But, how do you start up a business while maintaining customer happiness with an audio and web conferencing provider? That’s a great question for the great entrepreneur, Bill Gates.

First, with passion as the foundation, you need organization as your backbone. They go hand in hand. As an entrepreneur, you need a summary of how you intend to organize and operate your endeavor and implement any activities necessary: A business plan. By this, I mean several pages explaining every detail; for example, Copper Conferencing’s business plan is over 100 pages. It varies among different companies: photography, audio and web conference providers, software businesses… etc. Provided that you have every aspect covered, you have everything in place to decide whether it will be a success or not. Not all business plans are realistic, which is why it is so imperative to create one before taking the next steps. The key is to stay focused.

How did I know it was going to be a success? After thoroughly analyzing my business plan, there was no doubt about it. I have passion and am focused, I want to deliver exceptional service and I have the organizational and technical skills necessary. It was time to follow through with my business plan and bring it to life. There was no way it would not succeed, especially by using Copper Conferencing as my guide in the processes of running a business.

Maintaining Brita Photography is not an easy feat; however, with the experience working in the audio and web conferencing industry, I can apply my organizational and technical skills while keeping a few things in mind:

• Passion leads to success: it is the foundation of your business.
• Focus and organizational habits will keep you on the right track: this is the backbone of your business. Create your business plan, now.
• Follow through with your business plan and strive to keep the customer happy: with this, everything else will fall into place (word will spread, customers will increase, and profits will skyrocket)

Although photography and audio conferencing may not be your passion, find out what is and begin the steps to starting your own business. With these steps in mind and passion in your heart, there is no business that can’t succeed.

Have questions about Copper Conferencing or need to do an audio conference or web meeting?  Contact a Conference Coach today.

Carolyn Bradfield

I said I was going to curtail travel to avoid the H1N1 Swine Flu, but I need to visit our Denver office and have relented – I fly there Tuesday.   I watched the news tonight only to find that contentious passengers who have come down with the virus are having a very difficult time changing their tickets.  I guess the airlines would rather have someone sick on their airplanes than allow passengers to make a change.  I’m not liking my chances here.

Now to my second issue.  Denver, what’s up with no rental cars? This is the 3rd time this year that I have gone online in advance and not been able to get a rental car anywhere in your city.  Not at the airport, not downtown, not anywhere.  Does your convention and visitor’s bureau not work with the rental car companies like National and Hertz to let them know when to expect visitors?  Recognize that you aren’t one of those cities with a good mass transit system, so rental cars are kind of important.

Fortunately, I’ve been able to reduce my travel significantly.  Conferencing is helping me achieve that goal.  I’ve cut back my travel by 50% and the tough time I am having with virus laden planes and no rental cars reminds me one of the reasons Copper Conferencing is in business — to help people work where ever they are and when ever they need to using web and audio conferencing.

Conference calls should be one of the most collaborative and engaging communications experiences in business.  It seems like some of our conference call leaders need a little help living up to that goal, so here’s my recipe for a good conference call.

• Keep your calls to no more than 1 hour.  Most people don’t have the attention span for calls that last for hours and hours.
• Develop an agenda.  Let your participants know what your agenda is and stick to it.
• If a side issue develops, then agree to take that issue off line and not make it part of the conference call.
• Engage your participants by directing questions to specific people.  As an example, “John, how is the competition affecting your territory?”  “Bill, could you expand on that?”
• Give up the podium to others.  Ask someone else to lead a portion of the call and prepare the material in advance.
• Manage distractions.  Gracefully learn how to move on from the individual that wants to dominate the conversation.  Make sure people learn how to mute their lines if there is background noise.
• Recap the action items at the end of the call.  If there is going to be a next call in the series, preview what you will cover on the next call.

To me, the best conference calls are ones where most of the people have an opportunity to contribute.  They’re the ones that don’t last forever and stay focused.  They’re the ones that use the medium to collaborate, train, strategies and engage.  Hopefully this helps conference call leaders step up their game.  By the way, I still need some followers on Twitter.  Maybe the next time I go looking, people will be happier about their conference calls.

