Copper Conferencing

As a conferencing company focusing on the small to mid-sized business market, the Inside Sales team at Copper Conferencing is primarily staffed with recent college grads, eager for experience.  Although claiming to be willing to be developed and tutored, the introduction into the world of sales can often be a bit of an adjustment, if not downright uncomfortable.  That first sales job means confronting new expectations, quotas and revenue demands, and making your own living that is entirely dependent upon your efforts.  It can be a greater jolt than expected, with a steeper learning curve than anticipated.

Bringing fresh-out-of-college salespeople up to par involves both personal and professional skill development:

• What defines a workday?  What are reasonable work hours if you are to succeed?
• What is appropriate office attire? What is appropriate office language? What is appropriate office interaction between co-workers?
• What is the correct protocol for business email?
• How do you sound on the phone?  Do you sound professional and friendly when you speak?

Of no less importance, the effective manager of such an organization must know the difference between intention and results.  New salespeople often erroneously see these as equal.

• Following training, sales managers of a young sales team must model every direction given to their team:  show them what you are asking them to do – how to research a lead, how to call/prospect, how to set a sales appointment, how to execute a sales appointment.  Let them model their behavior after yours.
• Setting clear expectations with frequent feedback is critical to the success of a young team. The manager is responsible to hold up a mirror so that the salesperson can see the connection between behavior and results – a key to this is doing so on a more frequent, rather than less frequent, basis.
• Micro-management of these hires is not only smart, it is absolutely necessary.  From experience, I know that allowing someone to veer off-track on results without immediate course correction establishes a habit that can be nearly impossible to break.

One great benefit of a young sales team is the energy and enthusiasm they bring to the job. If eager to learn, they willingly take on any challenge and work like crazy to be successful. Having no previous experience, old habits are non-existent, so training can be geared toward the focus of Copper Conferencing’s ideal customer.  We are confident that we are providing a great opportunity in an increasingly expanding market when we hire inexperienced salespeople, knowing that the sales experience they receive from Copper Conferencing will set a solid sales foundation for their future sales careers.

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

Working for Copper Conferencing has opened my eyes to just how easy, fun and valuable webinars can be. First, let’s define webinar. Simply put, a webinar is a “web-based seminar.” Webinars come in different shapes and sizes. Some are formal and some are informal. Some have 10 attendees and some have 200 attendees.

Whatever shape webinars take, they are a great way to market, care for customers or keep your company on the same page. Let’s look at how different business departments might use a web conferencing service.

Marketing
I work in the marketing department at Copper Conferencing. Hosting webinars is a weekly occurrence in our department. We can’t get enough of them. We LOVE them! For marketing, a webinar is a great lead generation tool. For example, we created the Business Webinar Series. We solicited the speakers, promoted the events and moderated the webinar. The speakers were able to reach more attendees by using web conferencing which resulted in many new leads. Participants were able to learn new business skills and ideas while never having to leave their office. And Copper Conferencing was able to showcase web conferencing services in a very real and practical setting.

You could use webinars to promote a product, sell a service or increase general awareness of your business.

Customer Service
Customer Service is all about maintaining the relationship. Hosting a webinar is a great way to reach many customers at one time or provide individualized interaction. Our customer service department uses web conferencing almost daily.

For example, a customer service department could host a monthly “Ask the Expert” webinar. This webinar could include new product releases, product updates or current technical issues and a question and answer session at the end. Showing customers you care about their concerns is important. Take it a step further and use webinars as your platform.

Human Resources
Web Conferencing is a tool that HR departments need to use. Human Resources could also use webinars for new-hire training, product knowledge seminars or company-wide safely and regulation meetings.

For example, the hiring process is perfect for webinars. We used web conferencing to hire our web designer who lived out of state. With video streaming technology, the interview process was just as good as meeting face-to-face.

Become a Webinar Guru Too!
Becoming a webinar guru is easy. If I did, you can too! You just need the right tools to do it. Check out Copper Conferencing web conferencing services at www.copperconferencing.com/services/web-conferencing.

