2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.
LTE is spreading across the globe. Yet Mobile Service Providers still have to figure out how to best leverage the speed and capacity that LTE brings to create value for their customers – not to mention how best to generate more revenue.
In the contact center, supervisors and managers often run into similar situations. Most agents go through an initial training when hired, but over time they may forget some of the tactics they learned or realize they need more knowledge about a certain topic or software program. With everyone operating at different levels, it can be challenging to provide consistent, high-quality service to every customer who reaches out to you.
The more widespread the adoption of Unified Communications across a company’s internal and external audiences, the greater the benefits. But the first step is to ensure that the IP infrastructure has adequate resources to intelligently integrate all the required voice, video, and data sessions. UC systems must reach hundreds of thousands of endpoints and it is critical that every customer contact, whatever the mode, be straightforward and easy-to-use.