WHITE PAPER | How to Increase Contact Center Agent Productivity

Contact center success can be a moving target. There are multiple variables that need to line up, and many of those depend on the effectiveness of your agents. This eBook will provide you with tangible tips, tools and practices you can implement today to enhance agent productivity in your contact center. You’ll hear from industry leaders, gain workplace productivity best practices and get psychological principles to help keep your goals in clear sight and hit your mark with greater consistency.

Key topics:

  • Improving managerial practices
  • Enhancing productivity with the right tools
  • Streamlining processes
  • Enhancing contact center agent productivity

This content was first published by Mitel.


See how 4Sight can help you provide a great customer experience. A seamless, omni-channel experience drives revenue by improving customer loyalty.

If you want to find out how 4Sight can help you redesign your current contact center or to just find out more information, please contact us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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REPORT | 2019 Workplace Productivity and Communications Technology

What’s really hurting productivity in your organization? Ever wonder about the financial impact it can have on your business? Your organization’s communications and collaboration practices and technology play one of the most important roles when it comes to employee productivity. And it turns out they can have a big impact on your bottom line too.

Research shows that businesses could recoup over $10,000 per employee per year with more efficient communications.

The Workplace Productivity and Communications Technology Report looks at key trends in business communications for North America and Europe plus dives into how existing communications and collaboration practices are impacting both workforce productivity and the bottom line. In this report you’ll discover:

  • How communication inefficiencies are impacting workers and your organization’s success
  • Nearly 15 percent of employees’ total work time is wasted inefficient communications.
  • The factors preventing your company from effectively using communications and collaboration technologies – and how to fix them

This content was first published by Mitel.


See how 4Sight can help you provide a great customer experience. A seamless, omni-channel experience drives revenue by improving customer loyalty.

If you want to find out how 4Sight can help you redesign your current contact center or to just find out more information, please contact us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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WHITE PAPER | 2019 Contact Center KPI Report

Learn how to use KPIs to establish a solid foundation for accelerating the success of your contact center.

As business levels ebb and swell and the contact center evolves, it’s critical to hold a clear vision of how you and your team can continue to deliver the most value to your business. Key performance indicators (KPIs) give you the inside view of your contact center. With them you can identify, measure and achieve the most success from interaction to interaction.

This report outlines which KPIs bring the best results and how you can ensure your analysis is focused on what matters the most to your business.

Key topics include:

  • Improving managerial practices
  • Enhancing productivity with the right tools
  • Streamlining processes
  • Enhancing contact center agent productivity

 

This content was first published by Mitel.


See how 4Sight can help you provide a great customer experience. A seamless, omni-channel experience drives revenue by improving customer loyalty.

If you want to find out how 4Sight can help you redesign your current contact center or to just find out more information, please contact us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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How to Host an Effective Meeting with Mitel Teamwork

Meetings. They provide a chance for us to get away from our desk, interact with a few co-workers and collaborate to get projects done efficiently, but they don’t always run perfectly. Sometimes it can feel as though a meeting is never ending or that nothing important has been accomplished. In fact, the typical professional attends over 60 meetings per month and approximately 50 percent of meeting time is wasted.

Whether you are organizing meetings or simply attending them, you owe it to yourself and your team to make the most of every minute. Just imagine how much more could be done if your meetings become just one percent or even five percent more effective. Here are 5 ways to improve your meetings.

1. Set An Agenda

Create a list of topics to be discussed and make sure that necessary materials are provided to attendees at least one day before the meeting. Upload the agenda to the respective workspace on Mitel Teamwork, a cloud collaboration tool, so that it is easily accessible by all attendees, even if they are attending remotely. For frequently held meetings, such as a weekly project check in, you can save time by creating a meeting template. Once you have that in place, preparing an agenda is as simple as filling in the blanks.

2. Check Progress Of Tasks Already In Place

Already have tasks doled out in Teamwork? Check their progress easily within each workspace. Completed and not, you can easily swipe through to know what items may need to be addressed or covered in your next team meeting. Tasks allow you to stay updated on any project and ensure everyone on the team knows what has been accomplished and what still needs work.

