Free lunches and growth opportunities are just one side of the happiness equation. Employees generally want to be productive to feel satisfied at work. The reality is, if you want employees to be happy at work (or working from home) you need to empower them with the tools they need to succeed, and that includes having the right technology.
Studies show that 57% of employees working with inadequate and obsolete technology at work say it has negatively affected their productivity and morale. With disjointed tools and software, companies are preventing their employees from driving high customer engagement, which ultimately affects the bottom line. In particular, communications is at the forefront of the movement toward employee empowerment. Employees need the right tools to effectively communicate and collaborate with coworkers and customers, but 33.3% of workers feel their communications technology are far too outdated, and over 66% say it has a big effect on how they do their jobs.
As communications technology continues to evolve, organisations that fall behind will find it harder and harder to nurture the employee experience—and thus the customer experience. To prevent that from happening, it’s critical to understand the communication challenges faced by both employees and customers, and how the right tools can help build lifelong customer relationships.
Today’s employees are technologically overwhelmed
In a typical workday, employees juggle chats, emails, project management tools, video conferencing apps, 20 different browser tabs, and a million items on their to-do list, not to mention phone calls, meetings, and other business tasks. Employees want to be able to do their jobs effectively, but with so many applications in front of them, work becomes increasingly more stressful. Workers today are wasting up to 60 minutes each day navigating between apps, with the majority of them toggling between 10 apps in a single hour.5
But it’s not just the deluge of applications causing workplace stress. Agents in contact centres and customer support departments face a slew of additional uphill battles. For starters, many contact centre agents are locked into “agent silos,” where customer reps are disconnected from the rest of the organisation due to different communications apps, remote work, and time zones.
At the same time, less than 50% of agents have chat, text, video, and/or social interactions available in their contact centres, and among those who do, 74% have to toggle between applications to help customers reach resolutions.
Achieve your business goals together
A combined UC and contact centre solution extends your business’s collaborative spirit with your customers. By enabling your agents to reach experts in a matter of seconds, they are significantly more equipped with the knowledge and tools to serve your customers. But it goes far beyond the customer experience. Modern, scalable, easy-to-use communications solutions meet the needs of today’s workforces and keep your employees happy, knowing that their employers support them every step of the way. Happy employees and happy customers go hand-in-hand. This will ultimately facilitate collaboration on all fronts and drive your company’s bottom line.
To find out more read the complete ebook here.
Originally published 15 Jul, 2020
