IT Support

Before you can accurately compare the fees, services and deliverables of one IT services company to that of another, you need to understand the two predominant pricing and service models most of these companies offer. Many companies offer a blend of the two, while others are strict about offering only one service plan. The two most popular are: In addition to managing your IT, a good MSP will provide you with an IT road map and budget for necessary projects to further secure your network and improve the stability and availability of critical applications, as well as ensure that your IT systems are compliant with various data protection laws (HIPAA, FTC Safeguards, PCI, etc.) and that your cyberprotections meet the standards on any cyber insurance plan that you have.      The advantage of break-fix services is that you only pay for IT support when you need it, without being locked into a monthly or multiyear contract. If you’re not happy with the service you’re getting, you can change providers easily. If you’re a microbusiness with only a few employees, very simple IT needs where you don’t experience a lot of problems and don’t host or handle sensitive data (medical records, credit cards, Social Security numbers, etc.), break-fix might be the most cost-effective option for you.      However, the downsides of break-fix services are many, particularly if you’re NOT a microbusiness and/or if you handle sensitive, “protected” data. The five big downsides are as follows:      Are you done with ongoing IT problems, downtime and ineffective systems? Then it’s time you gave us a call and let us deliver the responsive, quality IT support you want with friendly, US-based techs who are both knowledgeable and easy to work with.      Schedule your free initial consultation with one of our senior advisors by calling us at 774-241-8600 or going to www.centrend.com/call.       On this call we can discuss your unique situation and any concerns you have and, of course, answer any questions you have about our services and how we might be able to help you. We are also happy to provide you with a competitive bid.

“That won’t happen to me” is something many business owners say when discussing cyber-scams and the need for adequate protections for their business, but these days it’s getting to be a really, really stupid statement that you definitely don’t want your clients, employees and banker to hear. Generative AI (artificial intelligence) tools are allowing scammers to produce deep fakes to defraud their targets. Earlier this year, Clive Kabatznik, an investor in Florida, called his local Bank of America representative to discuss a big money transfer he was planning to make. Immediately after this legitimate call, a scammer called the bank back using an AI-generated deepfake voice of “Clive” to convince the banker to transfer the money to another account. Fortunately, the banker was suspicious enough that no money was transferred, but not everyone is as lucky. According to a report titled The Artificial Imposter by McAfee, a well-established cyber security firm, 77% of AI voice scams were successful in securing money from their target. Even scarier, AI tools can clone a voice from just three seconds of audio. A UK-based energy firm’s CEO was the victim of a voice scam when he thought he was talking to his boss, the CEO of the parent company based in Germany. The voice on the other end of the line instructed him to send the equivalent of $233,000 to a Hungarian supplier. The voice was so convincing, down to the slight German accent, that the CEO complied without hesitation. By the time they realized what had happened, the money had already been transferred to Mexico and distributed to other locations that weren’t traceable.  But big businesses aren’t the only ones targeted. Jennifer DeStefano, a mother of a 15-year-old daughter, recounted during a US Senate hearing her terrifying encounter with an AI scammer who used the voice of her daughter to attempt to convince her that the girl had been kidnapped. Fortunately, her daughter was in her bed sleeping at the time, and Jennifer was able to realize it was a scam. Many others aren’t as lucky as Jennifer and are getting scammed by AI voices of grandchildren, children and other loved ones who “urgently need money.” This approach is still so new that there’s no comprehensive accounting of how often it’s happening, but the CEO of Pindrop, a security company that monitors audio traffic for many of the largest US banks, said he had seen a jump in its prevalence this year – and in the sophistication of scammers’ voice-fraud attempts. Another large voice-authentication vendor, Nuance, saw its first successful deepfake attack on a financial services client late last year. With the rapid advancement of AI technology and its wider availability as costs come down, coupled with the broad availability of recordings of people’s voices on TikTok, Facebook, Instagram and YouTube, the perfect conditions have been created for voice-related AI scams. What do you need to do to protect yourself? For starters, share this article to make sure your staff is aware of these types of scams. Next, instruct them to ALWAYS check with you via a text message or other means BEFORE transferring money. If you’re not a business owner, you can do the same with your family, using a code word or other means of verifying the caller’s legitimacy. Also, check the caller ID. If it’s something you don’t recognize, or it’s a blocked number, that’s a BIG red flag that it’s a scam. Even if it sounds like them on the other end of the line, hang up and call their phone direct or the place they’re supposed to be (school, office, etc.). If the person calling has on-fire urgency and wants money wire-transferred or a Bitcoin payment, that’s another huge red flag. Real emergencies don’t come with highly skeptical payment demands.   In business, you’ve clawed and climbed your way to the top, dodging all sorts of pitfalls and predators that have tried to make you their meal. Such threats are everywhere, and the higher you climb, the more you’ll find hiding behind every tree, every rock and every step. No matter how small and insignificant you might think you are, you ARE a target for someone, and being casual about cyber security and the threats they pose is an absolute surefire way to be robbed. If you don’t want this to happen to you, click here to request a free Cyber Security Risk Assessment to see just how protected your organization is against known predators. If you haven’t had an independent third party conduct this audit in the last 6 months, you’re due. It’s completely free and confidential, without obligation. Voice scams are just the latest in a tsunami of threats aimed at small business owners, with the most susceptible being the ones who never “check the locks” to ensure their current IT company is doing what they should. Claim your complimentary Risk Assessment today.

