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Category: Services

  • The Role of IT Service Providers in Mitigating IT Risks

    The Role of IT Service Providers in Mitigating IT Risks

    In today’s fast-moving business landscape, change is constant and often unpredictable. Markets can be disruptive, volatile and even devastating. As a business leader, one of your most pressing concerns should be: Can your IT strategy withstand the pressure when things get tough? Are you keeping pace with emerging technologies? And is your infrastructure equipped to handle the ever-evolving landscape of cybersecurity threats?

    That’s where a strategic IT partner comes in. The right IT service provider doesn’t just react to risks—they anticipate them. They build resilient systems that can absorb the shocks of economic turbulence and cyberattacks.

    In this blog post, we’ll explore how IT service providers help you mitigate risk and, most importantly, what makes one truly reliable.

    Let’s dive in.

    What makes an IT service provider reliable

    A reliable service provider gives you the confidence to navigate the worst storms. Here’s how a reliable service provider keeps your business safe and reduces risks:

    Proven experience and expertise: A reliable service provider has a track record of successfully managing IT for businesses like yours. They also have an army of highly skilled and trained IT professionals who keep up with the latest tech trends and best practices so they can use their knowledge to help their clients manage risks.

    Robust security measures: A trusted partner leaves no stone unturned when it comes to cybersecurity. They implement extensive security measures that continuously monitor, detect and respond to risks.

    Transparent communication: A great IT service provider never keeps you guessing and understands that IT risk grows when leaders are kept in the dark. That’s why they maintain clear communication to ensure you know exactly what’s happening. You get timely updates, security audit reports and IT performance reports, and most importantly, their support is always prompt and reliable.

    Operational efficiency: Unplanned downtime can be devastating for your business, especially during a market slowdown. A good partner ensures minimal disruptions and keeps your systems up and running while ensuring your data is backed up, systems are updated, and a recovery plan is in place.

    Predictable pricing and value: When times are uncertain, it’s important that you get the most value out of every penny you spend. A reliable IT service provider offers prices that are transparent with no hidden fees and offers services that maximize your return on investment.

    Strategic IT planning: IT is the backbone of your business, and if it’s outdated, it will only hurt your growth. A strong IT partner ensures that your tech strategy aligns with your business goals. They ensure that your tech is efficient and ready to scale up and down along with your business needs.

    Mitigating IT risks is non-negotiable

    A solid IT strategy is the best defense against the unknown. And that’s something only a reliable IT partner can help you build—not by promising the universe but by standing firm when the unexpected strikes.

    We can help you proactively manage risks, keep your systems secure and help you build resilience. Ready to take the next steps? Schedule a no-obligation consultation today to learn how we can help you reduce IT risks, maintain stability and stay prepared.


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  • Managed Service Provider vs. Technology Solutions Provider: Key Differences and Value

    In today’s rapidly evolving business environment, organizations often rely on external partners to handle their IT infrastructure and operations. Two common types of partnerships in this space are with Managed Service Providers (MSPs) and Technology Solutions Providers (TSPs). While both can deliver crucial support, their roles, approaches, and value propositions differ significantly. Understanding these differences is essential for making the right decision for your business needs.

    A Managed Service Provider (MSP) typically focuses on the day-to-day management of a company’s IT environment. MSPs offer services such as network monitoring, data backup, security management, and technical support on a subscription basis. Their primary goal is to ensure that a company’s IT systems remain operational and secure, often serving as a remote IT department. The MSP model revolves around reactive and proactive maintenance—fixing issues when they arise and preventing them through routine monitoring and updates.

