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

According to the CDC, “…the 2009 H1N1 influenza viruses and regular seasonal influenza may spread at the same time. It’s possible that a lot more people will get sick this season than normally occurs during a regular flu season. There also may be more people hospitalized and more deaths this season than during a normal flu season.”

Now, I’m started to get a lot more worried.  School kids and college kids cram into classrooms and they can’t wash their hands often enough to keep the virus at bay.  As a business owner, I know these kids come home and spread the virus to their moms and dads who then go to work with a few aches and pains and spread the virus in the office.  We just had a mom who had strep throat who got it from her daughter.  I’m holding my breath that the rest of the office doesn’t catch it.  It takes 24 hours to become non-contagious from strep……it takes about a week or more with swine flue.

We have the potential for a lot of people to have to stay home from work.  Parents need to take care of their kids and they better figure out that they need to take care of themselves. I don’t think the economy can take another blow, especially from a flu bug.

We’re thinking through how to help our customers that use us for audio conferencing and webinars to make sure they can still do business, even though employees are sidelined. Seems simple enough, right?  You need to do a meeting, do it virtually so people don’t sneeze on each other and pass the H1N1 virus around.  I’m going to give some more thought to how to help people think this out before it becomes a bigger problem than it needs to be.

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!

BROOMFIELD, CO, July 13, 2009 — Copper Conferencing, a leading provider of audio conferencing and web conferencing services to small and medium-sized businesses, announced Paul Montelongo joined the Sales track of The Business Webinar Series ( www.copperconferencing.com/campaigns/biz-webinar/), a free educational webinar series for business professionals.

“We are pleased to partner with Paul Montelongo for our online webinar series,” said Alycia Maier-Turner Director of Marketing for Copper Conferencing.  “Mr. Montelongo’s topic is perfect for sales and marketing professionals or anyone who wants their businesses to survive and thrive in a tough market.  Mr. Montelongo’s free online presentation using Copper’s web and audio conferencing is only 45-minutes with an additional 15-minutes for questions.  Participants can join from anywhere they can access the internet – it’s perfect for busy professionals.”

The Business Webinar Series features speakers who have become renowned for their pursuit of excellence and their knowledge of business issues.  This online education series enables business professionals to learn from the best and from those with perspectives spanning multiple industries and disciplines.

“Understanding emotions and being able to leverage that to your advantage is key to creating value,” said Mr. Montelongo.  “Additionally, understanding emotive levers gives you insight in to what your top client’s needs and wants are and how to respond to those needs while continuing to make more money.”

Free for registered participants, Paul Montelongo’s webinar “Creating Value in Any Market” will begin at 2:00 p.m. Eastern Time on Tuesday, July 14, 2009.  To register, visit http://www.copperconferencing.com/go/d0cea

About Copper Conferencing:
Headquartered in Broomfield, Colorado, Copper Conferencing provides eco-friendly audio conferencing and web conferencing services to small and medium-sized businesses. Copper’s Conference Coaches™ provide expert guidance of enhanced conferencing services. From On Demand reservationless audio conference calls to highly interactive webinars and special event calls, Copper Conferencing helps businesses save time and money while improving productivity. Copper’s audio and web conferencing services are backed by fully managed, carrier-class platforms to power communication for thousands of customers. For more information about Copper Conferencing, visit www.copperconferencing.com or call a Conference Coach at 866-903-7521.

About Paul Montelongo
A nationally recognized speaker, author, syndicated columnist, and entrepreneurial consultant, Paul has built two multi-million dollar construction companies over the last 28 years. His companies have contracted with thousands of clients, from Fortune 100 companies to the private investor. Paul’s companies have specialized in new home building, design/build remodeling, real estate development and insurance restoration. Paul has earned the prestigious Certified Graduate RemodelorT ( CGR ) and the Certified New Home Sales ProfessionalT (CSP) designations from the National Association of Home Builders ( NAHB ), which recognizes excellence and professional commitment to the construction industry in America.

