What about Versailles? Jeff Broadwick CTIconnect 312-205-2519 Office 574-220-7826 Cell jbroadw...@cticonnect.com
> On Mar 26, 2018, at 10:17 AM, Josh Luthman <j...@imaginenetworksllc.com> > wrote: > > Here in Ohio it's very easy to know you're not from this neck of the woods > (probably western third of the state)... > > It's Russia, not Russia. > It's Piqua, not Piqua. > It's Houston, not Houston. > It's Rio Grande, not Rio Grande. > > > Josh Luthman > Office: 937-552-2340 > Direct: 937-552-2343 > 1100 Wayne St > Suite 1337 > Troy, OH 45373 > >> On Sun, Mar 25, 2018 at 5:33 PM, CBB - Jay Fuller >> <par...@cyberbroadband.net> wrote: >> >> I would certainly disagree with that. If someone does not know how to >> pronounce our community names it would 100% tick me off and clue me into >> knowing whomever I'm talking to is not here... >> >> ----- Original Message ----- >> From: Lewis Bergman >> To: af@afmug.com >> Sent: Sunday, March 25, 2018 5:32 AM >> Subject: Re: [AFMUG] Serverplus >> >> I would say that if you want local pronunciations of words you should run >> your open tech support. >> >> I don't think most people care. They are normally happy just to have someone >> speak English that they can understand. Until you get about 8000 subs I >> doubt you can do it anywhere close to the cost that Lane can. >> >>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote: >>> https://www.youtube.com/watch?v=GyJXDdlD4jQ >>> >>> "IN-DE GO" :) >>> >>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes >>>> <mattli...@rivervalleyinternet.net> wrote: >>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of >>>> the six fingered man. >>>> >>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote: >>>>> >>>>> That's how it's pronounced... >>>>> >>>>> Maybe a regional thing? >>>>> >>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" >>>>> <mattli...@rivervalleyinternet.net> wrote: >>>>>> GTC does this too. I don’t know why it’s so hard. >>>>>> >>>>>> The company I used to work for was “Indigo Wireless”. They always say In >>>>>> Dee Go. >>>>>> >>>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> >>>>>>> wrote: >>>>>>> >>>>>>> They are working well for us, and I have a horrible generic support DT, >>>>>>> lol! >>>>>>> >>>>>>> >>>>>>> >>>>>>> I have had zero complaints from my customers so far this year, so I >>>>>>> think they are doing well. >>>>>>> >>>>>>> >>>>>>> >>>>>>> The only feedback I’ve had is customers hear our company name >>>>>>> pronounced five different ways, even though the DT instructs the proper >>>>>>> pronunciation. >>>>>>> >>>>>>> >>>>>>> >>>>>>> But it’s a made-up name so my customer are always confused on >>>>>>> pronunciation themselves. >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com >>>>>>> Sent: Saturday, March 10, 2018 11:25 AM >>>>>>> To: af@afmug.com >>>>>>> Subject: Re: [AFMUG] Serverplus >>>>>>> >>>>>>> >>>>>>> >>>>>>> I would add that Layne’s service is only as good as the decision tree >>>>>>> that you provide to him. The more detailed DT, the better the service >>>>>>> will be. >>>>>>> >>>>>>> >>>>>>> >>>>>>> From: Layne Sisk >>>>>>> >>>>>>> Sent: Saturday, March 10, 2018 10:48 AM >>>>>>> >>>>>>> To: af@afmug.com >>>>>>> >>>>>>> Subject: Re: [AFMUG] Serverplus >>>>>>> >>>>>>> >>>>>>> >>>>>>> I would like to share some solid stats with the group. Please see >>>>>>> those below. The comment about a decline is hard to address without >>>>>>> looking at stats. Kind of like the user that calls you and vaguely >>>>>>> says “My internet seems slow” when you have stats that show they are >>>>>>> getting more than they are paying for. We have hired a number of new >>>>>>> people recently because we have grown and have added a new office but >>>>>>> as Justin said this is a slow time of the year so we also took >>>>>>> advantage of this time to get rid of some of our weaker >>>>>>> performers. Here are the company wide stats for the past week with >>>>>>> some comments about them, I would stack these up against any call >>>>>>> center in the world. Sorry if I come on strong, but as you all know >>>>>>> this is my baby and I care a lot about it just like you do about your >>>>>>> networks. I know we are not perfect, out of 6000 calls I am sure we >>>>>>> made a mistake or two and I am happy to address any individual issue >>>>>>> directly, but I am pretty proud of what we do. >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> OFFICE STATS >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> SP >>>>>>> >>>>>>> GOAL >>>>>>> >>>>>>> Comment >>>>>>> >>>>>>> AVERAGE TALK TIME >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 0:11:05 >>>>>>> >>>>>>> 0:10:00 >>>>>>> >>>>>>> Down from over 13 min 2 months ago >>>>>>> >>>>>>> TOTAL TALK TIME VS SCHEDULED >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 69.94% >>>>>>> >>>>>>> 80% >>>>>>> >>>>>>> This is agent utilization >>>>>>> >>>>>>> SURVEY SCORE >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 91.66% >>>>>>> >>>>>>> 95% >>>>>>> >>>>>>> 91.66% of callers would recommend the service That is a number any >>>>>>> company would kill for >>>>>>> >>>>>>> SURVEY TAKEN >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 20.57% >>>>>>> >>>>>>> 20% >>>>>>> >>>>>>> A full 20% of callers responded to our survey, that number is unheard of >>>>>>> >>>>>>> TECH ESCALATION >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 39.31% >>>>>>> >>>>>>> 20% >>>>>>> >>>>>>> Higher escalation percentage this week because of the storms and >>>>>>> significant network outages >>>>>>> >>>>>>> ESCALATION APPROVAL TIME >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 0:11:47 >>>>>>> >>>>>>> 0:10:00 >>>>>>> >>>>>>> Down from over 30 min 4 months ago >>>>>>> >>>>>>> QA SCORE >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 92.05% >>>>>>> >>>>>>> 95% >>>>>>> >>>>>>> Happy to share our QA form with anyone who would like to see it >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> COMPANY STATS >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> SP >>>>>>> >>>>>>> GOAL >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> CALL WAIT TIME >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 0:01:52 >>>>>>> >>>>>>> 2:00 >>>>>>> >>>>>>> Less than 2 min wait time even though our SLA is less than 3 >>>>>>> >>>>>>> BILLABLE CALLS >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 6112 >>>>>>> >>>>>>> 10,000 >>>>>>> >>>>>>> Reflection of the slow season >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> ABANDONED TIME >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 0.37 >>>>>>> >>>>>>> 2:00 >>>>>>> >>>>>>> Outage recordings cause people to hang up once they hear the recording >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> CALLS TAKEN PER HOUR >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> 4.10 >>>>>>> >>>>>>> 5.45 >>>>>>> >>>>>>> This is calls answered per worked hour >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> Layne Sisk >>>>>>> >>>>>>> ServerPlus >>>>>>> >>>>>>> 801.426.8283, ext 102 >>>>>>> >>>>>>> <image001.png> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> <image002.jpg> <image003.png><image004.jpg> >>>>>>> >>>>>>> >>>>>>> >>>>>>> From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones >>>>>>> Sent: Friday, March 09, 2018 10:30 PM >>>>>>> To: af@afmug.com >>>>>>> Subject: [AFMUG] Serverplus >>>>>>> >>>>>>> >>>>>>> >>>>>>> Has anyone noted a consistent decline in quality with these guys, and a >>>>>>> large number of different tech names in their tickets? >>>>>>> >>>>>>> Its almost looking like they outsourced their outsourcing. >>>>>>> >>> >