    On the other hand, a Technology Solutions Provider (TSP) takes a more holistic and strategic approach to IT. While a TSP may offer some of the same services as an MSP, such as system monitoring and support, their primary focus is on leveraging technology to drive business transformation. A TSP works closely with organizations to identify pain points, design custom solutions, and implement new technologies that improve operations and facilitate growth. Their role extends beyond just managing IT infrastructure to becoming a strategic partner in optimizing business processes through the right technology.
    The key distinction between MSPs and TSPs lies in the scope of services and the level of strategic involvement. MSPs are largely operational, providing services to maintain IT systems. TSPs, however, are solution-oriented, focusing on innovation and business improvement. A TSP’s value comes from its ability to deliver tailor-made solutions that address specific challenges, integrate emerging technologies like artificial intelligence or cloud computing, and align technology initiatives with overall business goals.

    For businesses looking for increased value, partnering with a Technology Solutions Provider can offer significant advantages. A TSP not only ensures that your IT systems are functioning properly but also brings expertise in the latest technology trends, helping businesses stay competitive. By fostering innovation, improving workflows, and automating processes, a TSP can directly contribute to a company’s growth. This partnership is more collaborative, forward-looking, and aligned with long-term business success.

    In conclusion, while both MSPs and TSPs are critical players in the IT ecosystem, the strategic, transformative role of a TSP provides greater value to businesses looking to scale and innovate. Choosing a TSP as a partner means not just maintaining technology but harnessing it as a competitive advantage. This results in enhanced operational efficiency, better decision-making, and stronger market positioning.

  • Navigating the Risks of Rapid Tech Acceleration

    We live in a world where possibilities are endless. From automated cars ferrying passengers to AI systems carrying out surgeries, tech innovations are quickly taking over our lives. The world of business is no different. Machine learning, AI, robotics and automation tools promise an unparalleled level of business efficiency.

    Many businesses are rushing to embrace these innovations because they fear being left behind. However, the critical question is: Do you fully understand the technology, including its potential negative consequences?

    All evolving technologies come with underlying risks. In this blog, we’ll discuss the dangers of rapid tech acceleration. We’ll also show you how to develop a strategic approach to ensure your technology investments push your business forward while minimizing the associated risks.

    Potential risks of tech acceleration

    Here are some of the potential risks associated with rapid tech acceleration:

    Security vulnerabilities: Advanced technologies are still nascent and often come with several undetected security flaws. Hackers can exploit these weaknesses to steal your data or launch a cyberattack.

    Pro tip: Make security assessments a standard practice before implementing a new IT solution.

    Operational disruptions: Hastily implementing new technology can affect your day-to-day operations. Issues like system malfunction, data loss and employees struggling to adapt to new solutions can adversely impact your productivity and efficiency.

    Pro tip: It would be prudent to implement tech upgrades in phases. Testing it first within a small team will help you identify and fix issues without disrupting daily operations.

    Skill gaps: Using a new IT tool requires new skills. But if your team isn’t well trained, they won’t be able to leverage the latest technology effectively. Untrained teams are bound to make more mistakes, which could reduce overall productivity.

    Pro tip: Investing in employee training modules will ensure they have the knowledge and skills to leverage the new IT tool effectively.

    Vendor lock-in: The tech industry is constantly innovating. Committing to a vendor who doesn’t keep up with the changing times could prevent your business from achieving growth and success.

    Pro tip: An experienced IT partner can help you choose scalable solutions that seamlessly integrate with your current infrastructure.

    Ethical dilemmas: Evolving technologies such as AI or robotics can give your business a competitive edge, but do you understand the ethical risks surrounding these innovations? Ignoring the ethical use of AI can have a far-reaching impact on data privacy and business transparency.

    Pro tip: Develop guidelines for the ethical use of technologies. An internal ethical committee can help promote a culture of responsible technology use.

    Regulatory challenges: It’s critical to ensure your business isn’t breaking any laws while implementing a new IT solution. With new technologies, it can get tricky as there might not be a proper regulation in place, but you still could unknowingly end up attracting fines or penalties.

    Pro tip: Legal experts can help you better understand your responsibilities surrounding the new technology. Additionally, you can seek the help of a trusted IT service provider, who will always work harder to keep you out of legal trouble.

    Strategic misalignment: It’s easy to fall for the latest tech that’s creating buzz. But if your new IT solution doesn’t align with your goals, you would be wasting your time and money on something that holds your business back instead of propelling it forward.

