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As business owners, we are constantly looking for learning resources on how to make our business a better place to work, run more efficiently, and be more profitable for all the stakeholders. Reading the latest NYTimes best selling business thought leaders’ books, Youtube videos, How- To conferences, and industry events. It’s hard to know where to spend your time and money. Although Cindy and I have done all of the above, albeit sporadically, depending on where we were in the growth of our company and our personal lives, one source for learning that we have found to be extremely valuable is our own industry event. Every year, CAM-X, The Canadian Association of Message Exchanges ( a name that we evolved to years ago, when we didn’t want to be called either an answering service or a call centre, which many are now proudly reverting back to ) holds a conference somewhere across our country, or occasionally in a southern locale. Keynotes, and industry...

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The phrase “Incident Command System” may sound complicated without context, but it has emerged over the last 50 years to be the standard for the command, control, and coordination of emergency response efforts. Here in Newfoundland, ICS training is performed through Fire & Emergency Services, and all municipalities are required to not only be trained in the system but also to have an Emergency Management Plan in place. Our curiosity about the system was stoked when we noticed that many of our emergency-centric clients use ICS. Here’s what we found out. What is ICS? ICS is a standardized on-scene incident management concept designed specifically to allow responders to adapt an integrated organizational structure equal to the complexity and demands of any single incident or multiple incidents without being hindered by jurisdictional boundaries. ICS is normally structured to facilitate activities in five major functional areas: command, operations, planning, logistics, intelligence & investigations, and finance & administration. The purpose of ICS is to enable incident...

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You may be familiar with the phrase SaaS - that is, Software as a Service. For a SaaS product, businesses pay developers for access to their cloud-based software platform, usually a web application. From Asana to Zapier, Proposify to Salesforce, SaaS applications have changed the way that many of us do our jobs; they offer autonomy and convenience through the use of a subscription model, which is often a fraction of the cost of buying software outright. What is MaaS? Of course, the “as-a-service” model is not only limited to software products. For example, Monitoring as a Service, or MaaS, allows for monitoring services without needing to create a monitoring infrastructure specific to the company. With MaaS, alerts are generated by the local device or sensor, which are then funneled into a monitoring platform; a mandated response procedure is then followed on a 24/7 basis. A MaaS model can easily be applied to a number of technologies, including telematics, lone worker devices, healthcare...

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Purchasing a new product or service can be intimidating, especially when it’s your first time and you aren't accustomed to the “talk of the trade”. Take car buying for example: if you’re anything like me, you nod, smile, and discreetly start Googling when the salesperson talks about DCTs and MFI-Cs. This process is uncomfortable and often leaves you with more questions than answers. Nearly every industry has their version of a secret language, and Contact Centers are no exception. To help you translate and “talk the talk”, we've compiled a list of some of the most common abbreviations and terms used in the Contact Center world. Whether you’re in the market for Contact Center services, are starting a new job at a Contact Center, or simply want to learn the language, this glossary of terms is a great reference tool. ACR (Abandon Call Rate) This rate represents the percentage of calls abandoned by the caller before they actually get an answer. AHT (Average...

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