The ever-changing collaboration sector continues to enable people to stay interconnected while working from anywhere on any device. The global pandemic has catalyzed an already upward trend. “A recent article by Erik Brynjolfsson et al. estimates that 31 percent of workers -- in the United States -- who were employed in early March had switched to working at home by the first week of April. Even when stay-at-home orders are relaxed, many workers may continue working at home until the pandemic is fully contained” (US Bureau of Labor Statistics). Here are some important reasons why collaboration management systems are more important than ever.
Employee
Productivity As a by-product, remote workers are saving time on
commuting, improving their work-life balance, and working in comfortable
clothes. However, employers are facing several challenges managing remotely. Unable
to access office systems, employers may not have the necessary cloud solutions
in place to monitor productivity. This can lead to lack of motivation, missed
opportunities and failure to meet compliance standards. With a collaboration analytics tool, companies can analyze calling
patterns, identify misuse/abuse, ensure inbound call handling performance, and
optimize resources.
Emergency
Notification
Kari’s
law, which came in affect in February 2020, stemmed from a domestic dispute
that ended in the murder of Kari Hunt who was killed in her motel room. Her 9
year old daughter was unable to dial 911 because the phone system required
dialing 9 for an outbound line.
This new law mandates that users must be able to dial
911 without having to dial a prefix like 9 or 0. Also, a notification must be
sent out regarding the specific location of the emergency call.It is imperative for companies to ensure the safety of their
organization by triggering emergency or critical alerts to authorized
personnel, desktops, mobile/IoT devices, lamp lights and email.
Quality
of Service
A faulty communication system can cost a lot of
money by wasting both the employee’s time and the client’s trust. “PwC surveyed
15,000 consumers and found that 1 in 3 customers will leave a brand they love
after just one bad experience, while 92% would completely abandon a company
after two or three negative interactions.” Frequent down time will cost money
that could have been saved if a quality assurance safeguard was deployed.
Having business operations that run smoothly is paramount in optimizing
profitably.
To ensure excellence, companies can monitor the health of their
communication ecosystem through ongoing analysis of call quality, network
reliability and device usage.
AI Reporting
In today’s world, you can get anything we need at the touch of a button.
You can order virtually anything online. You can have a car come to pick you up
at your door in under 30 seconds. You can find any information you need to
settle an argument, etc. Why should managing your internal organization be any
different? Having a collaboration management sy
stem lets managers retrieve valuable communication
analytics from anywhere by simply activating AI-infused bots that will watchdog
the enterprise.
User
Adoption
It is important, in today’s everchanging
environment that companies utilize the best and most up to date resources to be
proactive in their respective industry. Many companies become victim of not
keeping up with innovations and thus, fail to keep pace with their competitors.A collaboration management system enables managers to drive digital
transformation by ensuring the best available and corporate-approved modes of
communication are successfully deployed and utilized.
Regulatory
Compliance
Companies are collecting more and more important
and private customer information. This data is often used to mine customer
behaviour, predict trends, and ensure quality customer experience. The
collection of sensitive data comes with tighter legal obligations and
regulatory requirements. Companies must take appropriate action to ensure
proper stewardship of the data. Communication management systems can help
companies meet legal and regulatory compliance standards.
Training
& Monitoring
It is always easier, and requires less resources, to service existing
customers than to expend capital and resources to attract new business. In fact,
65% of a company’s business comes from previous customers. Additionally, 86% of the customers with great purchase experiences will
likely buy from the same company again. Thus, companies need to focus on
optimizing customer experience.
Users can study call recordings to ensure gold
standard customer experience and highlight areas for potential development or
retraining. Retaining archives of communication records allows users to query
historical records to resolve customer or employee disputes. A communication
management system can categorize incidents, determine customer sentiment and
arm agents with proper resources.
How RSI can help!
Resource Software International Ltd. (RSI) provides products, training and
resources that manage, control, and reduce the expense of a communication
ecosystem. Their solutions have broad appeal for customers with collaboration
ecosystems that include Avaya, Cisco, Microsoft, RingCentral, Mitel, and many
others.
Shadow All In One Analytics by RSI is a
cloud-based collaboration management system. Organizations
now have complete visibility across the entire spectrum of a corporate
collaboration ecosystem for any length of time.
The product offers historical call accounting, call center reporting,
call recording playback, real time agent/queue dashboards, team collaboration
adoption metrics, custom integrations, and emergency notification. By leveraging the latest technologies, Shadow
All-in-One Analytics empowers enterprises to increase adoption of new technologies,
remove bottlenecks, reconcile expenses, facilitate team collaboration, improve
customer experience, and empower productivity.
For more information, visit our website at www.telecost.com
Or contact me directly:
Nicholas Salomone
Partnerships Manager
“I am responsible for managing & discovering business relationships
with resellers across the globe.”
Email: nsalomone@telecost.com
Direct Line: (289) 275-2453