    Pro tip: Choose a solution that empowers your team and creates efficiency. Have a well-defined goal and clear success metrics. Also, regularly monitor and evaluate to see if the new IT solution delivers the desired results. Make further adjustments as necessary.

    Unleash your growth potential

    Technology can help you take your business to new heights. However, not all IT solutions are created equal and can expose your business to security or financial risks. On the other hand, a trusted IT service provider can help you navigate the complexities effortlessly.

    Talk to us today and learn how we can guide you through the new tech implementation while minimizing disruptions and maximizing results.

  • Data Loss Disasters Come in Many Forms

    Data loss disasters come in many forms, ranging from full-scale natural calamities to cyberattacks and even simple human errors. Disasters can bring businesses to a grinding halt. Apart from financial and reputational damage, failing to protect valuable data can also result in expensive lawsuits.

    That’s why businesses, regardless of size, must have a backup and disaster recovery (BCDR) plan. By implementing a foolproof BCDR, you can quickly get your business back up and running should disaster strike. It will also help you comply with governmental and industry regulatory frameworks.

    In this post, we’ll break down the different types of data loss disasters and outline the key BCDR components that can help you make it through a disruptive event with flying colors.

    The many forms data loss can take

    Let’s analyze the various types of data loss disasters that can hurt your business:

    Natural disasters
    This covers everything from storms, hurricanes, floods, fires, tsunamis and volcano eruptions. In most cases, you can expect infrastructural damages, power failure and mechanical failures, which could then lead to data loss.

    Hardware and software failure
    Software and hardware disruption can cause data loss if you don’t have BCDR measures in place. These disruptions could be due to bugs, glitches, configuration errors, programmatic errors, component failures, or simply because the device is at its end of life or the software is outdated.

    Unforeseen circumstances
    Data loss can happen due to random, unexpected scenarios. For instance, a portable hard disk held by an employee could get stolen, your server room may have a water leak because of a plumbing issue, or there could even be a pest infestation in one of your data centers.

    Human factor
    Human errors are a leading cause of data loss incidents. These errors range from accidental file deletions, overwriting of existing files and naming convention errors to forgetting to save or back up data or spilling liquid on a storage device.

    Cyberthreats
    Your business may fall prey to malware, ransomware and virus attacks, which could leave your data and backups corrupt and irrecoverable. Additionally, data loss could be caused by malicious insiders with unauthorized access, which often goes under the radar.

    Key components of BCDR

    Here are a few crucial things to keep in mind as you build a robust BCDR strategy:

    Risk assessment
    Identify potential risks and threats that would impact business operations. Measure and quantify the risks to tackle them.

    Business impact analysis (BIA)
    Assess the potential consequences of a disruptive event on critical business functions and prioritize them in the recovery plan.

    Continuity planning
    Implement procedures to resume critical business operations during disruption, with minimal downtime.

    Disaster recovery planning
    Plan a well-defined business resumption plan to recover critical IT functions and data following a disruptive incident.

    Testing and maintenance
    Periodically test your disaster recovery and backup plans to ensure they can be recovered in a disaster. If they fail, you can work on the enhancement.

    Wondering where to begin?

    Developing and implementing a BCDR plan on your own can be daunting. However, we can help you build the right BCDR strategy for your business profile. Contact us to get started!

  • Don’t Trust These Zero Trust Security Myths

    In today’s threat landscape, businesses are constantly at risk of being targeted by a cyberattack. Adopting a zero trust security model could be a wise decision from a cybersecurity point of view.

    Zero trust works on the premise that everything — humans, machines or applications — poses a risk to your network and must prove trustworthy before accessing your organization’s network or data. By insisting on verification and authentication at every step, zero trust makes it difficult for a hacker to gain access through a compromised user account or device.

