Spring 2010 Newsletter

From Volcanic Eruptions to Bad Boards

Contact center and communications technologies work 24 x 7 x 365 to meet end-user needs.   Maybe your users want account balance info or maybe they want to purchase your latest and greatest product.  Whatever the reason, your users (probably customers) need to communicate with you about important things.  If the technologies that support those communications aren't working, your mission critical and revenue generating efforts take a hit.   That's why you've got backup systems and disaster recovery/failover plans and systems in place.
 
But what if those recovery plans and systems don't work they way you expect either? You'll lose revenue and frustrate your end-users despite the extra investment in resources and equipment. 
 
Fortunately, there's a way to avoid the hiccups and problems that multiply when a business disruption or disaster recovery hits. Business Continuity & Disaster Recovery Testing and Monitoring services from IQ Services take the fear out of the unknown and the sting out of those gotcha problems.
 
Check out this pdf to learn more about the value of Business Continuity & Disaster Recovery Testing and Monitoring services. 

Reminder to Monitoring Customers:

Do you have a HeartBeat™, WebBeat™ or other monitoring drill running? If so, do you know you can adjust your notification strategy to meet the evolving needs of your business and your team? Notifications can take the form an email, text message, phone call, phone call with confirmation, pager or custom SNMP trap. We can send notifications to anyone you like based on time of day, day of week, error encountered, response delay and more. If you want to discuss changes to your current notification strategy, please send us a note
or call us at 612.243.6700.

News from our partner MicroAutomation!

MicroAutomation is working with IQ Services to further increase their commitment to delivering solutions with superior service.  MicroAutomation uses IQ Services to load test IVRs and applications in the call center.
  
"Using the IQ Services technology will help our customers determine whether their new or upgraded solution is ready to go into production and gives them the confidence that it will perform as expected," said Pat Mustico, Director of Sales at MicroAutomation. 

www.microautomation.com

Check out our most recent webinars!

Don't Sacrifice Quality Customer Interactions for the Sake of New Technology

Internal Monitoring Isn't Enough... Treat Yourself Like a Customer - Remote Availability & Performance Monitoring from IQ Services.

Companies Are Finding Out about Technology Problems from Customers and CSRs ... Not from Internal Monitoring

During our March webinar, we asked attendees some poll questions. Even we were surprised when 55% of respondents indicated they count on call center agents or customer complaints to tell them about customer-impacting technology issues. 
 
Mike Burke is blogging about the webinar and poll results. Check out his first of three webinar-related posts here. And don't forget to check back later for additional posts about putting internal metrics in context and more.

Speech Technology Magazine Presents: The Importance of Testing, Tuning, and Tools

Proactively reaching out to customers and constituents is an important way to show appreciation and respect. Despite the significant rise in other forms of proactive communication (e.g., SMS messages), a March 2009 Datamonitor study predicts the outbound dialer market will experience growth over the next five years as companies are forced to "do more with less." If you're using outbound IVR to communicate, you undoubtedly have something important and useful to tell your customers and constituents...