Communities

Imagine a customer calling for detailed, technical information about your products and services. These calls can be cumbersome for customer service employees who don't possess the technical knowledge about a specific product or service. Now imagine those same customer service employees having a comprehensive menu on their computer screens describing the exact technical knowledge about that specific product or service, as well as other detailed information the inquiring customer can use to make an informed decision right away. In the world of UC (Unified Communications), technical customer service calls are handled and processed much differently than they were just a decade ago. Transitioning to a UC platform improves communications both internally and externally by arming employees with better technology tools that add value to the overall communication process. This article contains helpful knowledge and insights to assist you in the transition to a unified communications plat...

Maintain staff productivity No news is definitely not good news from an employee communications perspective. October 2008 research from Weber Shandwick showed that 71% of people felt that their company should be communicating more about current economic problems. Unfortunately, the uncertainty caused by lack of internal communications can cause staff to be less productive. In fact, Workforce Week reported in October 08 that 48 percent of staff said that the economic uncertainty has caused them to be less productive at work. Maintain operational effectiveness Uncertainty due to a lack of effective internal communication can cause high performing employees to jump ship. Low morale within remaining staff can impact customer interactions and damage brand identity. Uncertainty can also damage a company's culture. Competition for internal resources can increase between (and inside of) departments. Focus can shift onto projects that 'look good' but don't really contribut...