    With the increasing acceptance of the zero trust framework, there has also been an increase in misinformation surrounding it, fueled mainly by security vendors vying to sell their products. In this blog, we will discuss the top zero trust myths and how an IT service provider can ease the transition toward zero trust security.

    Top zero trust myths busted

    Let’s take a quick look at the four common myths surrounding the zero trust framework and dispel them with facts:

    Myth #1: I can achieve zero trust for my business by using a zero trust product.

    Fact: There are no miracle zero trust solutions. Zero trust is a security strategy that needs to be implemented systematically. However, you can use solutions and tools to support the framework. Consider getting help from an IT security provider to identify and implement the solutions best suited for your business.

    Myth #2: Zero trust is too complicated for me to implement.

    Fact: It can be challenging for businesses with limited knowledge or resources to achieve a zero trust security framework. If you lack expertise, consider partnering with a trusted IT service provider who can help you understand your business’s risk profile and develop a realistic roadmap to implement a comprehensive and effective zero trust security strategy.

    Myth #3: Zero trust will make it difficult for my employees to do their jobs and will negatively impact productivity and morale.

    Fact: Zero trust enables better user experience and promotes increased collaboration. While increased friction and decreased efficiency due to additional security layers could surface, an IT service provider can certainly help. By suggesting user-friendly policies and easy-to-use solutions that balance security with convenience, your employees can perform their jobs seamlessly.

    Myth #4: Implementing zero trust is too expensive.

    Truth: Implementing zero trust can be expensive, but that cost is still lower than the fortune you may have to shell out in the event of a major cybersecurity incident. You may have to deploy additional resources and tools to get the best out of a zero trust security model. Fortunately, you can control expenses and increase efficiency by opting for the help of an IT service provider.

    The time to act is now!

    By now, it should be clear that zero trust is an effective security framework that can help protect your business against cyberattacks while ensuring business continuity in the event of a breach. With that said, implementing zero trust on your own can be a challenge. That’s why partnering with a specialist like us is the best option. Reach out to learn how you can leverage our expertise to implement an efficient zero trust model with minimal effort.

    The time to act is now. Start your journey towards a more secure future for your business today with a zero trust security model. To dive deeper into the concept, download our checklist — How to Achieve Zero Trust Security. It is a valuable resource that can help you effortlessly get started with zero trust security.

  • Why Your Business Needs to Beef Up Employee Security Awareness

    We live in an era where organizations are increasingly aware of the ever-changing cybersecurity landscape. Despite billions of dollars invested worldwide to fend off cyberthreats, cybercriminals still manage to penetrate even the strongest security defenses.

    They relentlessly exploit vulnerabilities with one primary target in mind — employees. Cybercriminals perceive employees as the weakest link in an organization’s cybersecurity perimeter. However, you can address and shore up this vulnerability through proper training.

    Strengthening employee security awareness is paramount in safeguarding your business. In this blog, we’ll look at why employees are prime targets for cybercriminals and explore the critical significance of enhancing their security awareness. By recognizing vulnerabilities, we can proactively mitigate risks and empower your workforce to actively defend against cyberattacks.

    The vulnerabilities within

    Is your organization dealing with any of the following?

    Lack of awareness

    One of the key reasons employees fall prey to cybercriminals is their limited knowledge of common cybersecurity threats, techniques and best practices. Cybercriminals can launch phishing attacks, malware infections and social engineering ploys by exploiting this knowledge gap among your employees.

    Privileged access

    Employees often hold privileged access to critical systems, sensitive data or administrative privileges that cybercriminals crave. By compromising your employees’ accounts, cybercriminals can gain unauthorized access to valuable assets, wreaking havoc within your organization.

    Social engineering tactics

    Cybercriminals are masters of manipulation, leveraging social engineering tactics to deceive employees into disclosing sensitive information, sharing login credentials or unwittingly compromising security measures. These tactics can exploit human emotions, trust and curiosity, making your employees unintentional accomplices in cybercrime.