Paul brings his practical, no-nonsense experience to businesses and organizations around the country. His programs are packed with genuine life stories, anecdotes and personal experiences from being in the trenches of the real world of business.  You can learn more about Paul at www.paulmontelongo.com

Press contact:
Alycia Maier-Turner
Copper Conferencing
303-952-4308
pr@copperconferencing.com

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The reviewer supplies the good, the bad, sometimes the ugly; the receiver holds up the mitt and tries wordlessly to catch every ball.  Unless the employee is a superstar, little, if any, interaction is typically invited or welcomed, as the evaluation is entirely about employee performance.  Responses are often confused with defensiveness, and are frequently over-thought with fear of negative consequences.

Imagine instead, using “strategy sessions” as an evaluation tool to get the results you are looking for. Many companies are discovering the value of providing more regular feedback that is designed to coach, focus on strategy, promote interaction and set objective shorter term goals.

Is it possible to replace the corporate habit of quarterly or annual reviews to evaluate employee performance with regular instruction, inspiration and interactive goal setting?  I have, and use strategy sessions to provide direction to my sales organization, meeting with each member on at least a monthly basis.

What defines a strategy session?
A strategy session is an opportunity for the employee to sit down together with his/her manager and engage in a two-way dialog.

What is covered during a strategy session?

• Both employee and manager provide snapshots of results from the previous month.  Based on objective results, did you meet the goals set for last month?  Do the results surprise you?  Based on your activities, was it possible to meet your goals?  Did your activity level help you surpass or miss your goals?
• The effect is that the results (positive or negative) provide the evaluation.  There is direct relation between cause and effect, enabling the employee to reach his/her own objective conclusions.

• The employee strategizes with his/her manager on pending issues – this may be upcoming projects, prospective sales opportunities, etc.  The employee has time set aside to present ideas and talk over job-related issues, receiving advice, direction and coaching from direct management in a supportive format.
• The opportunity to present thoughts and ideas in an interactive environment is appreciated by employees.  Great ideas are often uncovered during these sessions!

• Goals for the next month are discussed and set mutually – the employee proposes goals; the manager agrees or disagrees and proposes additional goals.  Ultimately, agreed upon goals are set.
• This format provides a cooperative setting for goal identification.  The employee has contributed to the process and leaves the session with clear direction.

• Lastly, the employee has the opportunity to provide manager feedback.  Is my manager supplying me with what I need to do my job successfully?  What can my manager do to support me most effectively? – This gives the employee the chance to share his/her motivation style.  What obstacles are in my way that I need my manager’s help in removing?
• This format is both highly effective and quite unusual.  The manager displays a desire to truly receive input and communicates to the employee that their opinion is respected and valued.  It displays the desire to work as effectively as possible and promotes harmony in the workplace.

Strategy sessions are then recorded in a written recap from manager to employee, to be used as the record to compare during the next month’s session.  This written recap gives employees a regular career review, with both opportunities for growth as well as career achievements documented for future use.

Copper Conferencing’s management uses strategy sessions as the accepted and routine norm for employee reviews.  Our employees, although often skeptical at first, have come to accept and welcome the opportunity to be both reviewed as well as reviewer.

About Conference Coach Susan
Susan Purifoy is the Director of Sales for Copper Conferencing.  She got her start in the conferencing industry in 2000, when she was part of the start up and subsequent development of InterAct Conferencing.   Sold to Raindance Communications in 2002, Susan held sales and marketing management positionsuntil RainDance was acquired by InterCall 2006. As a Marketing Manager for InterCall, Susan led a team of sales research staff to develop competitive intelligence and prospective customer profiles for the domestic US sales organization.  She joined Copper Conferencing in October of 2008.

A native of Minneapolis, Minnesota, Susan now resides in Atlanta, Georgia.

