Re-Invent Your Business

Due to the global pandemic businesses are changing. The spread of Coronavirus has forced business leaders to face extraordinary challenges. But it has given business owners the opportunity to recalibrate and build smartly, by investing in flexible infrastructures for a distributed workforce. 

WHERE DO YOU FIT IN?

Many businesses have experienced significant downtime during the lockdown period. It is highly likely that your niche has evolved. But now is the perfect time to take the reins and make smart decisions. In order to do that you must first rediscover your industry. 

If you have been fortunate enough to carry on as usual you could also be suffering from a degree of complacency, one that doesn’t factor in ongoing changes. Before you decide to reinvent your business, you need to think about your business and rediscover what purpose you serve.

SUPPORT REMOTE WORKING CULTURE

Due to the pandemic remote working has become the leading approach for businesses during the pandemic. While some industries don’t translate to remote work, overall it is predicted to continue long into the foreseeable future. The world has witnessed how quickly companies have adapted to remote work, and in some cases teams report record productivity.

Discussing how brilliantly staff have acclimated to remote work is all well and good, but with this switch shaping up to be a permanent move, you should be futureproofing the process. Some businesses will be looking to move workload into a hybrid working model. Which means owners are looking to merge the best parts of remote working with what their employees miss about office life.

RE-TOOL YOUR TEAM TO OFFER NEW SERVICES

Regardless of market conditions, smart business leaders are always thinking about intelligent ways to expand their business. Being completely resistant to change is an untenable position as of right now. 

If you are not sure where to start on what new services to offer your clients, just ask them. Think about what could best benefit your customers and figure out how your business could deliver it to them. 

 About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 


Future of Call Centers

In our last post we talked about the key strategies to setting up work from home for call centers due to Coronavirus. In this installment we will talk about the future of the call centers. A lot of the country is still on lockdown, but some of the governors have loosened the lockdown restrictions. Even though the restrictions have been loosened it is clear that remote work is here to stay.

Since the beginning of quarantine, the world’s largest companies have been making work from home a major part of their organization strategies.  For a lot of companies, it means no overhead costs, meaning no workers comp insurance or rent on massive buildings. It isn’t just businesses that are requiring or allowing their employees to work from home it is also U.S. federal agencies.

With all of that being said call center jobs are also changing. It has been reported that some remote call centers have started to utilize people with disabilities. Which has been creating new opportunities for a historically under-represented population. People seeking full-time and part-time positions – and equipped with the tools to work from home with a flexible schedule – are finding new opportunities.

WORK FROM HOME IS ACCELERATING THE NEED FOR CLOUD MIGRATION

The final take away from the work from home force is that organizations need to become more adaptable. Not only to better support remote agents, but to align their methods of customer support into ongoing shifts in communication.

Most organizations that start to rethink their technology strategy get further along than those that don’t. A call center’s reliance on older, on-premise software systems – often requiring on-site staff to physically rack servers in a corporate data center in order to support new demand. That has been the main factor hindering a call center’s ability to provide exceptional customer care via remote workers.

Prior to the pandemic, call centers have been the last upholders of on-site technology. But that is changing, cloud-based call centers as a service was expected to be the preferred deployment model of organizations. Because of the pandemic that has been pushed up.

 

About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 

 


Work from Home, Call Center Agents

Embracing Work from Home Call Center

In this first installment of call centers embracing the work at home orders we will tell you about three key strategies to setting up work from home for call center agents. We have spoken before on businesses making the change over from working in an office to working at home because of the Coronavirus, call centers are no exception.  At the beginning of the pandemic when everyone was stocking up like it was doomsday, call center leaders were clamoring to transition customer service agents to remote.

Now almost 100 percent of call center customer service agents are working from home. At the same time, a lot of businesses have seen an irregular spike in demand for support services. The total contact center conversation volume has increased by about twenty percent from February to March. The companies impacted most are airlines and hotels, as they have been experiencing call growth of 96 percent and up. 

The longevity of the pandemic has made the focus of these companies to invest in the right mix of people, process, and flexible cloud-based software to ensure business continuity – not for two or three more months of remote work, but for the foreseeable future.

