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Using Research and Customer Information to Maximize Business Potential

The cornerstone of any business is a loyal customer. That is why in September, our main focus has been on building strong customer relations using customer information supported by excellent service. The two simply go hand in hand. Starting in October, we will start a series, “Using Conference Calling to Define Service” building on that foundation. Conferencing can be a cost effective and simple way to facilitate this customer research and information gathering in order to provide the best in service.

Last week, we discussed the importance of excellent customer service in building loyal, repeat customers who makes referrals. Earlier in the month, we outlined ways to know your customer as well as steps to gather market intelligence. All the suggestions offered will help to serve your customer base. Ultimately, this customer knowledge can help your business reap tremendous benefits. We strongly emphasize that gathering this customer knowledge has to be a priority. It just doesn't happen! Outlined below are suggestions that will make this research a reality.

September 30, 2014 | Categories: , , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, Conference call, conference call moderator, Conference calls, Conference Service Provider, Customer service, Market Research, Marketplace Trends, Two Rivers Conferencing, web conferencing, Webinars
Why excellent customer service is important

“Spontaneous service brings joy to both receiver and giver. Good customer service has to come from people who like people and enjoy being nice to them. It starts at the top.” (Neiman-Marcus)

We have all heard the phrase “The customer is always right”. The truth behind this famous slogan is recognizing that customers are the lifeline for any business. A successful company understands that excellent customer service is essential for a healthy business, creating new customers, keeping loyal customers, and developing referrals for future customers.

Why is excellent customer service important? Simply put, future business depends on it. The best in customer service can result in three positive outcomes:

September 23, 2014 | Categories: , , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, Business solutions, Conference call, Conference calls, Conference Service Provider, Conferencing service, Customer Service, Customer support, Listening skills, Two Rivers Conferencing, web conferencing, Webinars
Tracking Results to Maximize Business Potential

The most successful organizations in the world are also those who apply the most rigor to reviewing results against plan and providing guidance and training to ensure plans are met. That which gets measured, gets done! Audio and web conferencing are great ways to perform these reviews with individuals and functional groups throughout your company in a way that provides uniform dissemination of information while eliminating the need for travel to accomplish these purposes. Some common areas where this could be applied include:



September 16, 2014 | Categories: , , , , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, Conference call, conference call moderator, Conference calls, Conference Service Provider, Conferencing service, Meetings, performance reviews, Strategic planning, timed agendas, Two Rivers Conferencing, web conferencing, Webinars
We Build Relationships

Building a strong customer relationship is necessary for excellence in customer service. In order to build this foundation, it is essential to understand your customer's specific needs and business goals. This understanding will make the most of your customer relationships and allow you to provide them with the best service. It is equally important to know them on a friendly level, which will build trust and loyalty. This customer knowledge will guarantee a long lasting client relationship that will transition and grow as both of your businesses evolve.

Understanding how your customers are managing their business along with a knowledge of their future plans and goals will play an important role in building a strong relationship. Getting to know your client and their needs means that you need to be a step ahead of the game and know what will benefit them in the long run. This knowledge about your customer's business will help you put the right solutions in place for them, not only for the present but for the future. Knowing the direction a customer plans to take their business can make you an integral part of growing their business. This will also help to grow your business in order to maximize business potential!

September 8, 2014 | Categories: , , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, Business solutions, Conference call, Conference calls, Conference Service Provider, Conferencing service, Customer Service, Customer support, Two Rivers Conferencing, web conferencing, Webinars
Gaining Market Insights to Maximize Business Potential

Gathering market information is an essential part of any business or organization - no business can work isolated from their industry, market, clients and partners. All businesses, regardless of size and type, have to continually maintain contact with their clients and business partners to keep current with relevant marketplace issues and trends.

The problem is businesses have time and resource limitations, impacting their ability (and willingness) to implement ongoing market intelligence/information programs. But businesses need to have a market intelligence program. The business environment and market factors evolve too quickly not to keep abreast with changes and trends.

September 2, 2014 | Categories: , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, Conference call, conference call moderator, Conference calls, Conference Service Provider, Conferencing service, Market Intelligence, Market Research, Marketplace Trends, Meetings, timed agendas, Two Rivers Conferencing, web conferencing, Webinars
Maximize Your Organization's Potential with Quarterly Reviews

Our fourth article on effective meetings focuses on the quarterly review meeting. Author Patrick Lencioni strongly advocates the use of quarterly leadership team meetings in his book “The Advantage – Why Organizational Health Trumps Everything Else in Business”. Regarding this meeting form he states, “Activities that should be addressed during these meetings should include reviewing the organization's strategic anchors and thematic goals, assessing the performance of key employees, discussing industry changes and competitive threats and, of course, reviewing the behaviors of the team members in regard to cohesiveness.”

