly updated in line with the emergence of modern technology.

An up-to-date phone system will increase your organisation’s effectiveness and productivity.

However, if you haven’t updated it for a while, you may soon begin to wonder if you’re getting the best out of your telecoms investment.

When this happens, your main consideration should be whether you simply need a system update, so you can protect your initial investment with added functionality – or is it time for a complete overhaul?

Whatever the case, to ensure your business doesn’t fall victim to an outdated and ineffective telecoms system, there are some crucial signs you should be aware of which will tell you an update is needed. These are highlighted below.

1. Call Drop-Out  

Talking to key business partners or customers, you clearly need to be able to rely on your telecoms system to keep you connected. This is especially important if you have a customer service department – nothing could add more to a disgruntled customer’s frustration than a call ending abruptly.

Your calls jumping – or even worse cutting out completely – is a clear sign that your telecoms system is failing.

2. Time Since Your Last Update  

Even for the most forward-thinking companies, it can be extremely difficult to keep apace with the changes in technology.

You may think that your telecoms system is technically sound, but if you’ve had it for a while then it may be time to consider an update.

Segmentation Group recommends customers review their telecoms systems every few years. This not only means they benefit from the latest features, but prevents them from being held back by outdated equipment.

We continually keep customers updated with the latest software ‘apps’ and added functionality so their businesses can grow without any restrictions from their telecoms.

3. Constant Breakdowns

Are you constantly having to call your telecoms provider out to undertake costly repairs?

If so, this is a sure sign that you may need an update.

Whilst you may be initially concerned about the cost implications of a telecoms overhaul, you should consider how much you’ve spent on repairing your old system – and indeed how much you’ll continue to spend.

There’s no doubt that a new system will pay for itself over time.

4. No Mobile Forwarding  

If you’ve got a transient team – with colleagues regularly out of the office – advanced features mean they can still answer calls even when they’re away from their desks.

A telecoms system which doesn’t allow this functionality could mean your business if missing out on a range of opportunities.

5. Your Current Telecoms System Doesn’t Allow For Multiple Offices

Multi-site businesses need technology which operates between remote locations.

Newer telecoms systems are much more easily scalable than older systems. This means that internal communications and call forwarding between departments can be seamless and uncomplicated.

6. Additional Features Don’t Work  

Additional features which regularly don’t work are a clear sign that your system is outdated and needs replacing.

In conclusion, a newer, more efficient, telecoms systems will be more reliable and will help you provide customers with a far more streamlined and efficient service.

If you rely on an old, out-of-date system, then you could be missing out on a whole range of features and functions which could increase productivity and help grow your business.

For all advice on purchasing new telecoms systems, and which features will benefit your business most, contact us today.

by Segmentation Group 17 Jan, 2018

To ensure you get the best possible deal for your business, and maximise your business productivity, you should regularly review your suppliers.

And with telecoms accounting for the major outgoings of many businesses, we recommend an annual review.

With so many options available to businesses, it's increasingly difficult to find the perfect telecoms supplier.

Communications are critical to the successful running of every business so the wrong decision could end up costly.

Below we offer some tips to make sure you choose the perfect business telecoms provider to help you grow your business.

 

·         Find a single supplier for all services – they’ll work closely with you to design the perfect telecoms solution for your business and some can even provide one simple monthly bill for all products and services.

 

·         Broaden your horizons - look for a telecoms company with a wide product portfolio from a number of different suppliers. As well as offering the best choice, this suggests they have good relationships with suppliers and access to the best tariffs and offers.

 

·         Don't choose price over service - if your supplier isn't focused on providing quality service, you could lose out when it comes to resolving queries and faults and it could end up costing your business infinitely more. The perfect supplier will balance great value with innovative products and exceptional service.

 

·         Build a relationship - find a supplier you want to work with and stick with them. By signing up to more products and longer contracts you’ll further reduce your telecoms costs and be rewarded for your loyalty.

 

·         Trust the experts - there are lots of options open to businesses looking for a telecoms provider so it's worth taking the advice of experts. Look for things like ISO quality standards and business and industry awards. If a company has won awards it shows they really deliver.

 

For further information contact us today on Tel: 03300 240 480 or Email: info@segmentationgroup.com

by Segmentation Group 02 Jan, 2018

There is an undertone or disturbance that is currently happening in the world of business causing previous stability to suddenly become radically disrupted.

The Internet of Things, Big Data and Artificial Intelligence is having such a disruptive power in business that they are upsetting the dynamics of technology leaders.

Suggested evidence is that we are seeing a mass disruption in the corporate world similar to that of a mass species extinction.  Going back to the year 2000, over 50 percent of Fortune 500 companies have been acquired, merged, or declared bankruptcy and this trend is continuing.  Taking up the slack and filling the gaps are a myriad of innovative corporate entities with largely new genes, such as Amazon, Box, Facebook, Square, Twilio, Uber, WeWork,  Zappos and more.

Mass-extinction events are usually justified and don’t tend to happen without reason.  In this current business extinction event, the causal denominating factor is digital transformation.

Something fundamentally important is happening and it’s something that corporate leaders are finding highly motivating, not to mention urgent.

Business leaders who have their finger on the pulse are thinking through scenarios to anticipate and foresee future disruption by asking the right questions. For example;  “what are our customers really buying, do they really need us, or could a digital competitor provide a better insight or product at a lower cost?”

However, some business leaders seem to be quiescent in relation to the reality of digital technology, they just don’t see the massive disruption which is headed their way from digital threats, seen or unseen and they don’t seem to comprehend that it will happen very quickly and with strong, far-reaching effect.

For boards, this should be an absolute must for the agenda to ensure the survival of the organisations amid the new digital age and disruption.  

It is becoming more and more evident that we have entered into a highly disruptive extinction business event.  Organisations that fail to innovate and transform will disappear.  But as in evolutionary speciation, many new and unanticipated enterprises will emerge  and existing ones will be transformed with new business models.  The existential threat is exceeded only by the opportunity.

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