Posts

Improving Your Customer Experience… Consumers Want More Human Interaction

/0 Comments/in /by

According to the latest research, 8 in 10 consumers want more human interaction from businesses, yet 64% believe companies have lost touch with the human element of the Customer Experience, especially as they add more technology into the mix.

Here’s some practical advice on how you can humanize the Customer Experience in your business…

  • Create an engaged workforce by investing in more self-serve and automation options for customer service. By using chatbots, for example, to answer routine questions, customers can resolve issues on their own more quickly. Employees are then free to focus on the more unique and challenging customer interactions where their performance can add real value to the relationship.
  • Empower your workforce. Frontline employees know first-hand what irks your customers. Yet, many companies fail to tap this vital source of business intelligence. One way to fix this problem is to empower employees to suggest process improvements. As they become more invested in making customers happy, they’ll become more engaged and welcome opportunities to use their skills and creativity to solve problems and stretch further.
  • Provide tools that help employees succeed. Contact center agents usually bear the brunt of customer ire. And they get hit with a double whammy: Agents who can’t solve a customer issue on the first call find themselves on the wrong foot with the customer and their supervisor. To change this situation, an agent can deliver a more personalized and human interaction when CRM data is integrated with the communications solution.
  • Make collaboration easy by reorganizing the workplace to enable employees to collaborate on demand. They’ll not only be more productive, they’ll have the tools to build stronger internal working relationships with each other and with remote colleagues. Tools like web chat or video conferencing make the distance between home and office disappear.
  • Invest in training by incorporating tools such as personalization and self-service into internal portals and dashboards. Making it easy to access knowledge bases and subject matter experts will improve employees’ interactions with clients.

When employees are happy and engaged, they bring that outlook to every client conversation. Companies that focus on the employee experience first will deliver a stellar Customer Experience every time.

Let’s talk about next steps to improve your Customer Experience. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

4 Team Collaboration Trends Easing Email Overload

/0 Comments/in /by

Information overload can dilute employee engagement, drop productivity and raise turnover rates. Easing this burden requires having the right balance between communication, collaboration and technology without contributing to overload. Here are some trends to adopt that can ease the burden for your business…

  • Trend #1: Integration of Team Collaboration Tools – Rather than stretch email as a “one-size-fits-all” communications channel, it’s more productive to use team collaboration tools. From instant messaging and team workspaces to audio/video conferencing and desktop sharing, collaboration tools will transform the way you work and enable your teams to be more productive, whether they’re in the office or off-site.
  • Trend #2: Shared Calendars & Presence Capabilities – Many emails are from people trying to coordinate schedules. A better way to organize meetings is to adopt shared calendar functionality and integrate presence features. That way, colleagues will know instantly who is currently in a meeting or on the phone. Everyone will be more productive when group interactions are centralized into a single, synchronized workspace.
  • Trend #3: Document Collaboration – Shared document collaboration systems store and organize documents in a central online location. Team members can log into the system and edit, comment or review documents whenever they need to. With only a single instance of every document stored online, there’s no problem of multiple versions floating around or multiple emails causing confusion and delays. This makes teams more productive and businesses more efficient.
  • Trend #4: Unified Collaboration for Project Management – Projects don’t have to get bogged down with a disconnected array of messages and tools. Collaboration technology makes it easier than ever to keep up to date on projects, assign to-dos with deadlines and track the progress of team members within a single application. The entire team can have a common view of where the project stands and everyone’s roles and contributions.

Embracing one or all of these trends will reduce employee stress and lead to better, faster decision-making.

Email isn’t going away any time soon, but the deluge of information created by disparate systems is a factor you can control. Contact us today: (703) 321-3030 or info@tcicomm.com.

 

Managing Multiple Sites? Hundreds of Phones? How Cloud Voice Enables Corporate Communications

/0 Comments/in /by

Designed to support small businesses to large enterprises that require customized UC and Collaboration, TCI’s Cloud Voice solution delivers the highest levels of performance, reliability and security through its global, mobile-ready cloud platform.

TCI’s team of certified network engineers will design and deploy a voice solution that keeps your business operating at peak performance – no matter how many locations you may have.

Ideal for Multi-Office Environments

Managing Cloud Voice locations and users is easy. Your local administrators can add and move users from an intuitive, centralized online portal. You can extend feature and call flow control to users or manage their access.

Your users will appreciate having the same communications experience anywhere, anytime, and on any device. Applications and information can be accessed seamlessly from any location because they are delivered from the cloud. Advanced security protection ensures that sensitive data remains safe.

Collaborate Smarter

Users can bring Outlook, Notes, Google, Lync/Skype and other applications into the conversation for true unified communications. TCI also offers robust productivity-enhancing features, including presence-based awareness, instant video communication, visual voicemail, attendant console, and much more.

Maximum Flexibility & Scale

Regardless of company size, you get all the flexibility you need to create your own communications environment without the complexity of managing it yourself. Cloud Voice can easily be scaled up or down instantly, allowing your business to grow and add features at your own pace.

If your legacy phone system is holding back your business, let’s talk about Cloud Voice Service. Contact TCI today: (703) 321-3030 or info@tcicomm.com.