Why a Managed Service Provider Will Beat Out the Agent in the Long Run

Recently, Doug Tolley and VXSuite partner Greg Plum of Plum UC participated in a podcast titled, “Partner Adoption of Converged Bundles and Billing.” The event was hosted by Dan Baldwin, executive director of the Telecom Association. Dan quickly jumped into a series of questions to get to the heart of the VXSuite and Plum UC stories. They talked about the shift from being simply a telecom services agent to a managed service provider. Plum UC provides partners and their customers with a comprehensive platform of unified communications and conferencing and collaboration solutions. They are also a Telarus partner and work
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Rude Passengers Take the Fun Out of Travel

People never cease to amaze me. After a successful International Avaya Users Group (IAUG) trade show in Denver I was traveling home with my father, who happens to be a business partner. We were at the ticket counter checking our bags in the Denver airport and decided to inquire about upgrading to first class. The counter attendant said she had two seats left. Because we were having to check the booth and our bags, the price to upgrade would be nominal because bags are free on first class. We were in! Incompetence? As she was working to get things completed
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What Makes a High Performing Team

I was recently in a meeting of a group of CEOs and we were collaborating and discussing employees, teamwork, and the attributes of a high performing team. During this meeting, the moderator asked everyone to take a few minutes and recall the best team they had ever worked with in their careers. They asked what made it this high performing team the “best” team ever. This may sound trite or convenient, but as I reflected I realized the best team I had ever worked with was the team I work with now at LVM. As I thought about what makes
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The Fallacy of “Do More With Less”

I often hear managers of teams or companies that are talking about profit recovery, turnaround, changing culture etc. talk about the ways that they are going to change. During these discussions in management meetings I almost invariably hear a manager say “we are going to do more with less.” This comment by its very nature is problematic. First, if our employees work hard, are skilled, and have proper instruction there is no way they can do more with less. Unless we are going to train them better, give them new systems or tools that make them more productive, or make
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Tips for Getting the Most from Your Call Accounting System

Dissatisfied with your call accounting system or procedures? You’re not alone. We hear that a lot from users looking to replace their system. We’ve analyzed a number of these cases, and we’re seeing some interesting trends. Here are some suggestions to make sure you’re getting the most from your call accounting system. Ask for Retraining Call your call accounting system vendor and ask for retraining. Upward promotion in the telecom administration track means people frequently “inherit” call accounting systems from the people they replace. Inheritors often haven’t benefited from vendor training, and end up using the system to perpetuate, rather
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How Does Checking Work Email Affect Your Business Efficiency?

During the Cisco Live Empowered Women’s Network session Sunday afternoon, we had a round table discussion about work/life balance—specifically, how often we check work email and how hard it is to unplug. It’s difficult to improve business efficiency when our focus is all over the place. Our session moderator and Cisco Executive, Kim Majerus, posed the question, “How do you unplug?” As we went around the table I was amazed at how many of the women I was seated with just don’t unplug from email. Ever. They check work email all the time. Taking a Break … to Improve Business
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Call Analytics for the Modern Era

Today I did a demo for a potential customer who is using a competitor’s product.  As we discussed their needs, it became easy to see they really knew what they were looking for in a new system; they need call analytics for the modern era. Out with the Old The folks I talked with were tired of antiquated call analytics systems. They were looking for new ways to complete tasks. The key features they wanted were: Directory They loved the idea of being able to put the company directory on the intranet so everyone could access it. Instant Access to
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