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

Reduce Administration – If you take the time to understand people’s roles in an organization and what they do on a daily basis you are sure to find tasks that the employee has “always done” but are no longer necessary. In a Small and Medium Business (SMB), it should not take long to understand an employee’s daily tasks.  Take out those that aren’t necessary and replace them with tasks that add value.

Improve Internal Systems – Internal systems are an invaluable part of a SMB.  Even when business is down, investing in systems can improve your employee’s efficiency and save the company money in the long run.
Creative effective process with business partners – If you are hard to work with, your business partners are going to be less likely to work with you. Simplify your contracts and your contacts for your partners. Take the time to automate the data flow with your partners to increase efficiency.

Increase effective, interactive communication between employees, partners, suppliers, and customers to boost efficiency while also reducing costs. Audio and web conferencing provides the kind of interactive communications your business needs to foster seamless, easy collaboration.

Reduce travel time – Any time spent traveling, particularly by airplane, can dramatically reduce operational efficiency and increase cost. Replace the need to travel to offsite meetings and training sessions with virtual meetings. The time saved from traveling can be better spent on more productive pursuits.

Outsource IT tasks – Is it the best use of an employee’s time to manage your network security or systems? Often, a more efficient option is to outsource such tasks to an expert.  Outside vendors have the expertise that your business needs and can prevent your company from spending time or money developing that know-how in house. Outsourcing enables your employees to stay focused on productive activities related to your business’s core competencies keeping your business competitive.

Break down the operational walls – Just because you are in sales does not mean you could not provide valuable input to accounting. If you see that actions or programs initiated by one department that are causing customer issues or are not operating efficiently, reach across the aisle. Your company should be a bi-partisan group working together.
Analyze, Analyze, Analyze – You will not know what is working unless you measure results before and after you implement efficient improvements.  If you continue to analyze, you find items that are not working so you can make adjustments. Not everything will work the first time so continue to refine and rebuild.

In a tough economic climate all companies are looking to reduce cost, increase revenue, and in some cases, just survive. By utilizing your systems and employee capital in some no nonsense ways you can survive the economic storm.

About Conference Coach Christina
Christina Wafford, COO & CFO, brings over 16 years of business, finance and accounting experience to Copper Conferencing.

Christina has held senior management positions at a number of high profile and start-up companies, including Neodata/EDS, netLibrary, Concepts Direct, Raindance Communications and Accruit. Christina was most recently at Accruit, where she was the CFO and responsible for $6 billion a year in client funds, as well as, all finance, accounting and administrative functions. Christina has experience with both international and domestic, public and private company acquisitions and merger and integration planning. She has had responsibility in building and developing all aspects of finance and accounting functions including systems, policies and procedures, budgeting and planning, business plan development and facilities management.

Christina holds a Bachelor’s degree with an emphasis in accounting from Colorado College located in Colorado Springs as well as a Master’s degree in Business Administration from University of Colorado in Denver.

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

Register Now!

Free Webinar: Performance Appraisals That Actually Improve Performance: The Complete People Improvement Process
Presented by Wally Hauck
Date: Tuesday, June 23, 2009 -
Time: 2:00 pm ET

Register NOW!

Wally will challenge the way we think about the typical performance appraisal. Wally challenges the belief that an entire organization must improve by improving each of its parts. Wally gets participants to examine their underlying beliefs and practices concerning performance appraisals.

Using the Complete People Improvement Process (CPIP) as the foundation, Wally will help you learn:

• The reasons why typical performance appraisals will never work well with the current design.
• How to think differently about performance in order to make significant productivity improvements.
• How performance appraisals prevent long term performance improvement.
• How performance appraisals create a barrier to optimal trust, cooperation and creativity.
• How the CPIP can significantly increase accountability.
• How CPIP can help poor performances “de-select” quickly and top performers excel.
• How CPIP can save valuable management time and increase profitability

Register NOW!

Today organizations must fully engage the hearts and minds of all employees to achieve strategic results and high profitability.

Who Should Attend: HR managers, Managers, Directors and Company leaders.

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