Lencioni recommends the use of an outside consultant or leader of the executive team to participate as a member, organize the meeting and facilitate the discussion. He advises executives to step back and revisit the four disciplines covered in his book: team, clarity, communication, and human systems. The author advises that every organization spend two days each quarter for these developmental review meetings.

August 12, 2014 | Categories: , , , , , | Tags: Audio, Audio and web conferencing services, Communication, Competition Conference calls, Conference call, Conference Service Provider, Conferencing, Conferencing service, Decision-Making, Meetings, Strategies, Two Rivers Conferencing, Web conferencing
Maximize Your Organization's Potential with Weekly Staff Meetings

We all cringe at the thought of sitting through yet another weekly meeting in which we hash out the events of the seven days and discuss what each team member feels is top priority moving forward. These meetings can seem mundane and tiresome as can the time spent creating an agenda leading up to them. In “The Advantage” Patrick Lencioni addresses how to eliminate the fuss and capitalize on time to ensure your dreaded weekly meeting not only serves purpose, but makes it enjoyable.

According to Lencioni “there is no more valuable activity in any organization than the regular staff meeting of a leadership team.” He has designated weekly or bi-weekly meetings for tactical purposes. These meetings are to quickly create a real-time agenda and assess top priorities. The challenge is evaluating the importance of each priority brought up by team members while eliminating topic distractions.

August 5, 2014 | Categories: , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, communication, Conference call, conference call moderator, Conference calls, Conference Service Provider, Conferencing, Conferencing service, Meetings, timed agendas, Two Rivers Conferencing, web conferencing
Maximize Your Organization's Potential with Adhoc Topical Meetings

Continuing our discussion on effective meetings, Patrick Lencioni in his book “The Advantage — Why Organizational Health Trumps Everything Else in Business” said, “The highpoint of being a leader in an organization is wrestling with difficult decisions and situations. Truncating those high points just doesn't make sense.” Lencioni makes a strong case for the utilization of adhoc topical meetings where management digs into the critical issues that can have a long term impact on an organization or that require significant time and energy.

According to Lencioni, managers should separate their tactical conversations from their strategic ones. Combining the tactical and strategic conversations just doesn't work and leaves both set of issues inadequately addressed. He further states that if leadership goes more than a month without a strategic meeting, something is probably wrong.

July 29, 2014 | Categories: , , , , , | Tags: Audio and web conferencing services, Audio conferencing, communication, Conference call, conference call moderator, Conference calls, Conference Service Provider, Conferencing, Conferencing service, Meetings, timed agendas, Two Rivers Conferencing, web conferencing
Maximize Your Organization's Potential with Daily Check-in Meetings

In his book “The Advantage — Why Organizational Health Trumps Everything Else in Business” author Patrick Lencioni boldly states, “If someone were to offer me one single piece of evidence to evaluate the health of an organization, I would want to observe the leadership team during a meeting.” He then makes a compelling case for the use of daily check-in meetings where management teams briefly review schedules, events and issue alerts.

Lencioni advises the team get into the habit of gathering once a day, for no more than ten minutes, to clear the air about anything administrative that would be helpful to know. He further advises that there be no agendas and no resolution of issues, just an exchange of information. Two Rivers Conferencing's toll free reservationless conference services perfectly complements this healthy organization strategy!

July 22, 2014 | Categories: , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, communication, Conference call, conference call moderator, Conference calls, Conference Service Provider, Conferencing, Conferencing service, Meetings, timed agendas, Two Rivers Conferencing, web conferencing
Best Practices to Improve Your Conference Calls

International business is exploding across all industries as new technology makes the world a smaller place. Although more international business opportunities exist than ever before, communicating effectively with parties in different countries can be a challenge. Different physical locations, different time zones and long travel durations combine to create strong barriers to communication. Audio and video conferencing are powerful ways for geographically distributed groups of people to collaborate effectively. They allow multiple participants to communicate as a group and create real time teamwork where it otherwise could not exist. They can also allow sharing of documents, drawings, spreadsheets and even full motion videos, which aid the communication process.