It’s a special kind of relentless attack all business owners and managers face: the persistent, crazy, chaotic assault on your time and attention. No one is immune, and every business deals with it. Some leaders handle the constant pressure on their attention brilliantly, keeping the team organized and highly productive. But most people struggle with this and feel crushed and overwhelmed by all the things they have to keep track of and do. This goes double if your business is in growth mode and not “standing still” or casually strolling through its existence.  Add to this a remote workforce, and it can be intensely difficult to wrap your head around all the projects, to-dos, deadlines and client deliverables you and your leadership team must manage. While we as an IT company cannot tell you what projects are most important, we can absolutely help you and your team stay far more organized and allow you to know if the people on your team are properly aligned, prioritizing the right work and focused on the things you want them to focus on. We can also help you organize communication to lessen the chances of a dropped ball or a communication failure, which is by far the #1 reason why problems happen in business. One of the tools we recommend to clients wanting to get more operational control and clearer communication is Microsoft Teams. There are a lot of reasons why this is a “super tool” for productivity and organizational alignment, but as a bonus, it typically ends up saving our clients quite a bit of money on technology, because it replaces other applications, like Slack, Zoom and dozens of popular project management software, putting all of it into one lower-cost, more secure and more tightly integrated system. Let me share just a few of the cool features you’ll love in Teams. Keep in mind that this list is far from complete. Microsoft Teams has over 1,900 applications you can pick from to integrate into a Teams Channel to organize information, workflow, tasks, deadlines and documents. Posts: The “post” feature works a lot like Slack in that it will allow you to post questions, reminders and status updates to everyone on that Team regarding that project. This not only keeps ALL communication for a project in one place, but it creates a history and alerts everyone on the team to what’s going on. This feature saves a lot of money for companies using Slack since it’s native and included in Microsoft Teams. Tasks By Planner And To-Do: This section of Teams is one of our favorites because it allows you to create “complex” to-do lists where you can assign each item to one or more people; have a progress status, priority and due date; add documents and files; and create a checklist of all the things that need to be done. Better yet, team members who are responsible for the project can provide status updates and check off items that are completed so you know where you are with any particular project. Video Conferencing: While Teams is not as slick as Zoom, it does have some features that make it better for team collaboration and projects. The biggest advantage over Zoom is that you can hold a video conference, and the recording of the meeting – along with all of the notes, files and links – will remain in that Team for easy reference later on. This can be extremely helpful for people who might not have been able to attend a meeting, making it easy for them to find and watch the recording, and it also retains a record of critical conversations. Plus, it eliminates expensive Zoom licenses for all employees because it’s included in Microsoft 365. If you want to see a demo of Teams or do a cost analysis to see how implementing this can save your organization money on Slack, Zoom and other project management software by combining it into one application, click here to schedule a brief call.