    Bring your own device (BYOD) trend

    The rising trend of BYOD can expose your organization to additional risks. Employees accessing business information and systems from personal devices that often lack the robust security controls of company-issued devices create vulnerabilities that cybercriminals can exploit.

    Remote/hybrid work challenges

    The shift towards remote and hybrid work arrangements introduces new security challenges for businesses like yours. Unsecured home networks, shared devices and distractions can divert employee focus from cybersecurity best practices, increasing their susceptibility to attacks.

    Best practices for developing an engaging employee security training program

    To fortify your organization’s security, implement an engaging employee security training program using these best practices:

    Assess cybersecurity needs

    Understand the specific cybersecurity risks and requirements your organization faces. Identify areas where employees may be particularly vulnerable.

    Define clear objectives

    Set concrete goals for your training program, outlining the desired outcomes and essential skills employees should acquire.

    Develop engaging content

    Create interactive and easily digestible training materials for your employees. Use real-life examples and scenarios to make the content relatable and memorable.

    Tailor targeted content

    Customize the training to address your organization’s unique challenges and risks. Make it relevant to employees’ roles and responsibilities.

    Deliver consistent, continuous training

    Establish a regular training schedule to reinforce cybersecurity awareness and foster a culture of ongoing learning. Keep your employees up to date with the latest threats and preventive measures.

    Measure effectiveness and gather feedback

    Continuously evaluate your training program’s effectiveness through assessments and feedback mechanisms. Use the data to refine and improve the program.

    Foster a cybersecurity culture

    Encourage employees to take an active role in cybersecurity by promoting open communication, incident reporting and shared responsibility for protecting company assets.

    Collaborate for success

    Ready to empower your employees as cybercrime fighters? Contact us today and let’s create a robust security awareness training program that engages your team and strengthens your organization’s defenses against evolving cyberthreats.

    Investing in employee security awareness can transform your workforce into a formidable line of defense, safeguarding your business from cybercriminals and ensuring a more resilient future.

  • The Dangers Within: Understanding Insider Threats

    With most companies evaluating the continued use of remote or hybrid workforce models in the wake of the pandemic, cybersecurity threats have grown rapidly across the world. Insider risk has become a key problem for businesses — a risk that must be investigated, well understood and dealt with from the top down. An insider threat could be anything from negligent employees who lack cybersecurity training to rogue employees who facilitate a breach for personal gain.

    The increased frequency of insider threats and the severity of data breaches resulting from them is a wake-up call to all organizations to take proactive steps to combat this serious security risk.

    However, before taking any preventative security measures, it is necessary for you to understand where these risks come from and why. In this blog, we’ll discuss all aspects of insider threats including the motivations behind them, potential actors, primary targets, consequences and more.

    Actors behind insider threats

    Anyone with access to critical information can pose a potential insider threat risk if the information is unknowingly or maliciously misused, resulting in a data breach. Businesses need to identify these actors if they want to curb insider threats effectively.

    Insider threat types can be classified as follows:

    • Negligent insiders – This may include careless executives or employees with access to privileged information. These insiders don’t have any motivation – money or otherwise. They are simply careless in their actions or may have fallen victim to a scam. In a recent incident, an IT employee deleted critical case files from a police department’s cloud storage, not realizing that millions of files were not completely transferred.
    • Malicious insiders – These are insiders who intentionally abuse their credentials for personal gain. These actors can be more effective than external attackers because they have access to privileged information and are aware of security loopholes. They may be motivated by monetary gain or may have a personal vendetta against the company. An ex-employee of a medical equipment packaging

      company gained administrator access to the company’s computer network by hacking. He modified and wiped a huge volume of records to take revenge for his job loss.

    • Contractors or vendors – Third-party vendors and contractors who have temporary access to an organization’s IT network can cause a data breach. The motivation, in this case, could also be negligence or malice. One of the Army Reserves payroll systems was once targeted by a contractor who lost his contract and activated a logic bomb to create a delay in delivering paychecks.

