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Does Your Phone System Help or Hinder Employee Productivity? - Mitel - ContactCenterWorld.com Blog

Does Your Phone System Help or Hinder Employee Productivity?

When you’re evaluating your company’s business phone system, productivity might not be one of the factors that receives a lot of weight. But if efficiency is lagging, you should look closely at your communications technology for opportunities to improve employee performance, especially as the workforce becomes more mobile.

Around 50% of U.S. businesses say productivity is a top priority for employee engagement on mobile devices, according to Forrester Research. Smartphones, tablets and laptops can increase an employee’s ability to collaborate with colleagues, respond faster to customer requests and access data for smart decision-making. But the ability to accomplish these tasks is often contingent on the ability of your phone system to connect employees to the critical tools, data and applications they need.

This means businesses still using a traditional phone system – one with basic calling features and little else – could be hindering productivity. To empower your employees to get the most out of their workday, here are a few key challenges your phone system must be able to address.

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Support for a True Mobile Office

Delivering a true office experience on the go while keeping calls and data secure is a challenge for IT teams. But new cloud communications technologies make it possible for your staff to share and access customer data seamlessly from any device and any location. With features such as “dual persona,” employees can easily conduct both personal and business tasks from the same device. And if your phone system offers richer unified communications capabilities, connecting with colleagues for conference call or via instant message is just a tap away.

Enabling Better Collaboration and Faster Decisions

A truly productive workforce requires an environment that promotes the open exchange of ideas – even if team members are scattered among different offices or geographic locations. Without this, collaboration is more difficult, extending the time it takes to reach decisions and bring products or initiatives to market, which is an imperative in today’s highly competitive business landscape.

Here’s where your communications technology can be a game-changer. When tools such as instant messaging, video conferencing and desktop sharing are integrated into your phone system, employees spend less time getting various systems to work and the barriers to collaboration begin to fall away.  

Improving the Customer Experience

One of the most powerful ways to increase the productivity of your sales or customer service teams is to give them quick access to data. And not just any data: robust customer information integrated with call history. With details about past purchases, issues and associated resolutions at their fingertips, customer-facing employees can deliver a more personalized customer experience, while also reducing call times, increasing revenue opportunities and improving customer retention levels.

Productivity may not be the most obvious value to consider when reviewing your phone system needs, but it should be. Advances in communications technology have taken phone systems to new levels that are enabling employees to save time, find information faster and respond to customers more quickly. The time has come to ask yourself if your phone system is pushing you to new levels, or slowing you down.

Source: http://shoretel.com/blog/does-your-phone-system-help-or-hinder-employee-productivity

Publish Date: August 3, 2017 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

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Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

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SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
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Putting the right person in the job role has become the key focus in the drive...
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6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from Mitel

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