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Article : Top Three Characteristics of a Connected Enterprise

#contactcenterworld, @Calabrio

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre.

Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere - and places an even greater focus on improving customer service. As businesses prepare to take advantage of a revitalised global economy, the phrase ‘we are all in it together’ applies to everyone—not just the contact centre working to accommodate fluctuating spikes in contact volumes and new social media channels.

Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences. Such experiences are driven by insights that lie within the heart of the contact centre and supported by a pragmatic approach to digital transformation.

Calabrio’s new blog series explores the rise of the Connected Enterprise. What do Connected Enterprise businesses have in common? What are the benefits of connectedness to customers? Along the way, we uncover some interesting insights into the elevated role of the contact centre and share a step-by-step plan for transforming your organisation into a truly Connected Enterprise.

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Top 3 characteristics of a Connected Enterprise

Let’s begin by defining what it means to be a Connected Enterprise. Here are the ‘must-have’ attributes of all Connected Enterprises. They represent a key milestone on the new roadmap to success and are a good place to start:

  1. No more silos – successful organisations intuitively understand – or they learn from experience – that disconnected IT systems, information, ways of working and even thinking are major barriers to improving customer service. Connected Enterprises are 100% focused on eradicating these harmful silos to achieve all-round connectedness - and it all starts at the top. Leaders are responsible for inspiring a connected ethos, one based on a spirit of collaboration that transcends departmental functions and job roles from C-level executives down, to sales and marketing, product development, IT, finance, HR, manufacturing, operations and importantly, the customer service team or contact centre.

  2. Increased workforce engagement – connected processes, information and thinking motivate staff to shine in their roles and collectively impact positive customer outcomes. Connected Enterprises recognise the importance of empowering their employees with flexible workplace practices and open, transparent communication. They offer tangible opportunities for personal development by giving constructive performance feedback and building carefully tailored e-learning and training. Connected Enterprises also never skimp on technology, and make a concerted effort to provide staff with the right tools to do their job and improve customer service.

  3. Outstanding CX – successful organisations are fuelled by the customer experience (CX), where everyone works towards the same goal of delivering exceptional CX. Connected Enterprises introduce processes that are simple, customer-centric and designed to be implemented organisation-wide. Facilitated by connected systems and information, these processes enable joined-up customer service that results in loyal customers, enhanced corporate reputations and greater profits.

The reality for many organisations however, especially larger ones, is they are frequently divided by disparate systems and disjointed ways of working. One of the biggest barriers to becoming a Connected Enterprise is the lack of data that can provide a clear picture of what makes great customer service and benchmark performance internally and against competitors or industry peers.

Connectedness starts with the contact centre

The beauty of aspiring to connectedness is the opportunities it provides to:

  • Elevate the role of the contact centre - as the shop window to your organisation and often the first point of call for customers, the contact centre is a ready-made library of living and breathing customer intelligence that emanates from millions of customer calls, texts, emails, Tweets and Chats. These powerful insights are the critical first step to becoming truly connected across an organisation.

  • Promote collaboration and knowledge-sharing – let your contact centre lead the way in sharing customer success stories, knowledge and learning to help all parts of the organisation succeed in meeting corporate CX objectives.

  • Unlock the potential of digital transformation – with a cloud-based IT refresh. Today’s tightly integrated solutions capture every customer interaction along with everything that impacts customer journeys such as agent engagement levels and whether processes and systems are holding agents back. The path to connectedness is a great opportunity to unlock the value of Artificial Intelligence (AI). As well as automating tasks, AI tools crunch unlimited amounts of customer data, powerful intelligence that can be shared with other departments to make a real difference to business insight and decision making.

#contactcenterworld, @Calabrio

 

 


About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, July 7, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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