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Category Archives: MRED Help Desk

MRED’s Help Desk Does What Michael Jordan Couldn’t

Chicagoland MLS Four-Peats as Top Help Desk Award Winner

top-100-seal-25-small-2014LISLE, ILLINOIS (April 17, 2014) – Midwest Real Estate Data (MRED), the Chicagoland multiple listing service (MLS), is pleased to announce that for the fourth consecutive year its Technical Help Desk has been recognized as one of the Top 25 Call Centers in the United States and Canada by BenchmarkPortal. MRED’s Help Desk has been identified as one of the best small business centers in the category of organizations having 5 to100 full-time call center personnel.

Since 1995, BenchmarkPortal has conducted annual statistical analyses of call center operations throughout the world. BenchmarkPortal hosts the world’s largest call center metrics database in conjunction with the Center for Customer Driven Quality located at Purdue Research Park, Purdue University. The BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.

BenchmarkPortal compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers, to objectively identify centers who are achieving superior results both in financial and qualitative terms.

MRED outperformed others in the Small Center Category in the following areas:

  • Top Caller Satisfaction
  • Average answering speed
  • Average Hold Time
  • Average Talk Time
  • Calls Transferred
  • Average Calls Abandoned
  • Average After-Call Work Time
  • Turnover of Full-time Agents

“This award shows that MRED’s Help Desk ranks among the top performers in its size category in North America, said Bruce Belfiore, CEO of BenchmarkPortal. “We congratulate them and wish them continued success in the future.”

“We work very hard at customer service every day. We have a great team that is dedicated to helping our customers succeed,” said Stephanie Abrams, MRED Help Desk Manager.  “The recognition from BenchmarkPortal is very valuable and greatly appreciated, as it tells us that we are successfully carrying out our mission, to be the very best at assisting MRED customers.”

“MRED’s Help Desk has set a very high standard for itself, but continues to exceed all expectations,” said Russ Bergeron, MRED President and Chief Executive Officer. “I could not be prouder of our Help Desk Manager and Technicians, who are on the front lines successfully serving all of our real estate professionals. Top 25? Awesome!”

About MRED

Midwest Real Estate Data (MRED) is the real estate data aggregator and distributor providing the Chicagoland multiple listing service (MLS) to nearly 40,000 brokers and appraisers and 8,000 offices. MRED serves Chicago and the surrounding “collar” counties and provides property information encompassing northern Illinois, southern Wisconsin and northwest Indiana. MRED delivers over twenty products and services to its customers, complementing connectMLS™, the top-rated MLS system in the country for two years running according to the WAV Group MLS Technology Survey. MRED is the 2013 Inman News Most Innovative MLS/Real Estate Trade Association. For more information please visit MREDLLC.com.

About BenchmarkPortal

BenchmarkPortal’s activities began in 1995, and it is now a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information, please call 1-800-214-8929 or visit BenchmarkPortal.com.

Midwest Real Estate Data (MRED) Three-Peats with Top Help Desk Award

Midwest Real Estate Data (MRED), the Chicagoland multiple listing service (MLS), is pleased to announce that its Technical Help Desk has been recognized as one of the Top 50 Call Centers in the United States and Canada by BenchmarkPortal for the third consecutive year.  MRED’s Help Desk has been identified as one of the best small centers in the category of organizations having 5 to100 full-time call center personnel.

Since 1995, BenchmarkPortal has conducted annual statistical analyses of call center operations throughout the world.  BenchmarkPortal hosts the world’s largest call center metrics database in conjunction with the Center for Customer Driven Quality located at Purdue Research Park, Purdue University.  The BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.

BenchmarkPortal compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers, to objectively identify centers who are achieving superior results both in financial and qualitative terms.

MRED’s Help Desk is among the best in its industry,” said Bruce Belfiore, CEO of BenchmarkPortal.  “This award was granted on the basis of objective, metrics-driven performance.  MRED stood tall against its competitors according to the world’s largest database of call center metrics.  This is not easy to do, and we congratulate them on their accomplishment.”