What if you discovered that all of the hard work, investments and time you’ve put into growing your business is at risk due to a failure of your outsourced IT company, or possibly even your well-meaning (but overburdened) IT department? If you were exposed to that level of risk, wouldn’t you want someone to tell you about it? This article is that wake-up call. Over the last several years, the risks associated with cyber security attacks have grown in magnitude. They are no longer a low-probability hazard that will result in a minor inconvenience. Businesses of all sizes and types are getting hacked and losing hundreds of thousands of dollars, or even multiple millions, in addition to suffering significant reputational damage and loss of customer goodwill. For some, it’s a business-ending event. For nearly everyone else, it’s a significant financial disaster that can negatively impact profits and revenue for years. Yet too many CEOs and small business owners are still abdicating critical decisions regarding risk tolerance and compliance policies to their IT company or IT department when these decisions no longer belong there. For example, let’s suppose you have an employee who refuses to comply with strict data security and password policies and continually fails cyber security awareness training, putting your company at risk for a cyber-attack and compliance violation. Should your IT manager or IT company fire this employee? Reprimand them? Is it even their IT department’s job to manage employee behavior with company data and devices? If you say yes, the question is, when was the last time you met with them to specifically address this issue and direct them on how to monitor and manage it? Likely never – or once, a very long time ago. Therein lies the problem. Most CEOs would agree that it’s not up to the IT department to make that call, yet many of these same CEOs leave it entirely up to the IT department (or outsourced IT company) to handle the situation and make decisions about what is allowed, what isn’t, how much risk they want to take, etc. Worse yet, many CEOs aren’t even aware that they SHOULD have such policies in place to ensure your company isn’t compromised or at risk – and it’s not necessarily your IT person’s job to determine what should or shouldn’t be allowed. That’s your job as the CEO. As another example, many companies have invested in cyber liability, ransomware or crime insurance policies to provide financial relief in the event of a cyber-attack and cover the exorbitant legal, IT and related costs that result when such an event occurs. Yet our experience shows that most insurance agents and brokers do not understand and cannot convey to the CEOs they are selling a policy to the IT requirements needed to secure a policy. Therefore, they never advise their client to make sure they get with their IT provider or internal IT to ENSURE the right protocols are in place, or risk having coverage denied for failure to comply with the requirements in the policy they just sold them. When a cyber event occurs and the claim gets denied, whose fault is it? The insurance agent for not warning you? Your IT department or company for not putting in place protocols they weren’t even briefed on? Ultimately, it’s on you, which is why you as the CEO must make sure that decisions impacting the risk to your organization are informed ones, not decisions made by default. Of course, a great IT company will bring these issues to your attention and offer guidance, but most are just keeping the “lights” on and the systems up, NOT consulting their clients on enterprise risk and legal compliance. If you want to make sure your organization is actually prepared for and protected from the aftermath of a cyber-attack, click here to schedule a private consultation with one of our advisors about your concerns. It’s free of charge and may be extremely eye-opening for you.

As a business owner, you know that continuous, steady growth is an essential part of success. When you’re ready to get serious about scaling your organization, several vital activities must happen. Documented workflows and processes, streamlined hiring, onboarding and training, well-oiled marketing systems and more top the list. One key but often overlooked element of scaling success that can make or break your efforts is leveraging technology to enhance operations quickly, efficiently and cost-effectively. One resource necessary for growth is the cloud. The cloud, which now integrates with numerous AI tools, giving it more capabilities than ever before, allows you to streamline and automate your operations without large, unnecessary investments. In this article we’ll cover what the cloud is, the major benefits you should take advantage of and how you can use it to grow your organization without overspending. The cloud is simply a global infrastructure of servers that gives you remote, on-demand access to computer system resources, including data storage, over the Internet instead of on your computer’s hard drive. With these capabilities, your business doesn’t need to invest in its own hardware or software licenses, allowing you to pay only for what you use when you use it. Software and hardware can be expensive, making this a great solution for businesses in growth mode without unlimited budgets. How can the cloud help your organization? Here are 5 benefits to consider: Cloud-based programs are a great resource for business owners who want to scale. They are easy to use, simple and flexible to expand, cost-effective, great for collaboration, more secure than other programs and much more. If you think you’re not harnessing all the power that cloud tools provide, you’re probably not. The best next step is to have an IT professional do an in-depth review of your current network to find the areas of opportunity in your business. We offer a FREE Network Assessment, where we’ll extensively review your network and sit down with you to review what should be done differently to save you money and enhance your business operations. If you’re serious about scaling and want to do it the right way, click here to book a Network Assessment with our team or call our office at 704-241-8600 to get a meeting on the schedule.