Audio conferencing has become a mainstream medium for meeting with remote clients , prospects and extended business partners from the comfort and convenience of your own phone and/or computer. In today’s economic business climate, businesses are more aware than ever that saving time and money is paramount to their success and survival.

The indirect sales effort is a very innovative and cost effective way to promote audio and web conferencing. Telecom agents and resellers already have established customers that rely on the agent’s expertise to advise and manage their existing wireline and wireless services. This relationship is invaluable to Copper in that the door is already open to the client and makes the presentation of audio and web services that much easier.

Agents have virtually hundreds of audio and web conferencing vendors whose services they can sell, so what makes Copper different? Agents and resellers clearly recognize the opportunity they have to promote Copper’s audio and web conferencing services but often ask how to introduce this new product to their base. Copper has designed and implemented a unique set of tools to support the indirect partner in a way that no other conferencing company has considered. Copper’s Connect to Copper™ agent portal allows the agent to monitor their client’s accounts, place online orders and even design and launch an e-marketing campaign using Copper Link™ in just a few clicks.

But what about the channel relationship? How important is that when all Copper’s processes are so automated? Copper’s cutting edge portal allows their Channel Managers quality time to interact even more with their channel partners. Instead of waiting for the agents to bring prospective clients to Copper, Copper Channel Managers personally help their partners to find the business and close it…together!

Copper’s Channel Managers reach out daily to support their agents. Whether to introduce new portal features, train agent’s staff to implement an e-marketing campaign or just assist in the sales process with a prospective client, Copper Channel Managers are constantly developing and reinforcing these relationships. With so much valuable information to share, Channel Managers have many reasons to remain engaged with their partners, reinforcing a strong and lasting relationship.

When a new agent considers their prospects, they focus on industries that have the most need to communicate remotely and also those that provide continuing education to their sales or medical staff. An agent’s primary target industries include healthcare, medical, bio-tech, education, manufacturing and insurance. These organizations most likely utilize audio and web conferencing today. Copper Conferencing can enhance their services with portal access for administrators that allow them to view their company’s usage and even pay their bill online. As with the Copper agent portal, these are unique offerings that other conferencing providers have yet to develop.

Copper Conferencing prides itself on the most important component of all for any successful business….Copper is EASY to do business with. Channel Managers reinforce this fact by leading their channel partners on a journey that will result in a successful experience of conferencing sales and revenue generation. This is a business relationship that is sure to last.

For more information about Copper Conferencing or to contact a Channel Manager, call 866-382-0592.

Believe it or not, even in Atlanta, we had a lot of connections to New York that day.  Marlene’s daughter Heather had her long-time boyfriend on his second day in his first job at Morgan Stanley report into work on the 65th floor of one of the towers.  We couldn’t reach him as we saw the tower fall.  Our key vendor, Raindance had all their executives in New York AND Washington, DC.  It was unbelievable.

Heather’s boyfriend made it out just in time and the Raindance people made it back to Denver intact.  9/11 changed the way our company saw the relevance of our conferencing business and the conferencing industry forever.  People who had never conferenced, called up and asked for accounts.  They stayed home.  They found new ways to engage with each other without jumping on an airplane.

Why did this come to the front of my mind?  No matter what the catalyst is that keeps us at home, we’ve got to think about how to do business without jumping on an airplane.  I already said I was going to travel less.  I really mean it.  I’m really good at meeting over a conference call and I’m going to make sure other people get way better at it.

When I look people up on Twitter, I’ll see them talk about how much they HATE being on a conference call.  Come on people, it’s not that hard and we all need to get way better at doing it.

Follow Copper Conferencing on Twitter @CopperConf or visit our website at http://www.copperconferencing.com

Here is why I’m going to cut back.  There are plenty of stupid people that get on airplanes.  I have to deal with them about half the time because I’m fortunate enough for Delta to upgrade me to First Class.  But there are going to be a lot more people that get on the airplane sick.

