Business Communications

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September 14 2016

Avoid a Customer Experience Horror Story

jtowner@townerkc.com Blog Business Communications, Call Center, Collaboration, consulting, Customer Experience, Growth

Do you always deliver a great customer experience?

Looking for new insights into effective practices?

How can you solve customer experience challenges?

Improving customer experience is a top priority for today’s executive because of the impact it can have on the bottom line. With the variety of communication methods now available, managing the customer experience is more complex than ever before. For today’s contact centers, it’s vital to study customer service best practices from a variety of verticals to learn and adapt your strategy for success — which is why we’re looking to help out.

Download the article for some harrowing tales of terror from prominent customer service experts, and find out how they were resolved — or how they could have been avoided in the first place.

Check out these excerpts from the experts:

“Processes and categories only go so far when dealing with human beings.”
_{Jeannie Walters, CEO, 360 Connect}

“Convey the right information from the beginning.”
_{Roy Atkinson, Senior Writer/Analyst, UBM Tech}

“You always have control to deliver amazing customer experiences.”
_{Shep Hyken, CAO, Shepard Presentations}

“Mistakes happen. It’s what happens next that matters.”
_{Dave Evans, VP Social Strategy, Lithium}

11 Lessons for Avoiding Your Own Horror Stories

Invest in measuring, monitoring and incentivizing consumer-centric behaviors.
A single interaction can make or break a customer experience.
Understand the customer’s end-to-end experience to avoid breaks in the chain.
Don’t wait for customers to contact you. They love when you take the initiative.
Don’t make it difficult to do business with you—make it enjoyable.
Constantly monitor interaction quality and be on the look out for “bad seeds.”
Use your data to improve your customer experience—it’s full of hidden gems.
Eliminate issues out of agents’ control so they can put their best feet forward.
Know your customers well and treat them well—loyalty drives revenue.
Your customers are always evolving, so take the opportunity to grow with them.
Give agents tools and scripts to ensure they deliver the right message the first time.

Making the Best of Your Contact Center Experience

You have one chance to make a lasting impression with your customers. A contact center solution can help you enhance the customer experience from the moment calls reach your Interactive Voice Response (IVR) system to call resolution. They help you to attract and retain customers, and please them for less.

When it comes to customer satisfaction, Swanson Health Products is America’s #1 rated catalog/Internet merchant. So when they needed a solution that would help them track and handle their calls, emails and chat, they turned to Towner Communications MiContact Center.

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August 22 2016

What Pokémon Go Teaches Us about Collaboration Tool Strengths and Weaknesses

jtowner@townerkc.com Blog Business Communications, Collaboration, mitel, Towner Communications

Pokémon GO is a hot topic. It seems you can’t escape it—in the news, on social media, or in your day-to-day life as you see people of all ages hunched over their phones, walking around outside. This wildly popular application has spurred discussions across a variety of topics—health, social interaction, marketing, gamification, pedestrian safety, and more.

There’s another lesson to learn from Pokémon GO: the value of a single, comprehensive application to enable team and project collaboration.

Observing strangers collaborate through this application can open your eyes to the potential potency (and potential shortcomings) of a business application that can foster teamwork in your business.

Setting the stage: the prologue

For those who aren’t sure how Pokémon GO works, it’s a real-time application in which you can catch Pokémon while walking around. With geo-tracking and real-time updates, players all experience the same interface—provided they’re in similar areas. The same creatures pop up on the screen, at the same time, at the same location. This accounts for many observations of increased social interaction, and also accounts for the parallel in team and project collaboration.

It begins with a quest

Parks are one of the best places to catch Pokémon. My husband and I frequent the park closest to us as a place to walk around and play Pokémon GO. We recently encountered a player who was on a quest for a specific Pokémon. He wasted no time in telling us he drove over 45 minutes to reach this park because he heard it was rich with a Pokémon he desperately wanted to add to his collection and asked us if we’d seen any.

We pointed him to an area where we found the creature he sought and we heard his triumph when he found it and added it to his collection. He proceeded to scour the park. Anytime we found the Pokémon he was looking for, we called out to him to help direct him to the right area to catch it. Strangers collaborating to chase invisible pocket monsters on a smartphone application—who’d have thought?

Teamwork makes the dream work

For this particular Pokémon GO player, he was able to complete his quest for catching Pokémon because all players experience the application in real time. By collaborating with other players, he identified the park as a place he needed to visit and he was able to add the necessary Pokémon to his collection. This story is a testament to the power of a real-time application and online collaboration capabilities accessible by all. If a player can accomplish so much from the application, what implications are there for businesses?

