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In Loving Memory… Jeremy Eugene Blackburn (Jebbi)

We’re saddened to inform you that Jebbi Blackburn passed away on November 9, 2019, after an unexpected illness. Jebbi was just two months shy of his 47th birthday. His passing has left us with an instant—and enormous—void.

For our customers who knew and worked with Jebbi Blackburn, we wanted to inform you of his passing and tell you a little more about this remarkable human being.

Jebbi worked for Millennia Technologies from February of 2005 through his passing. He was an honorable man of great integrity, with a love for and faith in God that developed him into the person he was.

While visiting his parents, who were on a mission trip in Paraguay, Jebbi met a young lady who would later become his wife of nine years. He loved the slower pace of life in Paraguay and decided to start his …

CUSTOMER CONTACT CENTERS: MAXIMIZE CUSTOMER SATISFACTION WHILE CONTROLLING COSTS

“This is the era of the customer.” You’ve probably been hearing that phrase a lot lately. Among other things, it refers to increased customer expectations regarding service and communications. The customer experience has never been more important, and contact centers play an important role in that overall experience.

Although customers typically begin their service journey with an automated system, when that fails (which it does when the support issue is too complex), customers want to talk to a real person. For instance, did you know…

Automated Telephone Systems (IVR) and the inability to reach a live person for support is the number one complaint from customers. According to Microsoft’s 2017 State of Global Customer Service Report, 34% of U.S. respondents found this the most frustrating aspect of the customer service experience.
The survey also revealed that 44% of people in …

HOW TO MAKE YOUR PHONE SYSTEM MORE INTELLIGENT

Let’s be honest, we’ve all experienced phone rage at some point. It occurs when you call a company and get put on hold for what seems like an eternity, while being forced to listen to the instrumental version of classic rock tunes, or worse, an endless loop of commercials. Equally frustrating is being put in perpetual transfer mode, where there is no escape except to hang up and start over! These experiences do not leave you feeling positive about the company you’re dealing with.

You know this type of interaction is bad for business, but do you know how your company is handling customer calls? Are phones being answered in a timely fashion? Are customers being transferred properly? How long are they on hold, and more importantly, how long are they willing to wait before hanging up?

If your phone system …

8 BUSINESS DYNAMICS THAT CAN BE OPTIMIZED BY THE CLOUD

(Reprinted with permission from Mitel)
Certain Business Dynamics are Custom-Made for Cloud Communications Solutions
If you want to spend less time managing communications infrastructure and more time focusing on your core business objectives, it’s time to consider the cloud. Step back and take a fresh look at the forces affecting your business. Check out the list below to see if any of these common dynamics might be driving you to the cloud:
1 | Rapid Growth
Businesses expanding rapidly need solutions that can be implemented just as fast. The cloud provides quick and easy software upgrades with the inherent scalability needed to support growth. Plus, cloud solutions offer greater flexibility for integrations with other technologies you may already be using and the ability to more readily adapt processes in the future.
2 | Multiple Locations
You may have staff in multiple locations, but you need …