3 KEY STRATEGIES TO SETTING UP WORK FROM HOME CALL CENTER AGENTS FOR SUCCESS

To overcome the challenges with managing a remote workforce, while maintaining a high customer service experience for your customers, you need the right technology and policies in place to support your team.

Be Human

Call center leaders need to account for mental health difficulties during today’s challenges. As the supervisor or manager, you should know that even agents who have never needed your help in the past may need it now. They won’t expect you to have all the answers but be empathetic and encourage them along this hard road. 

Don’t Micromanage Agents, Micro-Manage the Customer Experience

While it may be frustrating to lose direct visibility into how your call center agents are spending their time in a work at home setting, it is ultimately topline metrics that speak to your performance. Most customer service reps are doing their best to not hinder their ability to serve customers. Instead of breathing down their digital necks, focus on the day-to-day customer support, like interaction and customer satisfaction.

 Ensure Your Virtual Call Center Technology Can Adapt to Change

Not only do you need a carefully designed work at home policy, but your call center agents need access to the tools they will need to do their job. It’s important that your call centers continue to embrace a cloud-based solution that will give them the flexibility they need to rapidly bring on new remote agents.

 

About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 


Huddle Room

A huddle room or space is a small and private meeting area. Much like a traditional conference room, huddle spaces are generally outfitted with audio and video conferencing equipment, a display system and a traditional or digital whiteboard. Now with a worldwide pandemic rushing video conferencing into every business. 

ADOPTION OF VIDEO SOLUTIONS

Within the last few years, there has been an increased interest in enabling more conference rooms with communications. Conferencing technology has changed by how we are now working, in the areas in which we work and even with whom we work. 

CHALLENGES TO ADOPTION OF VIDEO CONFERENCING

Over the last several years, the conferencing industry has successfully delivered features that were previously apparent to be barriers. For example; mobile video to phones and tablets, intelligent cameras, and room view endpoints systems costing significantly less.

THE EFFECT OF THE PANDEMIC

With the COVID-19 pandemic altering the video conferencing situation entirely it has drastically changed how we work, but it has also helped resolve some of the barriers. The pandemic has progressed digital transformation by changing the needs and behaviors of most of the end users in harmony.

CHARACTERISTICS OF THE PERFECT HUDDLE ROOM SOLUTION

Crestron has a fantastic lineup of UC solutions with the Flex line of products. The Flex line consists of integrator solutions, video bars, and center-of-table solutions. Now if a customer wanted a center-of-table solution for a huddle space they’d have to use the Flex MX solution which is rather robust. Now Crestron has created the Flex MM30 which is perfect for smaller room size.

 

About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 


Run a Better Meeting

Town halls and company-wide discussions are great for everyone in your organization to get together at the same time. During the meeting everyone can share important business updates, strategy decisions, big customer wins and progress toward goals. 

But with COVID-19 more employees are working remotely, and it may seem impossible to get all of your staff together in the same place. With video conferencing it makes it relatively easy to host and run virtual meetings. Additionally, virtual meetings give you the ability to easily share content and interact with the audience in a new way. Until offices are able to reopen in the United States, virtual meetings are more important than ever. 

TIPS FOR MORE EFFECTIVE VIRTUAL MEETINGS

Some research has shown that employees disengage at work when they don’t feel needed or if they don’t connect with the organization. Productive virtual meetings allow employees to hear directly from leaders to understand better how their roles contribute to the success of the company.

  1. Celebrate the winners – Whether a shout-out from a colleague, a quarterly reward, or an acknowledgement for exhibiting company values. Employee recognition is an effective way to engage employees and reinforce that every person’s contributions are valued and appreciated. 
  2. Kick off a two-way conversation with ice breakers – Because these meetings are more extensive, typically, you should find an efficient way to allow participation during the session. Consider sending out the meeting agenda ahead of time so people come to the meeting prepared, do a quick icebreaker at the beginning to set the mood, and then conduct quick polls to get feedback.
  3. Check your tech – One of the quickest ways to ruin a virtual meeting is to have technical difficulties or not know how to use some of the features. Before you start the meeting, make sure that your video and audio are working, you know how to screen share, and you have enough bandwidth to hot or join the video call.
  4. Make it easy for everyone to join the video meeting – While some employees are working from the office others might be working remotely. You will need a video conferencing solution that allows all employees to easily access the meeting.

