Firefighter Training on Comms Equipment Is Critical, And Not That Hard

Posted by Lisa MacGillivray

Tuesday, January 17, 2017

Comprehensive firefighter training should cover all elements of the fireground, and that includes communications equipment. Today’s radios and accessories are more intuitive than ever, but that doesn’t mean first responders don’t need upfront and continuous training to ensure that they’re ready when it matters most.

In a “Fire Engineering” Training Minutes video on radios, fire service veteran Nicolas Martin says it best: “Communications are essential on any fireground, and radios are an essential part of communication.”

Firefighter training on communications equipment doesn’t have to be arduous, and a good mix of best practices – and practice – will make it easier than you think. Providing some basic information about how radios work and dispelling misconceptions can guide training and make it easier to implement.

Here are some firefighter training tips to keep in mind:

Read More

Tags: Public Safety Communications

30 Inspirational Quotes for Hospitality Management

Posted by Lisa MacGillivray

Friday, January 13, 2017

Hospitality management is one of the most complex – and most rewarding – leadership careers there is. You’re not only delivering a service, you’re creating exceptional experiences for guests, whether they’re business travelers, moms out for a girls’ weekend or high school students traveling for a band competition.

You are helping guests create memories, and to do that well takes a touch of inspiration. To create that spark, we’ve compiled wisdom from some of the giants in the hospitality industry.

Let’s let these legendary hoteliers speak for themselves; here are 30 inspirational quotes for hospitality management:

Read More

Tags: Hospitality

Why You Should Spend More Time Thinking About Customer Service

Posted by Lisa MacGillivray

Wednesday, January 11, 2017

Think about the last great customer service experiences you’ve had and what made them so remarkable: Was it the responsiveness of the staff? Their attention to detail? Their ability to resolve your issue on the first try? 

Now think about your own operation and whether customers – either internal or external – can say the same about their dealings with you. If the answer isn’t a resounding yes!, that’s a sure sign that your customer service needs some more attention.

If you’re wondering whether the investment in upgrading your customer service operation is worth it, consider this: 85 percent of U.S. respondents in a 2010 customer service report said they would pay more to ensure a superior customer experience. And 82 percent of consumers stopped doing business with a company because of a bad customer experience.

The real question, then, may be: Can you afford not to invest in better customer service?  Backed by both research and anecdotes, here are three key reasons why you should spend more time thinking about customer service: 

Read More

Tags: Customer Service

Will Next Generation 911 Meet its 2020 Goals?

Posted by Lisa MacGillivray

Monday, January 9, 2017

It’s been almost a year since a coalition of national 911 organizations formed with what they called an “aggressive but achievable” goal of transitioning all emergency call systems and call centers to next generation 911 by 2020. In the months since the coalition announced its intentions, progress has been made, but the question still remains: Will next generation 911 meet its 2020 goals?

We don’t have a crystal ball handy to answer that question, but we can offer some insight about what progress has been made recently and how far the experts say there is to go.

Read More

Tags: Public Safety Communications

New Year's Resolutions for a Better School Communications System

Posted by Lisa MacGillivray

Friday, January 6, 2017

The beginning of another year – and the midway point in most schools’ academic year – is a great time to review your current school communications system and decide how to make it even better.

Too often, school districts and campuses wait for an emergency or disaster to strike either elsewhere or close to home before making communications system improvements. As 2017 begins, now is your chance to get better prepared in case of an emergency and improve the efficiency of your day-to-day operations.   

Here are 5 new year’s resolutions for a better school communications system:

Read More

Tags: Education

New Year's Resolutions To Strengthen Your Command Center

Posted by Lisa MacGillivray

Wednesday, January 4, 2017

As we’re starting a new year, it’s a good time to ask yourself – and your agency: Is our command center stuck in the past? Your center has countless moving parts, all of which need to be properly maintained, serviced and upgraded. But budget concerns, higher-profile priorities and a shortage of resources may mean your upgrades keep getting put on the back burner.

The beginning of a new year offers the opportunity to put your command center front and center. Here are 5 new year’s resolutions to strengthen your command center:

Read More

Tags: Public Safety Communications

Two-Way Radios to Watch in 2017

Posted by Lisa MacGillivray

Thursday, December 22, 2016

Two-way radios are continuing to evolve in exciting ways as more industries and agencies discover their superiority over cell phones – yes, even smartphones – for both everyday use and emergencies. When it comes to durability, reliability and clarity, two-way radios are better than cell phones on all counts.

We’ve had our eye on a few trends for two-way radios over the last year, particularly expanded offerings in terms of size, use cases and even color. So here are some predictions for two-way radios to watch in 2017:

Read More

Tags: Vertex, Digital Two-Way Radios

5 Signs of an Outdated Workforce Management System

Posted by Lisa MacGillivray

Tuesday, December 20, 2016

Your legacy workforce management system probably isn’t just one system – it’s a series of disparate solutions that don’t talk to each other, don’t offer real-time updates and, worse yet, actually make it more difficult for staff across your office, plant or warehouse to communicate.

If you’ve just been putting up with your workforce management system’s shortcomings or haven’t shopped around for a while, you may not realize how stuck in the past your plant or office operations have become or what new, economic options are available.

To help decide whether you could use an update, here are 5 signs of an outdated workforce management system.

Read More

Tags: MOTOTRBO, Digital Two-Way Radios, Push to Talk

Forget Cell Phones: 3 Replacements Your Agency Needs to Embrace

Posted by Lisa MacGillivray

Wednesday, December 14, 2016

When we talk about cell phone replacements, we don’t mean replacing the cell phone whose screen just cracked, whose battery mysteriously stopped charging or whose model was recalled because it kept catching fire. We mean cell phone replacements that will allow your agency to stop relying on cell phones for your vital communications once and for all.

For consumers, cell phones are king, and for good reason. They offer the perfect mix of features and functionality to meet people’s personal needs. But consumer-grade cell phones for agencies? Forget it.

Here’s a rundown of 3 replacements your agency needs to embrace.

Read More

Tags: Two Way Radios, MOTOTRBO, Digital Two-Way Radios

6 Best Mobile Apps for Customer Service

Posted by Lisa MacGillivray

Monday, December 12, 2016

The best mobile apps for customer service will take you even farther toward putting your entire business or operation in the palm of your hand, allowing you and your team to remotely track, answer and resolve customer service issues in real time. As you’re well aware, exceptional customer service can be that special something that puts you ahead of the competition, so being responsive and available is key.

Luckily, the best cloud and on-premise customer service platforms offer mobile versions for handling on the go. Most offer similar suites of capabilities for responding to customer calls, emails, social media inquiries and other contacts, so it’s worth giving several solutions a test drive for a free trial month to see which of them is the best fit for your team.

Once you get your mobile app up and running, you’ll wonder how you ran your business or operations without it. Here’s a sampling of the six best mobile apps for customer service:

Read More

Tags: Customer Service