MRED celebrates the continued excellence of our Help Desk,” said Russ Bergeron, CEO of MRED.  “We have a substantial commitment to customer service, and it is gratifying to see our efforts and dedication recognized annually by such a prestigious organization as BenchmarkPortal.  I am proud of MRED’s  Help Desk Manager Stephanie Abrams and every single one of our Help Desk staff members, who are on the front lines serving our real estate professionals.”

About MRED

Midwest Real Estate Data (MRED) is the real estate data aggregator and distributor providing the Chicagoland multiple listing service (MLS) to nearly 40,000 brokers and appraisers and 8,000 offices.  MRED serves Chicago and the surrounding “collar” counties and provides property information encompassing northern Illinois, southern Wisconsin and northwest Indiana.  MRED delivers over twenty products and services to its customers, complementing connectMLS™, the top-rated MLS system in the country per the latest WAV Group MLS Technology Survey.  For more information please visit MREDLLC.com.

About BenchmarkPortal

BenchmarkPortal’s activities began in 1995, and it is now a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information, please call 1-800-214-8929 or visit BenchmarkPortal.com.

Why should I clear my Temporary Internet Files (Cache) and will it harm my computer?

By:  Stephanie Abrams, Help Desk and Tech Support Manager 

Clearing your browsers cache is not harmful and is actually a good thing!  Clearing your browsers cache after connectMLS has had a major update is also a must!  This brief article explains what cache is, some important reasons why you should clear it (like the one just mentioned), and how to do so. 

What is cache? 

When you view a web page through your browser, the browser makes a copy of it and stores it in a special folder in your computer’s hard drive, so that it can display the page to you quickly the next time you visit the site.  It displays this copy of the page while the actual web page is being downloaded. This copy is called the cache

If it helps speed things up, why should I clear them?

In the cache folder of your computer’s hard drive, copies of all web pages that you visit, gets stored. These temporary Internet files or cache that the computer saves for quick viewing later, can grow rapidly if you surf the web a lot, and that means it uses up a lot of your hard drive space. This is one reason why you should clear cache regularly.

Another reason is that any sophisticated website (such as our powerful connectMLS system!)  you visit is actually a composition of dozens, hundreds or even thousands of files.  Updates to these files are made in order for us to push important changes to the system or new features live.  If we change a file that your browser has cached, it’s going to keep serving the old, cached version of the file and you may not be seeing our most recent changes. This is another very important reason to clear your browers cache regularly.   *Hint: if you experience any “weirdness” shortly after we have deployed an update to the system, you will want to clear your browsers cache. In most cases, this simple act will correct the problem.   Also, if you are using Internet Explorer, you will want to be sure that the browser is always looking for the latest version of pages by going to Tools→internet options→settings (within the browsing section) and choose “Every time I visit the webpage”.

How can I clear my Temporary Internet Files (Cache)?

Here is a good resource that provides step by step instructions for clearing cache in various Browsers.   http://www.wikihow.com/Clear-Your-Browser’s-Cache

Is there a better time to call the Help Desk?

By:  Stephanie Abrams, Help Desk and Tech Support Manager 

The Help Desk is well staffed with an average monthly hold time of less than one minute!  But if you want to avoid “peak” call times or wait times, here are some tips:

1.  Call volume is typically lowest between 8:30 am and 11:30 am and often there is no waiting. 

2.  Lunch hours are between 11:30 and 2:30 so hold times may be higher during these hours when there is less staff to answer the phones. 

3.  My final and best tip is to route yourself to the right department!   Are you calling about a Rules issue or question, need help signing up for a Training class, or assistance with uploading your photos?  From the phone prompts you can select to be directly transferred to each of these departments.  That’s a real time saver!

MRED Again Recognized for Exemplary Customer Service

MRED’s Help Desk continues to be recognized for its outstanding Call Center performance.  Read all about it HERE.

Start Turning Leads into Clients in ConnectMLS!

Posted By:  Stephanie Abrams, MRED Help Desk and Tech Support Manager

Are you ready to start turning leads into clients? The Lead Capture widget in ConnectMLS makes it even easier for you to capture incoming leads from your social media accounts, website, or emails using a link or URL. You can then process that lead into a contact in your ConnectMLS client database with the click of a button.   Click HERE to learn how….