 

 About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 


Conference Calls

Any modern business should have some sort of conferencing capability, either video, web or audio based. Video conferencing has become an essential part of everyday life for most businesses, other companies still don’t have a go-to service for interacting with clients. Some participants will have to navigate the odd conversation of ‘which service should we use’ before each meeting as a result.

Now there are dozens of providers offering basic conferencing capabilities, but how do you know which is best for your business? What features are important? How do you avoid deploying a conference call service that is good for some cases but fails for others? Keep reading to find out!

4 FEATURES WHEN CHOOSING A CONFERENCE CALL SERVICE

Choosing the best conference call service for your business is vital in furthering the proficiency and effectiveness of your internal and external communications. There are a variety of conferencing services available. The decision often ends up with your company’s needs.

End-to-end encryption and enterprise security

Most video conferencing platforms offer basic security features, there is a growing demand for true end-to-end encryption for the most sensitive meetings. 

Bring your own device capabilities

Bring your own device refers to employees who use their personal devices to connect to their organizational networks.

Recording ability

The ability to record a video conference is critical. Not only does it prevent the team from missing something in the meeting, since it can be re-watched if someone misses the meeting, they can watch it, also it improves engagement.

Calendar integrations

Calendar integrations for video conferencing makes it possible to automatically detect all of your scheduled video meetings, providing a single source for upcoming appointments.

NO MORE JUMPING FROM ONE CONFERENCING SERVICE TO ANOTHER

With Lifesize or Crestron, teams will have access to virtual meeting spaces and collaboration features built for brainstorming ideas, making decisions, and working together in real time. Their meeting room systems are engineered to make the user experience effortless and effective conferencing.

 

About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 


Future Workplaces

Since the COVID-19 pandemic has changed a lot of work environments and how we communicate with our colleagues. The shift in how and where we are working presents an opportunity to reshape and reinvent the workplace for a life after COVID-19. 

Changing how we define work as a single office location to a more work-at-home or anywhere that has internet is how experts say a lot of employees will be allowed to work. Because of cloud based technology and rapidly evolving policies concerning remote work, these predictions appear more accurate.

However, the only way this type of workplace is possible is if companies give their employees the correct tools, support and strategy. 

HOW THE WORKPLACE CHANGED AT THE BEGINNING OF 2020

There was a study done in 2018 and it predicted that working from home (remote work) would equal or surpass in office work by 2025. Because of the COVID-19 outbreak in early 2020 the future has arrived sooner rather than later. A research firm released some data in April that showed 63% of United States employees worked from home due to coronavirus. 

The sudden shift to remote work has introduced new issues for both employers and employees as the virus made it necessary for organizations to prioritize safety over preparedness. Other research has shown that

  • 71% of employers struggled to adjust to remote work
  • 65% of employers said maintaining employee morale and well-being has been a challenge
  • One-third faced difficulties with company culture

This may paint a grim picture, but another study by a research firm found that remote work had only a small negative impact on productivity despite significant logistical challenges.

WHAT CAN WE EXPECT FROM FUTURE WORKPLACES

As you know the workplace is looking a lot different now. Here are a few ways that future workplaces may look different

  1. Virtual workplaces - Employers that don’t require employees to work on site may see a big turn toward virtual workplaces. Certain fields, manufacturing, distribution, health care and service-related industries will still need the majority of their employees to physically go into the workplace for the business to operate. However, jobs outside of those industries may go full remote.
  2. Distributed offices - Since a lot more employees are working remotely, some companies or organizations may open smaller regional hubs or provide remote workers with access to local coworking spaces rather than have everyone commute to one central office.
  3. Online meetings -Business travel and going into the office has come to a halt during the pandemic, a lot of companies have started using video conferencing more. With video conferencing the employees working remotely could safely and effectively meet and collaborate face to face with their colleagues, clients, and customers.