As significant as the benefits of international conferencing may be, challenges to effective communication do exist. Accents from non-native English speakers can be difficult to discern. Some words and phrases have different meanings in different countries which can lead to confusion. With that in mind here are some do's and don'ts for international audio/video conferencing:

July 15, 2014 | Categories: , , , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, Conference call, conference call moderator, Conference calls, Conference Service Provider, Conferencing, Conferencing service, Meetings, timed agendas, Two Rivers Conferencing, web conferencing, Webinars
Future of Web Conferencing

Web conferencing is important for sharing information, effective collaboration and active communication. It is efficient and saves both time and money while bringing groups together from all over the world. An excellent collaboration tool for law firms, corporations and other organizations, web conferencing allows organizations to tap into expertise that is geographically dispersed. In the future think of web conferencing for increased interactivity, engagement and accessibility from any device (Smartphones and tablets), improving presentation tools, simplifying shared documents, and enhancing Q and A.

June 16, 2014 | Categories: , , , , | Tags: audio conferencing, cloud-based video conferencing services, conferencing service, mobile devices, mobility, smart devices, video conferencing, web conferencing, webinars
Web Conferencing Security

Web conferencing is a powerful way for geographically distributed groups of people to collaborate effectively. Not only does it allow participants to see each other onscreen if desired, it also allows sharing of documents, drawings, spreadsheets and even full motion videos. A picture is worth a thousand words and the ability to share the actual materials that are being discussed in the meeting is extremely effective. It is useful to show participants in onscreen windows because their expressions and gestures give context to their statements which could otherwise be misconstrued. Web conferencing is also commonly used to share desktops in order to demonstrate software for remote viewers, be they customers or colleagues.

June 3, 2014 | Categories: , , , | Tags: audio conferencing, conference host, conferencing service, online security, web conferencing, webinars
Best Practices

Video conferencing continues to gain currency as organizations are forced to constantly wring more efficiencies out of smaller and geographically distributed staffs. Conferencing in general is an effective alternative to travel because it eliminates cost and time lost in transit. Video conferencing provides some benefits that other types of conferencing (audio and web) do not, particularly the added intimacy and sense of expression that comes from the participants actually seeing each other onscreen.

Video conferences are an extremely effective form of communication when they are conducted well. Conversely, they can be an unintelligible mess of distraction and garbled communication if best practices are not followed. There are several forms of video conferencing available in the marketplace today including handheld and desktop device based methods as well as room-based video conferencing. The best practices below are intended for room-based video conferencing although many of them apply to the other forms as well.

Best practices are as follows:

May 1, 2014 | Categories: , , | Tags: handheld, moderator, room-based, video conferences, video conferencing
Attorney on phone

Two Rivers Conferencing, LLC's management team has over 25 years of conferencing expertise, specializing in our country's premiere law firms of all sizes and legal specialties. We know how important conference calls are to legal professionals and we provide superior quality audio, video and web conferencing that is easy to use while backed by personal real-time assistance. Our clients value us most for our ability to improve the profitability, increase the security and enhance the image of their law firm's conference events.

Profitability is improved by our advanced invoice and billing system that allows every conference event to be associated with the correct client matter number. Further improvements are realized by reducing the amount of staff time taken to process the information provided on each invoice into its most usable format for the firm's data tracking requirements.

Improved profitability starts at the beginning of each conference call. Our clients have the option of being prompted to input the client matter number assigned to the conference event. Our system then confirms the number prior to launching the conference call to eliminate the possibility of number entry errors. These assigned numbers are carried forward onto our monthly billing statements sent electronically as email attachments. The same information can be provided more quickly via conference reports sent to designated administrators within moments after the conclusion of each conference call!

March 31, 2014 | Categories: , , , | Tags: Law Firms, Two Rivers Conferencing

It is often said that word of mouth is the most powerful form of advertising. Two Rivers Conferencing, LLC has realized consistent and substantial growth since its founding as a result of the positive word of mouth advertising shared by its clients and our well connected network of Dealers and Independent Sales Representatives. We enhance this important strategy through the use of an Affinity Program that rewards our loyal clients on the revenues generated by the new customers they refer to us. Each month TRC issues commission payments equaling ten percent (10%) of the revenues collected from its newer customers to the customer or sales channel partner that referred those clients to us! Participation in this program is easily accomplished and can yield substantial benefits to those who value the creation of long term recurring revenue streams for their business or organization.