But could teamwork be easier?

The Pokémon GO collaboration experience could be better because it doesn’t offer the in-app ability to message another player or group, or share images of any kind. Although the application revealed the necessary Pokémon for this player, he relied on friends and external websites to provide the best possibility of completing his collection.

Maybe it’s because I’m a millennial but I honestly think the Pokemon Go collaboration experience could be both easier and improved: taking a seamless application operating in real-time and adding the ability to message others, post discussion threads, share images and insights, and work in other applications and links would enable any player to get the information needed to play effectively.

Relying on multiple applications to allow full collaboration creates a disjointed, less effective experience than if all of the capabilities were built-in.

Business collaboration in real time

It’s estimated that the average employee spends up to an hour every day trying to get in contact with people, find meeting rooms, and track projects and emails.

Helping employees easily contact each other can immediately boost productivity.

For a workforce on-the-go, uniting multiple channels of communications in a single mobile-first application—email, chat, phone calls, text, video—can drastically improve both productivity and output for a business. Top team collaboration tools make it a point to prioritize accessibility, visibility, and real-time tracking of various projects, documents, and presentations so workers get more out of every hour they put in.

If it works for Pokémon GO players, it will work for your business

Back to the zealous Pokémon GO player who traveled 45 minutes to get to the park that held the Pokémon he needed.

On the positive side, the synchronized application experience paired with real-time capabilities helped him to complete his. On the negative side, he had to lean on other applications to accomplish his mission, and was ultimately successful.

A comprehensive interface certainly would have helped him accomplish his goal more efficiently, just as a more complete collaboration tool helps workers get more done faster.

Unlike Pokémon Go, there are applications with a complete set of tools to help your employees collaborate. If you give your employees the opportunity to collaborate with a communications system that promotes project collaboration on a platform designed with mobile in mind, your employees will be able to work efficiently and effectively, at any time, in any location.

Many businesses today have one piece of the puzzle—like Pokémon GO—but choosing a truly integrated collaboration experience can really give you a competitive edge.

Team and project collaboration checklist

There are many communications vendors for businesses to choose from. In order to get the most effective solution for your business, make sure it is:

Mobile-enabled
Real-time
Inclusive of all communications channels
Ready for project collaboration
Able to share documents and track updates
Secure
CRM-compatible

Our MiCloud Office platform has all these features and more. To get an idea of what a first-class, comprehensive system looks like, watch the MiCloud Office Demo.

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August 17 2016

K-12 Education’s Best Path to the Cloud

jtowner@townerkc.com Blog Business Communications, cloud, mitel, Towner Communications

Path to the Cloud

Whether for cost-savings, BYOD considerations, ease of administration, or reliability, school districts across the United States are actively shifting communication and collaboration to the cloud. It’s a Path to the Cloud!

As part of this shift, schools and administrative offices are deploying Google’s cloud-based education apps – like Google’s free email services – allowing them to free up millions of dollars for other initiatives.

Some K-12 organizations have hesitations about the security of sensitive data in the cloud, but as adoption grows across the education sector, more and more schools are considering cloud technology to achieve their goals. Many educational organizations seeking the benefits of cloud communications and collaboration look to Mitel. We manage a rich ecosystem of solutions that’s integrated with the largest technology partners in the industry, including Google and Microsoft.

Many educational organizations seeking the benefits of cloud communications and collaboration look to Mitel. We manage a rich ecosystem of solutions that’s integrated with the largest technology partners in the industry, including Google and Microsoft.

Microsoft Lync Integration

Mitel MiVoice for Lync, for example, seamlessly integrates features – like integrated softphone, voice integration and click-to-call support – with Microsoft applications to offer robust voice capabilities.

Google Integration

Mitel MiCollab is our anywhere, any-device collaboration software. It integrates with Google Cloud Platform and Google Apps, enabling collaboration through voice; instant messaging; presence; and audio, video, and web conferencing. MiCollab also seamlessly interacts with Google’s calendar, email and contact management apps.

Bonus: With MiCollab, a user’s presence status automatically updates according to the Google Calendar scheduling.

“Given the explosive growth of cloud-based apps and communications, Mitel provides the best path to the cloud for schools.”