Growing your business involves learning how to make money and hang on to it responsibly. When you’re in the weeds, it’s easy to think that a fancy piece of well-marketed software could help dig your way out. That’s usually not the case, and you’ll likely end up paying for software that you dont need and barely use, and that burns through your bank account. On the other end, a few pieces of technology benefit most growing organizations. When set up and implemented correctly, these pieces of software can improve operations, increase efficiency and lend a hand to revenue-generating efforts. Investing in the right technology is not a wasted expense. However, with so many options, especially with the new wave of AI-powered digital tools, it can be challenging to decide which ones you need and which ones are distractions. In today’s blog, we’re outlining five tech tools you should use to grow your business and a few that will only take up space. Tools To Use: While there are antivirus and firewall solutions available for you to set up on your own, having an IT company with a cyber security expert on the team monitoring your network is recommended. Hackers break through the standard firewalls regularly, which leaves people who think they are protected unknowingly exposed. With 24/7 monitoring, an IT team can patch those holes before cybercriminals can find them. Those are five tools all business owners would benefit from. But what about items you don’t need? Here are two you can avoid wasting money on. Be selective about which AI tools you use. Do you need it? Does it work? Remember, whenever you sign up for another free trial or create an account, you’re giving your private information to a company that could experience a data breach. Choose carefully! When it comes to running an efficient business, choosing the right tech tools is critical to your success. Instead of spending your limited time researching the best options, let our tech experts help. Using our FREE Network Assessment, we can help you identify bottlenecks and areas of opportunity in your business to help you save money, improve productivity and grow. Click here to book your free assessment now or call our team at 774-241-8600 to get started.

Along with the surge of people working from home or in hybrid situations over the last few years, there has also been an increase in employers looking for ways to monitor their employees’ work activities to ensure they actually ARE working when remote. This is no surprise given the new “quiet quitting” trend that has now evolved into “Bare Minimum Mondays” and “Try Less Tuesdays.” Sadly, some employees are taking advantage of working remotely as a way of working less. Of course, not all remote employees are slackers – but how can an employer know the difference? That’s where tools like Teramind and ActivTrak come into play. These are software tools that can be installed on employees’ workstations and laptops to monitor their activity, both while in the office and remote. Not only will these tools provide insights into productivity and where employees are spending their time, an employer can also see when someone checks in to work and leaves for the day. These apps can also help in ensuring employees aren’t surfing inappropriate websites during work hours using company resources. While many people are against monitoring, it’s perfectly legal in the US, provided this is for work-related activities on workplace devices. Monitoring laws do vary by state, so you should always check with an HR attorney on any employee-related monitoring. While there is no requirement to gain consent on a federal level, some states require that you establish consent before monitoring. It’s also legal to monitor company-owned devices outside of work hours, including Internet traffic, search terms, websites visited, GPS geolocation and content viewed, to name a few things. If you issue your employees’ phones, you are legally allowed to monitor them as well. It’s even legal to monitor your employees’ own personal devices if you have a BYOD (bring your own device) to work, provided those devices are used for work purposes. If you are thinking of rolling out employee-monitoring software, here are a few recommendations. Let your employees know you WILL be monitoring them, and how, before rolling out any monitoring activities. Being totally transparent about what you are monitoring and why is important to establishing and maintaining trust with your employees. Most people would be very upset to discover you were monitoring them without their knowledge. While it’s legally your right (in most states) to monitor without letting them know, we feel it’s best to be open about this so they understand what’s being recorded. Put in writing what is and isn’t allowed during work hours and on company-owned assets. If you don’t want employees visiting what you deem as inappropriate websites and mixing personal activities with work activities on company-owned devices, let them know that. If they work from home, set guidelines such as start and end times for work and how long and how frequently they can take breaks, detailing when they need to be available (at work). No one likes getting a speeding ticket when there’s no speed limit signs posted. Be absolutely clear on your expectations and put them in writing so there’s no risk of “You never told me that…” happening. Get legal advice before implementing any kind of monitoring software, cameras or activities. Laws can change – and with privacy of data becoming more critical (and a legal hot potato), we suggest you work with an HR attorney to make sure you’re not violating anyone’s rights. Recently, the fast-food restaurant White Castle was hit with a lawsuit that could cost them up to $17 billion for using fingerprint login software for their employees to access certain systems. The lawsuit claims they violated Illinois’s biometric identification laws by asking employees to use their fingerprint as a secure way of logging in to their systems without first gaining consent. So, while it’s legal to monitor employees, you still need to be mindful of employment laws and data and privacy protection of the employees you monitor. Need help implementing a more secure and productive remote workplace? Click here to schedule a quick call to discuss your options and to get ideas on how we can help you and your entire team be productive and safe, no matter where or how you choose to work.

