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How to Prepare for Interruptions from a Winter Storm - Conversational - ContactCenterWorld.com Blog

How to Prepare for Interruptions from a Winter Storm

Winter storms are inevitable and small businesses know that sometimes there is nothing you can do about the interruption to the day. Whether you and your staff can’t make it to the office or your customers are struggling to reach you, winter storms can make doing business impossible.

The best thing you can do is to prepare for interruptions by planning ahead and counting on one to happen. That way, you’ll be prepared in the case that one does. Snow and ice storms can really hinder your ability to serve your customers. To make things more complicated, you also have to think about your own family. You may need to pick up groceries when a storm is supposed to be coming or find a way to stay warm if your home loses power.

When a winter storm is headed your way and you aren’t sure whether or not you’ll be able to service your customers–let alone keep your home full of food and heat– it’s important to prepare for a possible interruption in advance. Take a look at these tips to prepare your business for a winter storm so that your reputation isn’t affected and your customers can still communicate with you.


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Talk to your clients

When you work with customers from all over the country, they may not be aware of the weather conditions where you are located. It’s important to communicate in advance if there is any possibility of closing shop for any period of time.

Your customers will appreciate the notice and will understand if they struggle to get service during the time frame you advised about. Talk to your clients and plan on rescheduling appointments or consultations until the storm has passed in order to make sure they are informed. It’s important to notify anyone that works with your brand about possible downtime.

Employee contact info

Make sure you have updated information on how to reach your staff. You need to be able to reach them in case business will be closed for the day. Keep in mind your staff’s safety before deciding whether or not everyone should drive on hazardous roads to get to work. Can you work remotely from home for the day instead? Make sure you have your staff’s home and cell phone numbers so that you can reach them for emergencies or to advise if the office will be closed.

A virtual receptionist

More than likely your customers will try to call in for questions, concerns, or to reschedule appointments. Although you may not be at the office, your customers may not have been informed. They will call to ask if their appointment is cancelled. This is especially true for a medical office!

Make sure you have a way for your customers to reach someone for questions or concerns, because even though the roads me be closed, the phone lines may still be up and running. Hiring a virtual receptionist service that can help for situations like these can be a lifesaver.  Your clients will be able to call in and get the help they need without needing you to be at the office to answer phones.

This type of service comes in handy all year round, but especially during times when your staff can’t be in the office. Your virtual receptionist can take the call when you can’t, making sure your customers are served, your staff is safe, and your professional image stays intact. Try finding a virtual receptionist service with multiple office locations as well. This will ensure that their own weather or server issues don’t get in the way of providing you excellent service!

Telecommute

As mentioned, it’s a great idea to set up ways to be able to telecommute from home. Telecommuting happens when people work from home, given that the power is still on, in order to stay online without traveling the icy roads.

Talk to your staff in advance about the expectations and how things can get done from home–from having access to a cloud where files are kept to having important phone numbers available for making important calls. Make sure your staff has internet, computers, smart devices, and other equipment at home to do their job from home if needed.

Backup your data

While you should be backing up your data on a regular basis anyways, make sure you really keep this in mind before a winter storm. A winter storm is Mother Nature’s perfect chance to cause your business to take a serious hit and wipe out your data. Be sure to back everything up in case of a power outage that could cause you to lose your data with client information and business plans.

If a winter storm is inevitable in your area of the country each year, it’s important to be prepared. When you run your business with the intention of a winter storm knocking out power and drivability, you go into the storm without breaking a sweat.

Get prepared now in case of a storm so that your staff can work from home, your virtual receptionist can take your customer’s calls, and your data will be backed up in case of a loss.

Source: https://www.conversational.com/how-to-prepare-for-interruptions-from-a-winter-storm/

Publish Date: February 9, 2016


2021 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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