Cloud Deployment Flexibility

With a unified communications and collaboration architecture focused on ease of use and administration, Mitel provides public cloud, private cloud, or hybrid deployment models. With Mitel, your school can deploy applications in a private cloud, a public cloud, on premise, or a combination thereof. And you’re never locked in to a single deployment model—you can move applications when conditions change.

The software remains the same; only the location changes. It’s how our MiCloud for Education solutions easily accommodate school districts’ changing needs and preferences over time.

Cloud Security & Reliability

Cloud deployments merit special consideration when it comes to security. Your educational organization will need to work with communications and collaboration providers like Mitel to isolate and protect your networks, applications and data. But the technologies and strategies for securing cloud-based deployments are advancing every day, and Mitel is leading the charge.

If you’re concerned about the reliability of cloud communications, consider this: If your network fails, communication with the outside world will be impacted whether your system is on premise or in the cloud. Fortunately, in a highly distributed school system, a network failure in any building will only impact a single location, and mobile communications can help your school weather the event until full service is restored.

Finding Your Path to the Cloud

Hundreds of school districts throughout the United States have deployed Mitel Voice and Unified Communication solutions. They’ve found that the cloud is a far more dependable platform than they expected, and that it offers advantages they had never imagined. It’s time to start taking a serious look at long-term strategies for cloud communications at your school—and how MiCloud for Education can help.

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July 20 2016

How the Right Customer Engagement Strategy Can Completely Transform Your Business

jtowner@townerkc.com Blog Business Communications, customer engagement, mitel, Towner Communications

Woman smiling listening to a customer talk The term “contact center” often conjures up an image of large numbers of agents handling incoming and outgoing calls all day, every day. In some cases, this is an accurate interpretation of how customer engagement truly works.

However, Gartner predicts that by 2020, customers will manage 85 percent of their relationship with an enterprise without interacting with a human

With this in mind, it’s clear that contact center technology is going to increasingly drive digital engagements and organizational workflows. The focus is on removing departmental silos to ensure the full context can be brought to every single customer engagement and interaction.

A busy port tackles complex logistics

By way of example, a European sea port had a challenge connecting their large database of lorry drivers to incoming ships full of containers that needed ongoing transportation around the continent. The drivers were typically paid a day-rate, so the company needed a system to ensure that they efficiently allocated jobs, and then accurately and quickly paid for the work they’d completed. This may sound simple, but with one of the world’s busiest sea ports and a very large number of contract drivers, this was proving a complex scenario to manage well, and was potentially open to error and fraud.

The port ultimately worked with us to design a system that integrated our contact center with the company’s ERP (enterprise resource planning) system. As a new ship arrives in the port, the ERP system calculates the number of trucks, forklifts and cranes required and the contact center then automatically contacts the drivers by SMS. The driver responds by SMS, directly back into the contact center, indicating acceptance of the job in the ERP system. The driver then receives the destination by SMS and makes the delivery. Goods-in confirms the delivery by SMS, and the driver is automatically flagged for payment.

Keeping trucks rolling at a manufacturer

Similarly, a large truck manufacturer wanted to ensure fast, efficient, consistent and cost-effective repair and recovery when one of its vehicles suffered a breakdown. With their new system, in the event of a breakdown, the driver makes a quick call or SMS into a centralized contact center. The agent uses a desktop manager application to locate the nearest approved repair and recovery service, with an SMS triggering a callout to the truck location. The truck is repaired, confirmed by SMS and the contact center generates a ticket (with the call recording and SMS attached as an audit trail). Payment is then automatically processed via ERP integration.

Automating new advantages in place of human error

In both cases, the company used customer engagement technology and its close integration with the ERP system to facilitate a series of automated workflow processes to minimize human involvement and associated error. The organizations both ended up with an effective solution that both improved efficiency and removed costs. Learn how we can help and talk with us today.

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July 18 2016

How to Record Phone Calls on a Mitel IP Phone

jtowner@townerkc.com Training Business Communications, Cloud Communications, mitel, Phone System, Towner Communications

Mitel’s Record-a-Call feature offers you an easy way to archive calls. You can use this for training purposes, for your own reference, or to keep a record of advice that has been given to a client.

Before recording calls, check your legal position. You may need to notify your callers that they are being recorded.

This Mitel phone guide is for MiVoice Business (also known as Mitel 3300 ICP) users only.

Starting to Record On the Fly

You can start recording at any time by pressing the Record Call key on your Mitel IP phone. If you don’t have a feature key assigned to Record Call, you can ask us at Towner Communications if this option is available with your current system.