Customer service is not measured by the mere completion of a task, but by the teamwork, the accuracy, the attitude, and the speed necessary to execute these requests.

Excellent Customer Service Can Be Achieved in 5 Easy Steps:

1) Accuracy: This is a crucial component to any customer request process.  Without providing correct information the first time and solid recommendations a positive customer experience is impossible. Accuracy is the only way to maintain satisfaction on all ends. At Copper Conferencing we are put through a rigorous training process and the number one focus is to make sure that everything is done properly the first time.

2) Speed:  Customers want answers and they deserve them in a timely manner. Lack of responsiveness can cost customers money, patience, respect and most of all the loss of faith in the company that they are doing business with. Even if you do not have the answer let the customer know that their request is being processed or escalated to the appropriate person.  Simple quick e-mails are sometimes the best ways to make a customer feel loved and important even if you do not have their request completed.

3) Personality:  You could be one of the quickest and most accurate Customer Service Representatives in the world, however, without personality and enthusiasm a customer relationship suffers greatly. Dull, unfriendly, stoic, and boring personalities do not mix with the customer service department and make dealings with this area very unpleasant. An unfriendly customer service representative makes an entire company look bad. A friendly and warm attitude towards an angry customer can be the extra step to them to bring them to a higher level of satisfaction. At Copper Conferencing we strive to hire energetic and enthusiastic employees – after all they provide the first impression of Copper to our valued prospects and customers.

4) Teamwork:  Challenge your Customer Service Representatives to be a team and act as a consultative partner with the customer.  Without teamwork multiple problems and issues would never be solved and a positive relationship would never be developed.  Internal harmony is a critical component to any company and this synchronicity will create value that your customers will feel.

5) Determination:  “Nobody who ever gave his best regretted it.” – George Halas. This quote sums up customer service. When you are in customer service, it is both your job and your responsibility to provide the customer the best experience that you can. “I can’t help you” or “No, we can’t…” are not aspects of customer service. If it takes you multiple hours or staying late every day, a professional Customer Service Representative will do what it takes to get the job done as quickly, accurately, and with the best attitude they are capable of.

Every aspect of customer service falls under these categories and these steps. Without proper training as well as an understanding of the importance of these steps customer requests and questions cannot be properly handled and processed. Teamwork with customer service internally and externally is the most important areas of any company regardless of size or field and without a strong customer service a company will not succeed in the long run and this is why Copper Conferencing is becoming one of the largest conferencing providers out there!

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

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.

The same can be said for doing a web conference.  Okay, maybe not in your car, but anywhere Wi-Fi is available is a place from which you can host a web meeting.

In fact, many people I know host internet meetings from their favorite coffee shops or restaurants.  I asked some of our Conference Coaches and employees what their favorite locations were for working remotely or for hosting internet meetings.  Here are their favorites:

• Kathleen, Director of Customer Care: Starbucks at 2035 Towne Lake Parkway, Woodstock, GA (770) 592-5529
• Brittany, Conference Coach: Yogoday at 124 Barrett Pkwy, Marietta, GA (770) 795-1522 and any Starbucks
• Amanda, Marketing Clairvoyant: Orchard Town Center at  14697 Delaware Street, Suite 850, Westminster, CO 303-450-8600
• Tim, Web Guru: Panera Bread at 302 Center Drive, Superior, CO (720) 304-7000
• Brent, Conference Coach: Borders Bookstore at 605 Ernest W Barrett Parkway NW, Kennesaw, GA (678) 581-1243 and Starbucks at Barrett Pkwy & Barrett Lakes Blvd 815 Barrett Parkway, Kennesaw, GA 770-427-0159
• Alycia, Director of Marketing: Alexander’s Pizza at 849 Orange Avenue, Coronado, CA (619) 435-5747

So, the next time you’re out and about and need to do a teleconference or a web conference, just remember that your local coffee shop, bookstore or favorite restaurant might be just the place to do it.

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

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.

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.