4 non-negotiables to include in your SLA with your collaboration partner

Posted by Cedric Van der Merwe on 06 Feb 2019 11:00:00 AM

Service level agreements (SLA) define and align the support and service delivery requirements that enable your business to reach its objectives, which is why it’s important to include clauses in your agreement that protect you as a customer. Here are some tips from an expert.

The fundamental purpose of a service level agreement (SLA) is to support the strategy of a business. As CIOReview states, “a complete SLA can decrease downtime as well as improve ROI for organisations.” It’s also important to note that an SLA sets guidelines for the customers and service providers, ensuring both are satisfied with the work being done.

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Topics: Collaboration Solutions

The 3 most important questions you should be asking before choosing your collaboration technology

Posted by Johnny Kromer on 09 Jan 2019 11:00:00 AM

In today’s hyper-tech business environment, there’s no shortage of collaboration technologies on the market and when it comes time to start picking one you probably have a ton of questions - here’s a good starting point.

“I’ve covered this space for nearly 20 years, I know all the tools, and personally, I’m overwhelmed,” said Alan Lepofsky, vice president and principal analyst at Constellation Research, of the collaboration technology market.

So, where do you begin? With understanding the why.

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Topics: Collaboration Solutions

7 contact centre best practices you should be implementing in 2019

Posted by Clint Hyland on 12 Dec 2018 11:00:00 AM

Keep your contact centre up to date with these industry best practices.

Contact centres are the corporate touchstone for customers, and how customers are treated at this critical juncture will affect their entire customer experience. Getting it right is undeniably important, but with so many options, how does a company do that in this day and age of technological revolutions? The 2017 Contact Centre Global Survey revealed that 85% of executives expected the industry to become more complex over the next two years.

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Topics: Collaboration Solutions

Why the telephone is still your company's heartbeat (and how to keep it pumping)

Posted by Elize De Beer on 28 Nov 2018 11:00:00 AM

If you’re running a business today you should be critically aware that telephone communication is vital to your business success! Here’s how to keep your telephone services working.

Can you imagine running your business without working phones, or internet? Maintenance services are essential to ensure your business stays up and running.  Minimising the downtime of your communications system will save your business loss of revenue and business opportunities.

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Topics: Collaboration Solutions

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