    Motivations behind malicious insider threats

    Malicious insiders are usually motivated by one or more of the following reasons:

    • Money or greed – Most cases of non-negligent insider threats are motivated by money and personal financial gain. A greedy insider with access to restricted information is most often the culprit in this case. For instance, two employees stole intellectual property on calibrating turbines from a global energy leader and used it to form a rival company.
    • Revenge – Another common reason for insider threats is vengeance. Disgruntled employees, who believe they have been wronged by the company they once worked for, are usually behind this type of threat. When a disgruntled former employee of a tech giant deleted hundreds of virtual machines, the company suffered huge losses before it could recover.
    • Espionage – Many large organizations across the world have been victims of economic espionage from competing firms. This is mainly done to gain a competitive advantage in the market. An extranational, state-owned enterprise infiltrated an American semi-conductor firm with corporate spies to steal valuable trade secrets.
    • Strategic advantage – Intellectual property theft against corporations is most often a result of trying to gain a strategic advantage in the market. A renowned smartphone company became a victim of an insider attack when its blueprint for bendable screen technology was stolen by its supplier.
    • Political or ideological – There have been many documented cases of insider threats motivated by political or ideological factors. These cases often concern national pride or revenge against another nation for the attack. There have been numerous incidents of international hacking of businesses, human rights organizations and intellectual property theft.

    Why insider threats are dangerous

    Insider threats can have a massive impact on your data and bottom line. They typically aim for an organization’s core assets, including confidential data, product information, business strategies, corporate funds and IT infrastructure. Huge expenses are incurred because of downtime losses, lost business opportunities and more. Above all, it is frequently difficult to identify and contain these dangers.

    Don’t wait to protect your business

    Although the consequences of insider threats may be severe, you don’t have to face this problem alone. If you are wondering how you can mitigate these threats and prevent losses, we’ve got you covered. Check out our eBook to learn key strategies for mitigating insider threats.

    Reach out to us today to understand different ways of building a resilient cybersecurity posture against insider threats.

  • Mandatory 11-Digit Dialing Starts October 24, 2021

    Key Information

    Beginning October 24, 2021, you must dial 11 digits (1 + area code + telephone number) for all local calls. On and after this date, local calls dialed with only 7 digits may not be completed, and a recording will inform you that your call cannot be completed as dialed.

     

    Why Is This Change Happening?

    In preparation for the Federal Communications Commission’s (FCC’s) adoption of 988 as the new three-digit number to be used nationwide to reach the National Suicide Prevention and Mental Health Crisis Lifeline, starting July 16, 2022, 11-digit dialing is being implemented. However, customers must continue to dial 1-800-273-TALK to reach the Mental Health Crisis Lifeline until July 16, 2022.

    In order for 988 to work in the 209 area code, mandatory 11-digit local dialing will begin on October 24, 2021. At that time, everyone in the 209 area code will need to change the way they dial local calls.

     

    What will be the new dialing procedure?

    To complete all local calls, you will need to dial 1 + area code + telephone number. This applies to all calls within your area code that are currently dialed with seven digits, including to your neighbors. For example, you will dial 1-209-790-4560 to reach NTELogic.

     

    Who can I contact with questions?

    If you receive your voice telephone services from NTELogic and have questions about this change, please call our office at 1-209-790-4560 or via email to info@ntelogic.com. Otherwise, please contact your voice telephone services provider. You can also visit the FCC website at https://www.fcc.gov/suicide-prevention-hotline.

     

  • Building, Onboarding, and Managing Remote Teams

    Is your business implementing a hybrid or fully remote work model for the first time? Wondering how to successfully onboard and manage work-from-home employees without impacting workplace productivity, collaboration, or culture? With the right tools and processes, managing remote teams effectively is possible. Here’s an overview of what companies who are shifting to a hybrid or fully remote work model are doing to build, onboard, and manage remote teams.

    Tips for Building and Onboarding Remote Teams

    When building a remote team, you can focus on hiring based on skills, expertise, and culture fit rather than location. This gives your company a wider pool of applicants to draw from and makes it easier to create a dream team for your company.

