eBook: How Technology & Improving Employee Experience Unlock Customer Satisfaction

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Customer Experience (CX) has always been critical for companies, but now the value of Employee Experience (EX) is gaining recognition.

A robust job market offers workers a lot of options, so companies have to compete to attract and retain good people. This was especially true during 2021’s Great Resignation, when a record number of workers resigned each month due to low pay, lack of opportunities, and feeling disrespected – among other reasons.

Data also shows that your Customer Experience efforts will benefit from greater investment in EX, especially when customer interactions require direct employee involvement, and over 75% of customers expect consistency when they interact with their favorite businesses.

The modern job market values EX, and it’s not just about money.

Workers overwhelmingly prefer a hybrid work model, but this presents challenges for employers. You’ll need the right technology to support remote work, and employees expect a smooth and convenient interface.

A frustrating experience with work processes has consequences. It can impact employee loyalty and the quality of customer interactions, leading to a loss of top talent and customer engagement.

Gain more insights on EX and CX challenges and how to address them by reading…

eBook “Great Expectations: Delivering Extraordinary Experiences for Employees and Customers”

TCI deploys and supports communications solutions that can deliver the experiences your employees and customers deserve. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Running a Multi-Site Enterprise? 5 Ways UCaaS Simplifies Connecting Your Locations

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A unified enterprise voice network connects your customers and employees, no matter where they’re located…

UCaaS also offers bottom line benefits by eliminating the need for expensive hardware and maintenance costs. With UCaaS, you can control your IT budget, while providing your team with advanced features and functions. You’ll also improve the customer experience, making your communications seamless and efficient.

Here are five ways UCaaS can benefit your multi-site enterprise:

  • Hybrid Work Environments – UCaaS provides full office telephone functionality and business information access to remote users and hybrid workers, no matter where they are located.
  • Hot Desking – UCaaS enables staff members who are working in different offices to take their desktop phone with them. All they need is a code to access their customized desktop settings, making communication easier and more convenient.
  • Business Continuity – With UCaaS, employees can access the system from any location and redirect incoming calls on demand in the case of any disruption at any office.
  • Extended Contact Centers – UCaaS allows businesses to extend their call center coverage to remote offices or home-based agents. Calls are automatically routed to the most appropriate person, team, or location to improve customer service.
  • Improved Call Handling – UCaaS can improve call routing between different locations. For instance, if salespeople are out of the office meeting clients, their calls can be redirected to a backup location.

If you lead a multi-location enterprise, UCaaS is the perfect solution to bring your people together, improve communication and collaboration, and save on costs.

TCI specializes in the design, deployment, and support of unified enterprise voice networks. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Keeping Your Networks Up to Speed with the Latest Wi-Fi Standards

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Wi-Fi is the Preferred Connectivity Method for Billions of Devices, Users, and Things

This year you’ll be hearing more about Wi-Fi 7, the latest wireless networking standard promising higher speed connections. Currently, Wi-Fi 6 tops out at 9.6 Gbps, while Wi-Fi 7 is anticipated to clock in at 46 Gbps. As always, early adopters will pay a premium for the added horsepower.

Wi-Fi 6 Support

Meanwhile, Wi-Fi 6 offers affordable, fast connections with more range and supports more devices than its predecessors. For starters, Wi-Fi 6 – also known as 802.11ax Wi-Fi – delivers nearly 4 times the speed of 802.11ac, while offering more efficient operation, tighter security, better ease of use, self-deployment, and long-term compatibility. It also provides a more reliable user experience in areas of high demand.

Wireless Made Easy

For growing offices to large corporate enterprises or campuses, TCI designs, implements and maintains wireless networks that keep our DC region customers connected and running strong. Our expertise includes:

  • Wireless heat maps and site surveys
  • Network design, Access Point deployments, and testing
  • Wireless security
  • Wireless network management

TCI’s Managed Wi-Fi Service

Simplify and speed up your day-to-day operations. Our Managed Wi-Fi puts powerful tools in the hands of your network administrators:

  • Add wireless capacity in minutes with fully automatic provisioning
  • Manage complex, dynamic environments using Auto RF
  • Throttle bandwidth and block unauthorized applications
  • Streamline device onboarding with built-in Mobile Device Management

Whatever your environment and business goals, TCI can design, deploy, and support a wireless solution for you. Contact us today at (703) 321-3030 or GetHelp@tcicomm.com.

 

7 Steps to Smarter Contact Center Coverage Scheduling

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Contact center managers are under a lot of pressure to deliver better results with fewer resources. Meanwhile, diminishing corporate budgets are forcing organizations to think of creative ways to compensate staff. These include pay-as-you-go arrangements in the form of zero-hour contracts, reduced and annualized working hours, and time off without pay.

How then can organizations achieve all-around contact center flexibility and cost savings in a way that satisfies staff, customers, and the business?

It comes down to leveraging the top 7 capabilities and benefits of today’s automated Workforce Management technology:

1. All-In-One, Easy-to-Use Solutions

The biggest barrier to embracing new technology is ease of use, or rather the lack of it. Fortunately, today’s fully automated solutions make light work of managing staff effectively – forecasting demand, creating schedules, developing accurate and insightful reports, and improving overall customer satisfaction. These automated tools make it easy and efficient to optimize workforce management.

2. Easy Access, Anytime, Anywhere

Agents can log in from home or on the go to check their schedules, see whom they are working with, and let their managers know when they are available. Managers and resource teams are able to build efficient schedules at any time and from anywhere for complete control of their call center scheduling operations.

3. Intelligent Resourcing

Using historical data, resource teams have the power to predict at the click of a button how many agents they will need, the skills they require, and who the right people are to fill those roles. They can even support a number of different shift patterns, including short shifts or split shifts, rather than employ a set number of people at set times of the day.

4. Flexible Planning On the Go

Key features provide much-needed flexibility. Real-time adherence monitors agent adherence to schedules. Automated alarms flag when schedules are in danger of being breached, and a real-time data feed – updated in seconds – enables fast decision-making.

Intra-day scheduling allows small changes during the day while considering unplanned agent absences and changes in customer demand. For example, managers can flexibly change break times and lunches or move people between skill groups, as well as front-office and back-office work. The changes may differ by only a few minutes, but those small changes can make the difference between meeting service levels during peak times and losing valuable calls.

5. Fit for the Future

The latest forecasting scheduling technology helps to right-size your contact center for the future. Running a series of “what if?” scenarios can predict staffing needs for regular seasonal fluctuations, upcoming marketing campaigns, and even the organization’s long-term business plan.

6. Self-Service

Self-service capabilities empower agents to trade shifts, voice their preferences for overtime shifts and request time off, increasing contact center flexibility and agent satisfaction. Plus, setting up auto-approvals means your staff doesn’t have to wait until the next day for an answer if management is not available.

7. Time and Cost Efficiencies

The automation provided by workforce optimization technology combines strategic planning with instant fine-tuning throughout the day to create a highly flexible contact center framework that keeps agents motivated, customers satisfied and CEOs happy.

Contact Center management continues to evolve. Ready to explore the latest innovations? Contact TCI experts today: (703) 321-3030 or GetHelp@tcicomm.com.