Many businesses find it more straightforward to record every call. If your phone system is set up in this way, you don’t need to manually start recording.

Pausing, Stopping and Resuming Recording

While your call is being recorded, you can use the soft keys on your phone to Pause, Stop or Resume the recording operation.

Pressing the Erase soft key, or the Cancel key, will stop the recording without saving it.

Note: if you put a call on hold, the recording will automatically stop. If you bring the call back from hold, a new recording will start.

Playing Back Call Recordings

You can listen to call recordings from your Mitel IP phone. All of your recordings are saved in your voicemail mailbox, so simply dial your mailbox like normal and follow the prompts.

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July 13 2016

Are You Happy with Your Cloud Communications Provider?

jtowner@townerkc.com Blog Business Communications, cloud, Cloud Communications, Cloud communications provider, mitel, Towner Communications

Four coworkers holding a business meeting at a coffee shop

Do you have a cloud communications provider? If you do, are you happy with them? It’s a question many business owners don’t ask themselves enough. Cloud communications is an investment of capital, time, and human resources—an investment that you should be thrilled with. Once we sign contracts, we tend to accept the level of service we receive without analyzing our satisfaction with what we actually get. Part of this resignation stems from the contracts signed up front: breaking contracts usually means serious financial detriment. In the business world, that’s highly frowned upon because you’re costing the company even more money. But if you weren’t bound by a contract, what would that mean to you?

When the honeymoon period is over

Business relationships are susceptible to the same characteristics of any personal relationship—sometimes entering into a contract with a vendor starts off flawlessly and everything is sunshine and rainbows. But far too often in business, once the dotted line is signed, things change: service levels drops off, promised features become elusive, and costs can skyrocket. Being stuck with a cloud communications provider who doesn’t put your business needs first is more than irritating—it can harm your customer service, internal productivity, and your bottom line.

When you want more features

Not every cloud communications provider is created equal. Once you choose your provider, you may initially be happy. You get the service level you expect, the features you wanted—all at a price you are comfortable paying. Technology is notorious for constantly evolving. And your provider may not offer the latest features you’re interested in for your business. While you may be happy with every other aspect of the business relationship, the bottom line is this: limited cloud features and offerings could jeopardize your business.

When the contract dictates your decision

I’d wager most businesses stay with their cloud communications provider because the contract is king. Why evaluate the level of service and feature offerings if both are satisfactory and you can’t go anywhere anyway? Evaluation is crucial to consider because the best-performing and most lucrative companies don’t just think about today, but think about their company’s future. Still, many companies are wary of breaking contracts. But what if the contract was removed from the equation? Right now, our cloud contract buyout program could remove the barrier for you and give your business the best cloud communications applications for today andtomorrow.

Questions to ask yourself

Now that we can remove your existing contract from the equation, there are some questions you should ask yourself to truly gauge your satisfaction with your current provider.

1. Am I happy with the level of service I receive from my current cloud provider?

2. Do I have the features I need to maximize my business productivity?

3. Is my cloud provider a leader in Gartner’s five magic quadrants?

4. Do I trust my cloud provider to offer the latest and greatest features?

5. Is my cloud communications platform easy to use?

6. Does my cloud communications platform enable team and project collaboration?

If you answered “yes” to all the above, congratulations! You have a cloud communications provider that works for you and your business needs.

If you answered “no” to one question, you might have the right cloud provider for you—but why not verify by checking just in case?

If you answered no to two or more questions, you should strongly consider looking into Mitel’s cloud contract buyout program. As a leader in Gartner’s five magic quadrants, Mitel is uniquely positioned to provide the cloud communications your business or enterprise needs.

Nearly 2,000 cloud subscribers choose Mitel each day. Businesses across the world trust Mitel for their cloud communications solutions—see how Towner Communications can help.

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July 11 2016

The Low Cost of Standing Out from the Crowd with Customer Service

jtowner@townerkc.com Blog Business Communications, customer service, mitel, Towner Communications

Woman in striped shirt in front of a computer smiling at a call center offering customer service I have spent countless hours in meeting rooms surrounded by brilliant people who are all trying to identify ways to stand out from the crowd. “How are we different?” “Why does that matter?” Who will care?” If you’re leading an organization, I bet you have done the same.

Businesses are in constant search of differentiation—that magical intersection of customer relevance and profit margin.

