Unified Communications Analytics can Improve Social Collaboration - TEO Technologies - ContactCenterWorld.com Blog
Businesses use an enormous amount of data in their day to day operations. From the emails used to communicate internally to phone calls to clients, there is a lot of information that can be gathered. Using an analytics tool brings this data together and helps us understand what it means, but what does that really do for your company in the future? Some experts say that this information can be used to improve social collaboration for your business.
Social collaboration, however, is a very broad topic. What does this actually mean? How does it help my business succeed and grow? Through better socialization within the company employees can find solutions to issues, innovate new ideas, and develop best practices that not only improve your internal efficiency, but also enhance your external collaboration with customers and other businesses. With your new found efficiency and communication more businesses will want to work with you, and more employees will want to stay with you.
Understanding Social Collaboration
“An extension of human collaboration beyond face to face interaction.”
The concept of social collaboration has evolved in recent years with the increase of online communications and business interactions. The term refers to a group of people interacting with one another to achieve a common goal, but it is implied to be an extension of human collaboration beyond face to face interaction. The difference between what this meant before and what it means now is so implicitly understood that most people don’t realize that it has changed. 40 years ago this term would describe a scenario where a group of people would sit down at a conference table or in and office and work towards a solution for a particular problem or business strategy. Over the last several decades, however, we have introduced email, smartphones, online instant messaging, and video conferencing to this process. Today the idea is still the same, but the forms of communications are now widely varied. The joining of these many different forms of interacting with each other is what businesses know as Unified Communications, and this form of communications has changed the meaning of “social” in Social Collaboration.
The idea of evolving forms of communications is quite reasonable, but how exactly does this change how we communicate? We still speak and write to one another; the only thing that has changed is the medium. This is true, but there is so much more we can do with the information we send to one another now. Phone calls, text messages, emails, and all forms of digital communications leave a record of the interaction behind. Like our own personal stenographers; our computers keep a detailed timeline of who we talk to, how long we speak with them, and even what the conversations are about. With Analytics, this information can be compiled and codified into a clear picture of how we interact with each other and how, as a company, we solve problems.
Putting It All Together
So we know what UC Analytics are, and we understand what social collaboration means to a business today; now what? With a deeper understand of UC Analytics and Social collaboration we can now begin to use the information we are given to improve both internal and external project collaboration.
Publish Date: May 18, 2016 5:00 AM
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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