Call Center Management Featured Article
Eliminating Silos Can Improve CX and Productivity
The term “big data” points to the fact that a lot of potentially valuable information exists. But, when the data organizations need to understand customers reside in separate systems and departments, and businesses don’t pull it together, analyze, and act on it, big data fails to realize its promise.
The same is true of human resources. When people from different departments can interact, they can help find answers for customers and even innovate. But, when individuals from various units within an organization are on different communications and collaboration systems, that can prevent them from working together to deliver solutions.
The answer is to eliminate the communications and collaboration, data, and cultural and organizations silos that now exist at businesses. These silos impede customer service and productivity. They reduce efficiency and waste resources. And they’re no good for company morale.
So what should we be doing and using instead to eliminate silos?
We should work to create a culture of communicative leaders who value customer and employee input, and encourage employee engagement. Using a communication and collaboration platform to keep everyone in the loop on new initiatives. And building a tradition of ongoing training, position everyone to keep moving forward, staying on the same page, and serving customers well.
Part of serving customers well also involves understanding who they are and where they are in their relationship to your organization and your solutions. Creating journey maps of customers can help drive that understanding. And implementing
omnichannel communications and collaboration solutions so customers can move from one channel to another seamlessly – and without having to start from the beginning with each interaction – is also key.
Communications and collaboration solutions also can enable people to work from wherever they are. And that can expand your pool of employee candidates, increase job satisfaction of your workers, and make for happier employees and thus happier customers. Plus, enabling staff to work from home can decrease absenteeism and help your business continuity efforts.
Edited by Mandi Nowitz