IT and Business Insights for SMB Solution Providers

Customer Service

Blog Entry
February 24th, 2017 | Karl Palachuk
If you're in the service business, you need to make sure your employees practice some very basic activities of politeness. In addition to being good customer service, this is great for your branding. Remember, your "brand" is everything you do and how you are perceived.  - read more
 
Press Release
February 16th, 2017 | ChannelPro
LAS VEGAS, NV--(Marketwired - February 16, 2017) - Avaya ENGAGE - Avaya, a global leader in Customer Engagement solutions, today announced an expanded alliance with Salesforce Service Cloud to deliver solutions that more deeply integrate the contact center products of the two companies. - read more
 
Press Release
February 14th, 2017 | ChannelPro
New Einstein Supervisor empowers contact center managers by surfacing trending issues in real-time and using smart data discovery to optimize operational performance New Einstein Case Management will use machine learning to intelligently classify cases, automatically routing them to agents with the information needed to resolve them faster - read more
 
Blog Entry
January 16th, 2017 | Karl Palachuk
I am happy to announce a great new product from my brother Manuel. He's put together a great "Seed" document to get you started on organizing your SOPs (which he calls SAPs just to confuse you). - read more
 
Blog Entry
December 30th, 2016 | Karl Palachuk
Hey there! Are you new to technology consulting? Do you know someone who is? We are pleased to release ... The Ultimate Technology Consulting Starter Bundle The Bundle Includes these Books: - read more
 
Blog Entry
December 16th, 2016 | Karl Palachuk
We have always had a double-whammy policy that we push on our clients: Replace One Third of Your Computers Every Year. Why is that a double whammy? Because we only sell equipment with a three year warranty. As a result, machine are always under the original equipment manufacturer warranty. - read more
 
Press Release
November 17th, 2016 | Rich Freeman
REDWOOD SHORES, Calif., Nov. 14, 2016 /PRNewswire/ -- Oracle today announced an innovative new solution that enables brands to quickly and efficiently leverage insights from the Internet of Things (IoT) to power smart and connected customer service experiences. - read more
 
Blog Entry
November 9th, 2016 | Karl Palachuk
W5-01 Core Standard Operating Procedures for Small IT Providers Instructor: Karl W. Palachuk - Five Tuesdays - Nov. 15 - Dec. - read more
 
Blog Entry
November 4th, 2016 | Karl Palachuk
I've received a lot of emails from people who want to know how much detail they should have in their contracts, such as minimum requirements, Internet speeds, and the specific offerings. - read more
 
Blog Entry
September 26th, 2016 | Karl Palachuk
A very patient IT service provider has been exchanging emails with me for more than a week, looking for the ultimate bundle of Managed Service Awesomeness. Most of you have probably bought a book here or a book there, so you don't really need a massive, monster starter-kit for managed services. But if you DO, I may have it for you here. - read more
 

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