Be better in a meaningful way and watch market share grow by leaps and bounds. It sounds great. And it’s nearly impossible. Right? Maybe not. Standing out may be as straightforward as enhancing your customer service with a simple “hello”.

Have you ever walked into a store and approached the counter for assistance only to find no one there? Did you call out for help? Ring the bell? Ever had a time when nobody showed up at all? I remember this happening once. You know how the story ends. I walked out never to return.

Communication choices abound. Expand your view of the customer counter to include the digital realm. According to a report by Maritz Research, those that do will separate themselves from the pack.

While half of respondents expect a business to respond to tweets, fewer than 30% of such tweets receive as response.

Sadly, I am unsurprised. People are adopting new technologies and shifting their expectations faster than businesses are responding. I get it. Businesses invest time and money designing great processes dependent upon complex technology that cannot easily adapt. Or can it?

Contact center technologies have changed just as dramatically as consumer expectations. Need to expand coverage beyond voice calls to email, web chat—even social media and mobile messaging? No problem. Want to quickly add self-service choices or increase access to service staff? Just do it. What about influencing customer behavior? Would it be useful for customers to reach out by mobile messaging when phone lines are busy? Sure, let’s make that happen.

You may be thinking it sounds great but putting your customer experience into the hands of a startup is scary. But startups aren’t the only ones who can handle these new capabilities. Mitel, yes 40+ year-old Mitel, can do all this for you and more.

And surprisingly, maturity is something we have in common with your most demanding customers. Of those surveyed, it’s not youth that most expect businesses to respond. The more mature demographics may not be most known for tweeting but they are most demanding. Make that your advantage. Meet their demand and stand out from the crowd. Unsure where to start? Let us help.

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July 1 2016

5 Things You Need to Know About Team Collaboration

jtowner@townerkc.com Blog Business Communications, Collaboration, mitel, Team, Towner, Towner Communications

5-Things-You-Need-to-Know-About-Team-Collaboration

The ways teams collaborate has fundamentally changed in the last few years. There are seemingly endless tools, apps and software that claim to transform the collaboration experience. Some do more to make good on that promise than others—and you can’t forget to account for the context for how they fit into your organization’s overall IT mix and processes. Given all this change, here are a few important things to know about team collaboration and the tools associated with it to help you get the most of collaboration for your company.

#1: Team collaboration saves you time

Lost productivity is a big problem and it costs businesses millions of dollars each year. In fact, the average knowledge worker, according to some estimates, spends more than one hour every day simply trying to communicate with people via emails, meetings, leaving voicemails, etc. Cloud-based team collaboration software can save you valuable time and money. For instance you can stop checking multiple messaging apps. You can reach colleagues right away. You don’t have to juggle other people’s calendars anymore. You can get answers now—not waiting until you’re back in the office. Team collaboration saves you time, and time is money—so it’s good team collaboration software is a win-win scenario.

#2: BYOD Improves Team Collaboration and Communications

In case you didn’t know BYOD is expanding in popularity due to a rise in millennials in the workforce. When your business leverages BYOD policies you can utilize business collaboration apps that help your company become more productive, efficient, and collaborative. BYOD helps optimize your business as well, since you can do more with less. Employees only need a single device that they can use for personal and work purposes.

#3: Team Collaboration Gives Experiences, Not Just Transactions

In your day-to-day life, you can probably start a TV show on one device, pause it, and then start it on another device right where you left off. As consumers get more and more used to this kind of behavior, we being to see this sort of persistent experience move into the business world, especially in collaboration software where collaboration can start at a desktop and continue seamlessly on a smartphone. If your business communications systems doesn’t support a seamless experiences across multiple devices, you might be missing an opportunity around a big shift in how your workforce expects to get things done.

#4: Alarming Team Collaboration Trends

Heraclitus, a Greek philosopher once said “The only constant is change.” Technology is no different and in order to keep up, here are a few team collaboration trends you need to know about. Email has been around for decades but email usage is declining. Email is just one channel and with the growth of other channels like text and messaging apps, that’s no surprise. There are many free apps that do what paid services used to do but now they are 100 percent free. Take WhatsApp or Slack, for instance. In 2010, Apple said “There’s an app for that.” While you may think that there could not possibly be an app for everything, it’s hard to find a specific subject or function not covered by an app. In-app experiences are king. Single-app interfaces that work seamlessly across all multiple devices are the future. The UC landscape is changing rapidly, which is exactly why we created MiTeam to help teams communicate anywhere, any time on any device amid this environment of change changes.