    To build and onboard a remote team, you’ll need the right people, processes, and tools to make it work.

    • Designate HR staff to focus on hiring and training remote employees. The work experience is different when you’re working from wherever, so it’s important to have someone who understands how to engage, teach, guide, and provide support for remote workers.
    • Set expectations from the beginning. Establish the rules for work hours, specific times remote employees should make themselves available online, and time tracking from the beginning.
    • Create clear processes around communication – what channels should they use for collaboration, one-on-one meetings, and work questions? Who should they connect with for different types of communication and group work?
    • Empower your remote teams with easy-to-use and full-featured communications solutions that integrate with your business applications. As a lot of work happens through technology, it’s important to use platforms that enable productivity and minimize frustration. The essentials for keeping remote teams connected include unified communications, video conferencing software, and cloud phones.

    Tips for Managing Remote Teams Successfully

    Because your remote employees aren’t in the office, it can feel like you have less insight into how they spend their time, making management difficult. The reality is, working from wherever doesn’t have to impact productivity. With a smart, practical approach, you can still bring the best out of your employees. Here are a few tips to help you manage your remote employees:

    • Set up regular meetings. With remote teams, it’s more important to be proactive about meeting with your staff. Whether you do quick, one-on-one check-ins every morning or a weekly meeting with small groups, making face-to-face interactions part of the routine helps to keep everyone engaged.
    • Be upfront about work goals. Set benchmarks for individuals and groups – what should they be able to get done each day and each week? Also, be open to feedback from your employees. Check in with them to ensure they don’t feel overwhelmed with their workload and make adjustments as necessary.
    • Consider time tracking to gain clarity over time spent on tasks. Time tracking reveals how much time different employees take to do certain types of work and where they are devoting most of their work hours.
    • Provide tips and tools to help your remote employees create an optimal work environment. Talk to them about privacy and quiet when working from home, ways to set up an ideal home office, and what expectations they should set for themselves. Your company may need to provide hardware such as VoIP phones, work supplies, or ergonomically correct home office furniture.
    • Encourage a healthy work-life balance. Working remotely can be a positive experience that increases engagement and job satisfaction. However, employees do need support from management to make this happen. Regular feedback, supportive conversations, and help with the challenges of working from home, such as loneliness or a lack of physical movement, can help your remote teams thrive.

    How Many Businesses Are Relying on Remote Teams in 2021?

    A few short years ago, remote work was the exception, not the norm. In 2012, only 24 percent of employees worked from home 80 percent of the time or more.

    Throughout the pandemic, millions of employees traded their daily commute and nine to five at the office for a work-from-wherever lifestyle. Working remotely provided the adaptability and resilience necessary to ensure business continuity during the global health crisis. And now in 2021, 41 percent of the US workforce is fully remote. More than half work from home at least part-time.

    As a result, more employees and employers have experienced the benefits of remote work – the cost-savings, flexibility, and the potential for increased focus and satisfaction with work. So, it’s no surprise that the American workforce is moving ahead with some level of remote work.

    No matter what stage your business is at right now – whether you have a few remote employees, are developing a hybrid work model, or you’re considering going fully remote, build your foundation for success with cloud communications for remote teams. At NTELogic, we provide essentials such as Elevate, Online Meeting, and Contact Center. We also offer impeccable customer service, a 99.999% uptime service level agreement, and leading-edge cloud security.

    To learn more about how using NTELogic can help your business transform, get in touch with our team – we’d be happy to talk to you about how our tools can help you better manage remote teams.

  • Seven Customer Experience Trends to Have on Your Radar

    Every company strives to deliver exceptional customer experiences. However, customer expectations changed a lot in the last year and are constantly evolving. To meet customers where they are, you’ll want to have these customer experience trends on your radar.

    The pandemic influenced many of these trends, and you can expect many to become permanent fixtures. Let’s look at the trends making an impact and how you can integrate them into your processes and communications.