How To Apply For Your Share Of Facebook’s Recent $725 Million Privacy Lawsuit Here’s a shocker: Facebook is being forced to pay a whopping $725 million in a settlement following a number of lawsuits claiming they violated users’ privacy. This is in addition to another class action lawsuit for $650 million for storing and collecting the biometric data of nearly 1.3 million Illinois residents without their knowledge or consent.  The lawsuits allege that Facebook shared data from users and their friends with third parties without the users’ knowledge or consent and then failed to monitor or direct how these third parties accessed the data or what they did with it. The plaintiffs’ lawyers estimate about 250 to 280 million people may be eligible for payments as part of this suit. The money being paid to each person depends on how long they’ve had a Facebook account and how many people actually file claims. Users will get “points” for every month they’ve had an account between May 24, 2007, and December 22, 2022. The money will be split (after lawyers’ fees are paid, of course) based on those numbers, so don’t expect a financial windfall that will allow you to move to Beverly Hills. The only people getting rich here are the lawyers. If you had a Facebook account during the dates above, you’re automatically part of the settlement, but you must submit a claim by August 25 of this year using this website. If you do nothing, you won’t get paid and you’ll give up the right to sue or be part of another lawsuit against Facebook related to these claims. However, if you’re feeling ambitious (and have deep pockets to pay the legal fees), you can choose to opt out of this lawsuit and attempt to sue Facebook separately, under your own initiative.  We should all be happy that big tech companies accessing, selling, and sharing our data without our knowledge or consent are being held accountable; but it’s not enough to depend on lawyers or our government to protect our identity and personal information. Companies like Meta make far too much money from our data to turn away from selling it and using it. For example, Meta made over $116 billion last year from a FREE app. That money is coming from selling access and data. This lawsuit, while sizeable, only represents just 0.62% of the company’s total revenue – a rounding error. The entire dark web and the rise of hacking demonstrate how much money there is to be made from gaining access to personally identifiable information, so you need to be careful you don’t end up a victim of your data being stolen, shared, and sold.  One of the ways to prevent your information from being shared is by going into the privacy settings on Facebook and finding “Your Facebook information.” From there, click “Off-Facebook activity” and “Recent activity” to clear your history. You can also click “Manage future activity” and choose “Disconnect future activity” to disable this feature. Of course, if you like the ads you get from Facebook this will (should?) make all of that go away.  Another suggestion is to check the privacy settings on your phone to ensure apps installed aren’t getting free access to your camera and microphone unless specifically given permission by you to perform those functions. Many apps will install with that access feature turned on and require you to opt-out.  Of course, as a business owner, YOU have to also think about how you are storing and using your client’s data. As this lawsuit proves, the government is taking data privacy and protection seriously, which is why you’re seeing more regulatory compliance for data security and privacy hitting all industry sectors. If you want to make sure you’re not accidentally exposing your clients’ data and violating data protection laws, schedule a quick call with us to discuss your concerns and see if there are ways we can help you avoid exposing your clients’ and employees’ data by accident. 

They say, “You get what you tolerate” and now more than ever, we’ve been conditioned to tolerate worse service at higher prices. Companies get a ‘free pass’ simply by saying phrases like “the labor shortage,” “because COVID,” or “inflation.” But it doesn’t have to be that way. While you may be able to still do business even with some less-than-stellar vendors in some areas if all your computers were to suddenly stop working, your network go down, your files gone, chances are you’d be dead in the water. Your business depends on technology, and you need to make sure everything is up and running RIGHT and you’re protected ALL the time. Here’s a list of ten common problems, complaints, and just downright failures in service we hear of all the time…and I’ll show you how to eliminate them in your business. When you call your IT company, your message goes to voice mail and you’re stuck waiting hours (or even days) for a call back so your problem gets resolved. You often must reach out multiple times to get a problem resolved and you need to check back to see what the status is and get a timeframe. Your IT company doesn’t proactively monitor, patch and update your computer network’s critical security settings daily (or at least weekly) leaving your entire business vulnerable to attacks. Your IT company doesn’t offer proof that they are backing up ALL your data, laptops, and devices. Your IT company doesn’t meet with you regularly (at least once a quarter) to report what they’ve been doing, review projects and offer new ways to improve your network’s performance instead of waiting until you have a problem to make recommendations. Your IT company doesn’t provide detailed invoices that clearly explain what you are paying for. Your IT company doesn’t explain what they are doing and answer your questions in terms that you can understand, NOT in “geek speak” and they don’t routinely ask if there’s anything else they can help with, no matter how small. Your IT company doesn’t proactively discuss cybersecurity with you or make recommendations for protecting your network from ransomware and offer employee training videos, so they don’t fall victim to a scam. Your IT company hasn’t provided you complete network documentation, and they hold the “keys to the kingdom” refusing to give you admin passwords so you’re totally helpless if something goes wrong and you can’t get a hold of them. Techs arrive late and dressed like they just got out of bed, and you cringe every time you need to make that call because they’ll make you feel dumb or like they are ‘doing you a favor’ even though you’re paying them! If you’re tolerating any of these common problems, know that you don’t have to! You could be paying for substandard support and worse, not be keeping your company protected. This could jeopardize your data and your network’s security and cost you thousands in lost productivity because you and your employees are spending time dealing with problems that shouldn’t exist. If that’s the case, then it’s time you see what else is out there and make sure you’re getting what you pay for. To schedule a free 10-minute discovery call to see how we can get rid of your tech issues, go to https://calendar.app.google/jSA1tteBxFJKnJkX6 or call us at 774-241-8600.