 

 About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 


Work Environments

Everyone prospers in different settings. Some people thrive in a high energy work environment with lots of activity. For others that type of work environment can stunt their productivity. Have you found which work environment works best for you? 

You are probably wondering what work environments we are talking about. There are a few to consider:

  • Fully remote
  • Partially remote
  • In an open-office
  • In a private office
  • On-the-go

WHAT IS YOUR IDEAL WORK ENVIRONMENT?

Fully Remote

Because of COVID-19 some companies have adopted a fully remote office setup to make sure everyone is practicing social distancing. Now that companies are easing restrictions a few are deciding that they are going to do permanent work-from-home.

PROS

  • Employees can work from anywhere in the world
  • Easier work-life boundaries for experienced remote workers
  • Lower expenses on commutes for employees and operational costs for companies overall

CONS

  • Collaboration may be sometimes affected (if teams haven’t figured out how to work together online)
  • Employees have to be accountable to themselves, which for some people may not work
  • Loneliness is a problem commonly experienced by remote employees

Partially Remote

Other companies have started setting up a partially remote office setup where employees can report into the office a few days a week and work remotely for 1-2 days. Many companies are adopting a partially remote setup before committing to a fully remote office.

PROS

  • Employees can switch between the different setups, which can increase engagement and productivity as they are exposed to changing environments
  •  Teams are able to meet in person for regular meetings

CONS

  • In office employees may have a difficult time communicating with their remote counterparts if work is not happening at the same time

An Open-Office

Open office floor plans are often used in large companies to create an open space for employees instead of using cubicles.

PROS

  • Can increase communication and collaboration
  • Open floor plans can introduce wellness rooms and dedicated spaces for meetings and solo focused work

CONS

  • Boundaries maybe forgotten if employees are able to reach anyone whenever they want
  • Distractions can happen if there isn’t a designated area for chit-chat and meetings

A Private Office

Private offices are often associated with executives, but they may provide private offices for other people, even if for shared use.

PROS

  • Dedicated space for work can boost productivity
  • Privacy and boundaries can be enforced

CONS

  • May lack natural lighting or have bad ventilation
  • Can lead to a divide between people

On-The-Go

You may like working on your laptop anywhere; i.e., the library, coffee shop, or even at home. On the go work can mean working anywhere in the world, especially if your company supports non-existent work hours.

PROS

  • Have a chance to work with your natural energy
  • Can increase your productivity by exposing yourself to different environments

CON

  • Constantly being on the move can be tiring over time
  • You will always search for spots with internet service to work

DEFINE WHAT WORKSPACE YOU WANT

Now is the time to ask yourself some questions about what your ideal work environment is. Since we have put the different kinds of workplaces in a nice package for you, you can now decide on which one may appeal to you and what you want. The next step is to think about these thoughts that you want to be clear on

  1. Freedom to travel - do you want to be able to have a job based in the United States, but work from Europe or live in two different cities a year while keeping your job?
  2. Ability to meet with your team - do you want to meet with your team five-days a week?
  3. Some time at home - do you want to spend a few days a week at home?
  4. Human connection - do you need the connection from another human? Or do you like to communicate in person with your colleagues everyday?

 

 

 About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.

 


Hosting Your First Webinar

Establishing yourself as a leader in your field, whether you’re a large business, institution or single entity, means being yourself and making your voice heard. The best way to do that is through a webinar. Webinars have become a popular way of efficiently and effectively communicating ideas especially due to the COVID-19 outbreak.

Lifesize has created an easy way to organize, share and participate in webinars, as a guest presenter or attendee. You may already have started looking into hosting online sessions with customers or your target audience or will in the near future.

WHAT IS A WEBINAR?

A webinar is an online event that is hosted by an organization or company and broadcast to a select group or individuals through their computers via the internet. A webinar is sometimes also referred to as a webcast, online event, or web seminar.

Depending on the restrictions put in place by the host, the participants can share their audio, screen, and documents with other attendees – making for an engaging and collaborative virtual discussion. Webinars allow companies to build relationships with customers, partners, or prospects.