March 20, 2014 | Categories: , , , | Tags: Affinity Program, Commission Payments, Conference Service, Conferencing
Who, Where, Why, What, How, When?

Surprising your conference call participants with questions can result in embarrassing delays as they search for an appropriate response. Fortunately, these awkward moments can be prevented entirely and for all time by having conference event moderators adopt the practice of alerting participants in advance of their required contribution to the group's discussion. Like all good habits, adopting this practice requires discipline and practice. One respected approach identifies seven basic steps that we have applied to the circumstances of a conference event moderator:


March 13, 2014 | Categories: , , , , , | Tags: conference calls, conference event moderator, moderator, participants
Magnifying Glass

The importance of receiving a detailed invoice when using conference calling services is an often over-looked and undervalued aspect of the Conference Service Provider's (CSP) capabilities. The complexity of conference call detail records can pose serious challenges to accounting specialists charged with the responsibility of assuring the legitimacy of the charges billed by the CSP and allocating those costs to specific individuals or departments within the client organization. At Two Rivers Conferencing LLC we place considerable importance on our process for providing our customers with timely, accurate invoices that provide all our customers with a well-organized invoice that allows for easy verification and assignment of conference service related costs.

March 5, 2014 | Categories: , , , | Tags: accounting, conference calling services, Conference Service Provider, invoices, Two Rivers Conferencing
No Hidden Charges

Prior to launching its Conference Service Provider business, the founding executives at Two Rivers Conferencing conducted a substantial number of interviews among a wide variety of other service providers' customers. The information gained from these interviews guided us in almost every aspect of our operating technology and service provisioning processes. We took special note of the almost unanimous dissatisfaction expressed about recurring monthly fees and hidden costs that appeared in every new CSP invoice! These included:

  • Ongoing monthly account fees regardless of actual usage
  • One time charges for setting up or modifying new moderators
  • Additional charges for exceeding the number of participants allowed on a given conference call
  • Charges for provisioning customized greetings, call control features, etc.

We at TRC made it our mission to address these concerns by delivering all of our services on a price per minute basis without requiring the use of additional charges for features and services that were already an integral part of our operating service platform. As a result, our customers use our services with the confidence of knowing their monthly invoice will contain only those charges that are directly based upon the actual number of minutes of usage for our audio and web conference services with no frills and no hidden charges.

March 3, 2014 | Categories: , , , | Tags: audio and web conference services, Conference Service Provider, Two Rivers Conferencing
People in a Meeting

Meetings held on audio, web and video conference calls are one of the common ways that many of us get work done on the job. We may discuss issues, share new information and make important decisions in meetings. However, conference calls can also be one of the ways that time is wasted in the workplace. A timed agenda can be a great way of keeping meetings on track and making sure that meetings not only begin and end on time, but that each topic also gets its just allotted time. We believe that the use of a timed agenda can also serve as a helpful training and recognition opportunity that can remove the burden placed upon the conference call moderator or host for developing and managing the conference meeting's timed agenda. These opportunities are highlighted in bold print below.

February 27, 2014 | Categories: , , , , , , , | Tags: conference call moderator, conference calls, employee satisfaction, meetings, timed agendas, video conference calls
Excellent Customer Service

We often describe Two Rivers Conferencing LLC as a Conference Service Provider that is, “large enough to serve you but small enough to care!” Recent survey responses show one hundred percent (100%) of our respondents report they are “highly satisfied” with our services in the past year with a substantial percentage (87%) indicating they are “very likely” to continue using our services in the future. The combination of these positive responses confirms TRC's service capacity and range of service features meet our customers' needs.

Why such high customer satisfaction? We believe it's because we provide our customers with direct access to a knowledgeable staff of conference service professionals having substantial backgrounds in telephony and/or conference calling since TRC's founding in 2005:

  1. Judy Bogaerts, Operations Support Specialist, 5 years at TRC
  2. Kristina Owen, Director of Client Services, 8 years in telephony and 6 years at Aspen Conferencing and TRC
  3. Mary Kay Riviere, Director of Operations, 9 years at TRC
  4. Neil Doughty, President & CEO, 33 years in telephony and 5 years at TRC
  5. Rick Riviere, Founder & Managing Partner, 36 years in telephony and 23 years at CPI and TRC
February 24, 2014 | Categories: , , , , | Tags: Conference Service Provider, conferencing calling, customer satisfaction, Neil Doughty, Rick Riviere, telephony, Two Rivers Conferencing

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