You’ve heard the phrase “Get with the program!” It’s often used as a direct order to someone to fall in line with the way things are supposed to be done at your company. The problem is, most business owners don’t have “a program” for employees to get with, and therefore they get wild and erratic results, as well as a lot less performance, output, and productivity, from each person they employ. Then everyone’s frustrated – you, because nobody is doing what you need them to do, and them, because they weren’t given clear instructions and guides on the work and results they are supposed to be doing. Given the current economic environment, with inflation still high, salary demands on the rise, and a potential hard recession looming, no business can afford to employ people who aren’t “with the program” anymore. To be clear, I’m not talking about a sweatshop, boiler-room “manual” of step-by-step instructions on every little thing you do in your office (although that may be necessary for some positions and tasks). I’m talking about a well-thought-out and clearly communicated set of RESULTS and EXPECTATIONS for each person in your company, so they can be extremely clear about what results they are supposed to be delivering for you. We call it a job scorecard. For example, is the purpose of your receptionist to “answer the phone” or is it to be the “director of first impressions,” ensuring that every client, prospect, or person calling your office is delighted by how they are treated and helped? To ensure every prospect is promptly connected with a salesperson and not left to wander in your phone tree or leave a voice mail for some unknown stranger, hoping for a callback? Most simply tell their assistant, “Answer the phone.” But even a rude, stupid, and willfully spiteful person can do that. Are you sure that’s what you want? Left to their own devices, some employees might do just that. How often have you called a company to talk to someone in “customer service” and they made you angrier and more upset than before you called in? My point exactly. So, step one is make sure every employee has a scorecard that clearly defines the following: Mission of the Position: What’s the purpose of that position? To increase sales? Delight customers? Prevent cancellations and churn? Develop clients and nurture repeat business? Start here when thinking of positions in your company. Key Results: Once you know the mission of the position, the next section you need to articulate is what key results that person is supposed to achieve in a way that’s measurable. For sales and marketing professionals, that’s easy. Secure $100,000 in new sales every month. Generate 10 qualified appointees/leads a week. In customer service, that might be a client “saves” or upgrades. On a service desk, like ours, it may be the speed of tickets cleared and customer satisfaction ratings. For leaders, it may be hitting certain revenue and profitability targets. To the best of your ability, give everyone at least one, but no more than three, key results they need to achieve. This takes the drama out of performance because if it’s measured, it’s not based on an opinion or anecdotal evidence. Specific Responsibilities: Next, make sure every employee has a list of specific actions, tasks, and responsibilities they must fulfill every day, week, month, quarter, and year. That way you avoid dropped balls and overlooked tasks because “no one told me I was supposed to do that.” Of course, if you’re clear on the outcomes a person needs to accomplish, the tasks nearly write themselves – after all, if the goal is to lower churn or increase sales, and employees are compensated that way, it’s infinitely easier to “motivate” them to do what’s necessary. Once you have these roles and scorecards, it’s helpful to share them with the entire team so everyone in the company understands what each person’s roles and responsibilities are. One way of sharing is in Microsoft Teams, where you can create Wikis, To-Do lists, file sharing, checklists, and chat to collaborate on projects that cross multiple departments and employees.  If you want help exploring how to use any of these tools in your company, click here to schedule a quick discovery call to see what’s possible.