Unless you travel a lot, you probably are not aware that the air in the plane recirculates all the time.  Someone sneezes all over the place in row 40, seat G, and you get their germs, even if you’re in First Class.  Now, I already said I haven’t had the flu in as long as I can remember – at least 20+ years.  I just think this may be my year so I’m going to use the full range of our technology and hang out in Atlanta for a while.  The Denver guys may be relieved.  I do suck the air out of the room when I’m around!

Follow Copper Conferencing on Twitter @CopperConf or visit our website at http://www.copperconferencing.com

It’s not even that hard.  They get a dial in number and moderator ID which companies sometimes post on the Internet and keep surfing until they can unlock the ID with a moderator code.  Then, it’s off to the races – they sell access and dial out and rack up a ton of international long distance.

So what’s this have to do with “don’t ask, don’t tell”.  If you use some of the larger services like InterCall, they have very limited ability to detect and prevent fraud.  If a customer calls them with unexplained charges on their invoice, they’ll certainly look into and fix the problem.  But what about if this usage goes undetected.  I’m positive that there are a number of companies out there that don’t find the fraud, don’t ask and certainly InterCall doesn’t tell.

How time has changed that philosophy!
InterCall has bought up just about everyone in the industry, including my former company Raindance, and in my opinion has just about choked to death on the acquisitions.  Most of the people that maintained those customer relationships have been exited from the business.  Once that happens, InterCall has a nasty habit of significantly raising customer rates, believing that these customers won’t go anywhere else because InterCall is just so big and dominant in the industry.

When they have the slightest slip in minutes or growth, they make it up by putting in crazy charges.  This is especially true of the customers that were unlucky enough to be part of an acquisition.  If you use their service take a good look at the invoice.  Rates are probably substantially higher if they bought your prior provider; there are minimum charges and even charges for things that used to be free such as a paper invoice or a post conference email.

And try calling customer service.  You could be delivered to any of a number of far flung operations that don’t really know each other’s services and take forever to answer a simple question.

Now you know why small companies like Copper can compete against the giants like InterCall.  We live our value system – the customer is always first; their needs are always urgent; and we are very easy to do business with!

Now, I have to admit, I’m used to hearing positive feedback from our customers and comments like the ones below are common.

• “Rick, I cannot tell you how impressed I am with the timing of your response as well as with the easy to follow instructions.   I look forward to an enduring relationship with you and Copper Conferencing.”  — Peter
• “The call went without a hitch.  Thank you for arranging this; you made it so easy.”  –Stephanie
• “I greatly appreciate the excellent turn-around time for this request.  Have a great day!” — Alan

And, in fact, companies with top-notch customer policies and outstanding customer support teams often receive similar feedback.  Besides Copper Conferencing, USAA, Nordstrom’s, Dell, Mary Edwards Winery (Sonoma, CA), and Edelweiss German Restaurant (Colorado Springs, CO) all came to mind. 

What Would You Recommend?
What’s also true is that I have absolutely no problem recommending Copper Conferencing to anyone because I firmly believe that my life as a business professional is much easier because I can conduct conference calls and web meetings whenever the need arises.   Which got me to thinking about what other products or services would make the list.  So I took a poll of Copper’s employees and asked them what their favorite products were and why.  Here’s what some of them said:

