Author Archives: Austen Read-McFarland

Bacteria on Phones? Healthcare Facilities Can Do Without It

In a hospital or care center, communication equipment is vital. If there’s an emergency at the front desk, or if a patient’s condition worsens, doctors and nurses need technology that lets them know about it immediately.

At first glance, smartphones seem to fill this role effectively. They bring traditional call capabilities in a fully portable format, putting them in contact with their team anywhere.

The problem is, smartphones also bring bacteria. Continue reading

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What to Avoid When Managing Conflict

 And What Strategies to Use Instead

There’s nothing fun about a fight in the workplace. Flaring tempers, harsh language — these problems last well after the moment they arose, carrying into the workday and rupturing any sense of company unity.

And as bad as that clash may be, poor conflict management will only make it worse. Handled improperly, attempts at mediation can end up stoking the argument you tried to quell. One side may feel unjustly attacked. The other may not see any reason to improve their own behavior.

To avoid that outcome and maintain a sense of unity in the workplace, you’ll want to steer clear of these conflict resolution mistakes. Continue reading

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Considering Customer Service by the Numbers

How Contact Center Metrics Add Value to PBX

In the digital age, every company should operate on the understanding that speedy customer service counts for a lot.

The reason for that is a story told by statistics. Although sentiment toward customer service is positive on the whole, over 50% of consumers will cancel a purchase if they aren’t given good service, with 40% want that service performed “quickly.” Furthermore, 90% of consumers consider “immediate” responses in customer service important to their experience. Continue reading

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The Way to a Healthy Work-Life Balance

Collaboration is the Key

In today’s work culture, leisure feels more and more like a luxury. Growing workloads are adding up to less time to relax, and a lot more employee stress.

And the havoc that stress can wreak is alarming. Mentally, it results in anxiety and heightened symptoms of depression. Physically, it creates issues such as weaker immune systems and worsened risks of heart disease.

The key to reducing stress is maintaining a healthy work-life balance: limiting time-wasting behavior, reducing office hours, and ensuring your time off isn’t actually time spent on call. Continue reading

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