There’s no denying the fact that each and every day, so many interactions are taking place on so many devices in all facets of our lives. This is happening in the contact center too, amongst agents and customers. It’s simply the way the world works today. Using multiple channels to communicate and collaborate is time-consuming and confusing. And, when it comes to the contact center world, having to outfit your organization with services from several vendors to try and unify your communications ends up being complex and costly. Oftentimes, despite your IT team’s best efforts, all of the tools you’re trying to utilize don’t even integrate well with each other.
Adopting a truly unified communications (UC) strategy will benefit your business and your customers in so many ways. You need tools that enable simple and seamless experiences amongst everyone. With the right software, all of your communication channels are combined and integrated into a single platform that gives users a single view. Let’s discuss three key benefits of offering UC to your employees...
Benefit #1: You’ll attract and retain millennial talent.
Millennials make up the largest block of professionals coming into the workforce or looking for their next job. Millennials are tech-savvy, independent, multitasking employees who have different expectations of the workplace and of their career paths. Instead of adopting technology, they have been born into a tech-dependent world. Because using tech is part of their DNA, they expect to be able to connect with their peers and managers when they want and how they want. It’s core to their way of life and is the best way to support cross-team collaboration when people are working remote and telecommuting.
Millennial employees feel more connected to each other with tools like direct messaging, video, chat, and team calls. Unified communications will help your organization attract, motivate, and retain skilled millennial employees due to how perfectly it suits their social mindset and collaborative work style. Well-built UC helps teams be their most productive, generate ideas and solve problems faster--it lets communications flourish. If you want to find the best rising talent, UC needs to be part of your organization.
Benefit #2: Improve collaboration with teams (so they can better serve customers).
Gone are the days of switching screens, mailing back and forth, and not having mobile UC capabilities. When all your data and communication channels are integrated into one platform--with one view on one dashboard--questions are answered faster, information is found easier, employees can get in touch with the right people more quickly, and customers' previous interaction histories are available to agents. When your people are operating at peak efficiency, the customer experience (CX) improves too. Now that’s a win-win.
Benefit #3: Give employees the flexibility to work from anywhere, anytime, on any device.
Today’s global workforce means people need to stay connected at all times from all corners of the planet. Location is no longer a barrier! Your employees probably don’t want to work traditional office hours either. Since workers are more mobile than ever, they cannot use communication tools that are stuck in the past; they require fast and accurate communication solutions. Your communications platform should let your employees feel as if they are working side-by-side, whether they are working from home or a world away.
Unified communications that are actually unified--think no more siloed technology and omnichannel communications instead--will streamline tasks regardless of team locations. UC makes it easier to manage remote workers too, since it’s quick and easy to instantly catch up with them over video or internal chat. Group chats make it easy to discuss task lists, ask questions, and give feedback.
Don’t Stay Stuck in the Past
Has your company adapted to changing work styles and the growing number of millennials in the workforce? Does it offer team collaboration and video conferencing, as well as supplemental tools like machine learning, recording, and reporting? Employees can only work well together if they actually know each other, right? The faster they can connect and collaborate, the quicker they can work together to solve customers' problems.
If your current communications platform isn’t purpose-built to innately unify all of your business communication channels into one platform, check out Huddle Office. It was built on the belief that work is an activity, not a location. Huddle Office is full of tools that help teams stay connected and collaborate with one click, whether it’s face-to-face video chat, over the phone (using any device), internal chat, and more, all within one platform. Empower and enable your employees -- they'll thank you.