Skip to main content

Four ways unified communications can improve productivity Part II



Four ways unified communications can improve productivity Part II

In our last blog we suggested that unified communications has value to an organization's efforts to increase productivity. It can facilitate smoother, more efficient collaboration in a 24/7 workspace.

Unified communications can
  • Improve the functionality of our 24/7 workplace - The reality of 24/7 availability has been around for a while, and learning to place constraints on that is for another e-guide. However, unified communications can play a role on the 24/7 expectation problem. For one thing, with a single portal to an individual’s multiple communication channels, an employee can more easily communicate across those channels that they are not available and therefore limit expectations for an immediate or timely response when that is not possible. Also, with a unified portal, responding to different channels in off times can be easier and therefore less time-intrusive.
  • Improve client satisfaction - Nothing is more irritating as a customer than needing support and finding support elusive. Waiting for call-backs with no answer, or worse, re-telling your story over and over until you finally reach the right resource? Unified communications can go a long way in mitigating these frustrations. Unified communications is being heavily introduced into contact centers, where customers can use multiple integrated channels to discuss issues, questions, or problems.
Look to a managed service provider for ways that you can begin to introduce unified communications into your organization.

Comments

Popular posts from this blog

The contact center and omni-channel communications

The contact center and omni-channel communications We’ve talked in other blogs about the value of contact centers over traditional, one - dimensional call centers, but we haven't talked yet about the need for contact centers to be designed on the omni-channel model. This blog explains what omni-channel means and why this is a critical part of the contact center design. Omni-channel refers to a specific model of multi-channel communications. We already know a contact center makes use of many different modes of communications in order to best meet all of your customers wherever they choose to be. But we haven’t talked about the fact that contact centers need to be omni-channel. In the omni-channel model, all of the channels are integrated. The idea here is to allow for cross channel “communication” so that the information and customer data that is accumulated on one channel is immediately communicated to all the other extant channels. The goal: whenever a customer connects on any touc…

The contact center and omni-channel communications

The contact center and omni-channel communications

We’ve talked in other blogs about the value of contact centers over traditional, one – dimensional call centers, but we haven’t talked yet about the need for contact centers to be designed on the omni-channel model. This blog explains what omni-channel means and why this is a critical part of the contact center design.

Omni-channel refers to a specific model of multi-channel communications. We already know a contact center makes use of many different modes of communications in order to best meet all of your customers wherever they choose to be. But we haven’t talked about the fact that contact centers need to be omni-channel. In the omni-channel model, all of the channels are integrated. The idea here is to allow for cross channel “communication” so that the information and customer data that is accumulated on one channel is immediately communicated to all the other extant channels. The goal: whenever a customer connects on any touchpoi…

4 Reasons call centers are becoming outmoded

4 Reasons call centers are becoming outmoded

Call centers have been around for decades. Everyone is familiar with how they work and almost everyone has had at least one bad experience with using one. Did you ever put off calling an 800 number because you didn't want to deal with an annoying phone tree (IVR), waiting on hold, or just the tedium of slowly spelling out your name, address, email, and credit card number? You are not alone. Historically, call centers have had some serious limitations when it comes to customer satisfaction. Of course, that reputation may be unfair. There are many well-run call centers, but the call center model is becoming outmoded. Much of it has to do with the one-dimensional nature of the call center; it is a single channel communication tool. Call centers are primarily, or even solely, places where customers can communicate with a business via voice channel. (At the start, this meant traditional telco lines; now it likely means VoIP.) Below are 4 fund…