#5: Shadow IT and Stealthy Applications Are Growing in Popularity

IT personnel used to control how employees communicated and collaborated, but the times have changed. Employees are overwhelmed and according to recent data, the average employee uses 17 different cloud applications, three content sharing services, and three different collaboration services. Most of these are apps not approved by IT for security purposes. That are a lot of apps that operate outside of IT—otherwise known as “shadow IT.” Of course, many employees who are are going rogue would claim they have to resort to this because of the shortcomings of many enterprise collaboration platforms and policies (like an outdated definition of “team.”) While shadow IT may appear to solve problems for small groups on the surface, the proliferation of tools used can quickly become more harmful than helpful.

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June 20 2016

Mobile Workforce Saves Time and Money

jtowner@townerkc.com Blog Business Communications, cloud, collaborate, Communications, enterprise, mitel, Mobile, mobilize, telephones, Towner, Towner Communications

What’s the benefit of a Mobile Workforce? Some people will say employee morale. Others will say shorter commutes. Some will even tout health benefits. And those are all true. But they don’t make a business case.

What does?

At Towner Communications, we know going mobile saves your business time and money–increasing productivity and efficiently, reducing costs, etc. And even though much of the literature on the subject today focuses on employee benefits and soft advantages, there are plenty of concrete business reasons to embrace mobilizing your enterprise.

So we rolled up our sleeves, did some research and put together this infographic so you have the full picture of the true business benefits of a mobile enterprise. From ensuring business continuity to reducing communications latency to saving on employee compensation, here are eight reasons to untether your business.

phone screen shot of a call using Towner's business communication services

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June 13 2016

Four Ways to Profit from Your Mobility Strategy

jtowner@townerkc.com Blog Business Communications, cloud, Communications, mitel, Mobile, Mobility, profit, strategy, Towner

four-ways-to-profit-from-your-mobility-strategy

If video killed the radio star, jurors would agree that mobility killed the traditional workday. Mobility turned your once immobile desktop computer into a 13-inch laptop you can carry home with you, and spawned miniature tablets and ever-present, pocket-sized smartphones. Your mobile devices coupled with cloud technology give you instant and constant access to your virtual cubicle.

Increased mobility means work is no longer a place you go; it’s a thing you do.

If the concept above made you cringe in fear of a vacation riddled with email notifications or turn green with envy at France’s developing after-work email regulations, you might want to re-evaluate your perspective. Studies continue to uncover the benefits of implementing an enterprise mobility strategy – for both your employees and your business’s bottom line.

Four ways to profit from your mobility strategy with unified communications and collaboration (UCC)

1) Boost employee satisfaction
36% of employees stated they would choose flexible working options over a pay raise. Thirty-seven percent even said they would take a pay cut in order to work from home.

2) Increase productivity
Industry big wigs like Best Buy, British Telecom and Dow Chemical have reported that teleworkers are 35-40 percent more productive than those without flexible working options. Teleworkers also often work longer hours than their office-bound coworkers.

3) Recruit top talent in a competitive market
Studies show tech-savvy millennials are more difficult to recruit, but are particularly attracted to flexible work options. UCCalso empowers businesses to hire the best employees for the job no matter where they’re located geographically, and enable them to collaborate with their coworkers as easily as if they were in the office.

4) Eliminate unnecessary service disruptions
Unscheduled absences (like sick days) cost US employers roughly $1,800 per employee each year. Global Workplace Analytics reports that mobile-enabled workers typically continue to work remotely when they’re sick, avoiding both negatively impacting business operations and spreading illness throughout the office. Additionally, flexible work arrangements allow workers to run errands or take personal appointments without losing a full day of work.

Taking a mobile-first approach to reap the benefits of UCC

Since more and more employees are on the move or working remotely, it’s important to provide them with an in-office experience no matter where their days take them. That means rather than mimicking desktop design and functionality, mobile clients should be built from the ground up to work natively on mobile devices.

It should also be extremely easy for employees to get up and running on their mobile devices through automated provisioning, which will save time and money for both mobile workers and for your help desk.

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Business Communications

Avoid a Customer Experience Horror Story

10 Ways to Avoid a Customer Experience Horror Story

Do you always deliver a great customer experience?

Looking for new insights into effective practices?

How can you solve customer experience challenges?

Check out these excerpts from the experts:

11 Lessons for Avoiding Your Own Horror Stories

Making the Best of Your Contact Center Experience