THE 3 MAIN FACTORS OF A WEBINAR

  1. The host - Most webinars have a single host who is responsible for making all of the arrangements and making sure everything goes smoothly. The host could be a person or a team, but one primary individual will host the webinar
  2. The participants - Participants are the people that will be included in the webinar presentation, such as experts. They should have a defined and active role in the webinar based on the agenda and goals of the discussion.
  3. The attendees - Attendees are simply watching the webinar and may comment or respond to the webinar. They do not directly host, share or interact with the webinar.

Creating a webinar could be a daunting task, but with Lifesize creating a webinar takes only a couple of minutes.

HOW TO USE LIFESIZE AS YOUR WEBINAR IN 5 STEPS

  1. Sign into Lifesize

You will have to create your Lifesize account, but once you do you can immediately host or join meetings from any device from anywhere.

  1. Create a video meeting webinar for participants

Once you are signed in you want to click the “Meetings” tab and then select “Create a Meeting.” After that enter the name of the webinar, choose a host, and create a numeric passcode to ensure only invited people can join

  1. Share the link with webinar participants

Next you are going to copy the new webinar link and share it with everyone who will be participating via email or any calendar of your choice. NOTE: this is the link for those that will be a part of the webinar, not the attendees.

  1. Create a webinar link for attendees

After you share the link with the participants it is time to create a link to allow webinar attendees to watch your presentation.

To do this you will need to visit the Lifesize Admin Console (manage.lifesize.com) and then follow these instructions:

  • Select meetings tab
  • Search for the name of your newly created webinar and select it
  • (within the meeting settings menu) select streaming
  • Then select enable live streaming
  • You’ll now have the option to either enable or disable audience questions for your webinar.
  • Choose whichever you prefer
  • Click save
  1. Promote your webinar link to the masses

After setting up the link for your attendees you can now start to promote your webinar. From the edit meeting details menu, the newly created streaming link is what you’ll use in your marketing material.

 

About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.


Digital Signage Box

A digital signage player is a small, physical device that extracts content to a TV, monitor, or other digital display. A digital signage player is a crucial part of any digital signage system. Digital signage players come with a variety of features. These features include support for multiple content formats, built-in security, multi-screen support and internet connectivity. 

Hikvision has created a new digital signage box because of today’s need for social distancing and customer safety. The box can display important information provided by Hikvision products such as:

  • People Counting – Displays the number of people that have entered and people who can still enter. Provides alerts when the maximum number of people are detected to ensure social distancing criteria. 
  • Mask Detection – When a customer without a mask is detected, a customized text notification will pop up.
  • Temperature Screening – An image from our highly accurate skin-temperature screening cameras with a temperature detection reading displayed.

Additionally, information such as advertising pictures or videos can also be displayed in a loop. Hikvision’s digital signage box comes with free software to set up and manage your display(s). The software can support up to 50 channels of digital signage.

SECURITY FEATURES

The Hikvision digital signage player provides multiple security features. A few of the features are; three-level verification of materials, programs and schedules to avoid incorrect releases, and encryption of data storage and transmission to prevent data tampering view temperature results on a local monitoring screen for quick identification. 

USER FEATURES

The player also features multi-level user permissions and organization features that allow for materials, programs, terminals and users to be managed from one central location. It will also support:

  • Static and dynamic materials, including applications, pictures, audio, video, PDF, streaming media, web pages, live video, third-party data, and more.
  • Variable display modes, such as display by day, display by week, custom display, and more. Remote control and management of one or more screens, including timed startup/shutdown, timed brightness/volume and screenshot previewing.
  •  Five-level organization for the management of materials, programs, terminals, and users
  • Creation of custom users and allocation of user permissions according to user levels.
  • Remote control and 433 MHz wireless communication that enables control over the information distribution box in any direction.

 

 

 About the Author

Experience Audio Video has been serving Orange County and Area since 1999 for residential and commercial audio, video and security camera  installation services. 5 Star Yelp Ratings, Thousands of Referrals, there is not a better choice than Brian Chappell and the Experience Audio Video Team (License #804783). One phone call and you will know right away the difference in working with Experience Audio Video vs. others in the area. Contact us now at 714-744-4455 or info@eav-inc.com for a Free Consultation.