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.
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.
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 system lets managers retrieve valuable communication analytics from anywhere by simply activating AI-infused bots that will watchdog the enterprise.
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.
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.
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