    1. Honesty, Transparency, and Visibility Are Nonnegotiable

    Getting a customer to trust you is no easy feat. It takes time to build trust, and you must be consistent to maintain it. COVID-19 accelerated this trend, as customers craved transparency and visibility around how businesses responded to the pandemic.

    Customers want to know about safety, hygiene, practices, and actions. No matter what business you’re in, your buyers want reassurance that they can trust you to serve them in the best way. While the health crisis is subsiding, customer feelings about honesty, transparency, and visibility won’t.

    2. Convenient Interactions

    Customers want options when it comes to contacting you. They need convenience in interactions and resolutions. That means omnichannel communication capabilities. They can call, email, or chat with your contact center agents. Thus, it’s imperative that you can integrate all these channels into one solution so that your employees can quickly address customer needs.

    In addition, intelligent routing allows you to ensure that customers talk to the right agent and don’t get passed along or end up waiting in long queues. Having this type of contact center infrastructure enables you to serve customers quickly and more adeptly.

    3. Prioritizing the Employee Experience

    Engaged, happy employees deliver better service. That’s undeniable. If your customer-facing teams don’t feel valued, it will reflect in their interactions. Conversely, those that have support and believe their company cares for them will perform better.

    How do you engage employees? It’s a lot of different things, from ensuring they have the right technology tools to developing a robust onboarding and training program to showing everyday appreciation.

    When you invest in employees, they have more reasons to remain loyal and excel at their job. Considering the cost of turnover, it makes sense to prioritize your team members.

    4. Data-Driven Decision-Making

    Data is the fuel for every business initiative in the modern world. You can gather and analyze lots of data around customer experiences with the right tech stack. For example, contact center software offers insights on queue performance, call volume, team activity, like time on calls and issue resolution, and more KPIs (key performance indicators).

    With this information, you can find themes and patterns that may result in follow-up training, process changes, or new workflows. That improves the customer experience and supports your employees.

    The more data you have, the better your decision-making. You aren’t guessing about what frustrates customers or causes negative experiences. You have the map and can then connect the dots to reduce friction.

    5. Contactless and Self-Service Options Are Here to Say

    Whether on-site or online, customers are okay with doing it themselves. This customer experience trend isn’t new, but the pandemic did boost its adoption. Now that customers changed their buying behaviors, they aren’t likely to fall back into old habits.

    If you want to keep up with customer expectations, then you need to embrace contactless and self-service. However, that doesn’t mean human interaction no longer matters. It’s just that customers may not choose this course unless they need to escalate. Keep this in mind that when self-service goes wrong, your customer service folks need to be responsive.

    6. Personalization Matters

    Customer service once meant that a business knew your name and your story. Of course, it was easier decades ago when there was economic segmentation and localization. Now, it’s a global world, but that doesn’t mean you can’t know your customer.

    One of the best modern examples of this is when customers contact you, and your agents have access to their history. That’s easily achievable when your contact center software integrates with your CRM (customer relationship manager). Agents can quickly get up to speed so that customers don’t have to repeat themselves. Additionally, there are software features that allow customers to connect back with their initial agent.

    7. Relationships Over Transactions

    The last 2021 customer experience trend is one that matters the most. Engineering your customer experience playbook to emphasize relationships over transactions is critical. In some ways, you may look at these interactions as transactions, worrying about the time it takes and the haste in correcting issues. That’s important, but having a strategic approach to relationship-building is imperative to be successful.

    You can build relationships by being responsive, empathetic, consistent, and trustworthy. Every action, initiative, or plan needs to be rooted in these attributes. Cultivate these relationships by delivering convenience, personalization, and options.

    Capitalizing on the Customer Experience Trends: Why Technology Matters

    In most of these trends, technology is a key component. Different platforms can help you capitalize on them. One of the most important is contact center software. Having a flexible, feature-rich solution provides your staff with a vehicle to optimize every customer experience.

    Contact NTELogic today to learn more about how our contact center platform can support your journey to create exceptional customer experiences every day.