• Tim, Web Guru:
  KitchAid Mixer.  “Durable, strong, effective, plenty of options and accessories, great warranty and makes multitasking really easy.”
• Kathleen, Director of Customer Care:
  Tide To Go Pen. “I love, love, love the Tide To Go pen.  If you spill something on your shirt while dining out you can easily grab the pen and remove the stain – and it actually works!”
  Aqua Globes.  “I love these too! Place a filled Aqua Globe in your potted plants and it waters them all week!  Even in the hot Georgia sun the Aqua Globe continues to water your plants by responding to the release of oxygen from the thirsty plant.  Just fill up your Aqua Globe once a week and your plants will be happy & healthy!”
• Alycia, Director of Marketing:
  3M Command hooks and picture hangers.  “They are fabulous!  You can hang pictures and put up hooks for coats, keys, etc. without punching holes in the wall.  And they really do come off without any mess or damage.  Great for lath and plaster walls!”
• Ross, Conference Coach:
  P90X.  “For anyone who doesn’t know what P90X is, it is probably one of THE hardest exercise regimes ever concocted by world-famous trainer, Tony Horton. The regime lasts for 90 days straight, and consists of weights, cardio, ab workouts, plyometrics, yoga, kenpo, stretching and core synergetics. Does it sound hard? It is. But for anyone looking to sculpt their body, I highly recommend it!”
• Michele, Conference Coach:
  Crisco butter cooking spray.  “Just makes everything taste good, with no fat! Love it!”
• Brittany, Conference Coach:
  Jill-e camera bag.  “A camera bag that’s designed just for women (they make them for men, too) – no dark colors or masculine handles.  This trendy little purse is in disguise as a camera bag.  With several hidden compartments – you can never store enough batteries, memory cards, and lenses.  It rocks!”
  Sally Hansen No Chip 10 day Nail Color.  “What I really love is Sally Hansen 10 day nail polish.  Stays on for 10 days, literally – no chipping.  Your nails outgrow the polish.”
• Sarah, Channel Partner Manager:
  Reef flip flops! “Summer must have…affordable, comfortable and now more stylish too.”
• Renee, Accounting Manager:
  Mr. Clean Magic Eraser.  “It cleans EVERYTHING I use it on everything from my flat top stove to the baseboards in my house, and my husband uses it on the wheels of his car. It even takes crayons off of walls with little effort.”
• Brent, Conference Coach:
  iPhone.  “I know it is very cliché, but I absolutely feel like it’s been one of the best investments I’ve made! It has and does virtually anything. I can play old Nintendo/computer games that I haven’t since I was a kid like ‘Mega Man 2 and Worms’. Also, it has kept me from getting lost — GPS. There are endless applications for hours of fun, entertainment, and practical application (like a leveler, and compass). It also doubles as an iPod and I have well over 600 songs.  The possibilities are endless.”
• Susan, Director of Sales:
  Mr. 7- Hands Multiple screwdriver.  “This is on my short list of all time favorite things.  It has every type/size screwdriver all in one handle, PLUS a light, so you can work in a place that’s dark – like a closet.  I liked it so much, I ordered a dozen in pink last Christmas to give to all my girlfriends.”
• Christina, CFO
  Laguiole waiter’s corkscrew.  “It is made of high quality materials but not too heavy. The blade for cutting wine foil is extra sharp for a clean cut and the corkscrew is flawless.”

Power of Recommendation
Some of the products recommended above I also love and have in my home — Reef flip flops and a Kitchen Aid Mixer.   Some of the products I’ve wondered about — Aqua Globes and P90X – for long enough that knowing some of my peers recommend them may push me towards purchase.  And some weren’t even on my radar — Laguiole waiter’s corkscrew and Mr. 7-Hands Multiple screwdriver — but they are now and will likely become part of the inventory in my house.

I’m always on the lookout for a product or service that can solve a problem or need.  And if our customer recommendations and the recommendations of our employees ring true, Copper Conferencing and the many products listed above are must haves.

Have questions about Copper Conferencing or need to do an audio conference or web meeting?  Contact a Conference Coach today.

Most conference calls work reliably every time you pick up the phone and call leaders seem pretty happy.  And, most people think that you can’t automate beyond a reservationless call.  However, I think that the industry ignores one of the most important people in the transaction, the administrative assistant.

Administrative assistants have a great deal of authority and responsibility these days, especially in the face of staff reductions.  They make decisions for many operational functions in the company and quite a few services, including conferencing.  They also care a great deal about efficiency and making sure they don’t waste their time.  Imagine how much harder life would be if an administrator had to wait on hold to track a UPS shipment…or to book an airline ticket.

At Copper, we think the administrator is often the most important person in the conferencing equation and we should improve their experience just like the industry improved the experience of the call leader.  No administrator should have to call customer service to add or delete a user, to get a copy of their invoice, or to find out what their usage is.

Companies need to think about everyone involved in the customer experience equation and improve the experience all the way around.  Sometimes it’s the person that you think about the least that counts the most!