3. Start On Time And End On Time

You don’t want attendees counting down the meeting minutes, but you should be watching the clock. Take charge of managing time. When people attend a meeting, they cannot do anything else. Make that time count! Starting the meeting on time and ending on time (or even a few minutes early!) will quickly enhance your reputation as an organized person. If you are running a complex meeting or a meeting with a large attendee list, consider asking a colleague to serve as timekeeper. Arrive early if possible and avoid back to back commitments on your calendar whenever you can.

4. Take Notes And Send Out A Recap

Taking notes in meetings is an essential skill that not enough people take seriously. The key reason to take notes in a meeting is to record any questions or assignments that have been directed to you or that you have assigned. Taking notes on paper can be more effective than using a computer, tablet or other device. Even if you have a fantastic ability to focus on the meeting, other people may assume that you’re catching up on email instead of paying attention. Bring a copy of the agenda and use it to guide your note taking. Focus on the decisions made in the meeting and items that require further work. Marking down who has been assigned what can also be a way to keep attendees accountable. Sending out meeting minutes within 24 hours of the initial meeting, even a few paragraphs or bullet points, is a best practice. Minutes can be uploaded to the cloud collaboration space in Teamwork to ensure everyone has access.

5. Assign Tasks

After a meeting, run through your notes and find what tasks need to be updated or created to ensure all projects are up to date. Easily delegate project with Teamwork in the appropriate workspace and assign tasks quickly. Additional information necessary? Send a file out in the workspace, or in a 1:1 chat, to allow easy access at any time.

Equipping employees with virtual workspaces, Teamwork is a spot where employees can come together to work closely and communicate effectively, all in a secure environment. Accessible by PC as well as the mobile app, team members can be updated from anywhere, at any time. Whether you need to share documents, create and assign milestone tasks, or even host a meeting, Teamwork is the application for you.

This article was first published by Mitel.

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6 Communications Habits of Agile Teams

An agile team is “marked by ready ability to move with quick, easy grace; having a quick, resourceful and adaptable character.” Sounds good, doesn’t it? Who wouldn’t want their teams to be agile?

But creating a truly agile team is no simple feat. How do they behave? What qualities do they possess? In other words, what does an agile team really look like on a typical day? Of course, there are numerous communications habits that characterize agile teams. But some habits in particular can be enhanced with the right technology. Consider, for example, how hosted phone systems and solutions help teams collaborate, share ideas and get more done in their workday. Curious? Here are six communications habits of agile teams – and how technology enhances collaboration.

6 communications habits of agile teams

They’re Always Reachable.

You can’t be agile if you’re disconnected. A hosted collaboration and communications solution, such as MiCloud Connect with Mitel Teamwork, provides a single experience across devices and lets workers seamlessly move from one device to another. Team members are always “on” and thus more responsive. Agile employees work best when they have access to all communications features, even on their mobile devices, so they can keep working no matter where they are.

They Share Information In Real-Time.

Being quick and resourceful requires real-time communications. Hosted phone systems and solutions that mirror conversations across all devices in real time allow team members to keep their finger on the pulse of all projects and discussions. Single-click audio, video and web conferencing, in addition to individual and group chat, keep the lines of communication open at all times. No one feels “out of the loop.” The result? The team makes smart decisions based on the latest information and on a collaborative discussion that takes all viewpoints into account.

They Keep Team Members Informed.

Information is useless if it’s not shared with the right people in a timely manner. Persistent workspaces foster collaboration and allow users to chat, share files and even create tasks. Everyone has access to the information they need to do their jobs, and people know what they’re responsible for. The tasks performed by each team member complements those of their colleagues, with everyone working toward a well-understood solution. Of course, it’s not surprising that well-informed people accomplish more, since they don’t waste time searching for information or make decisions that have to be undone after the fact.

They’re Organized.

We dare you to find an agile team member who’s disorganized. Organization is a critical quality of responsive and adaptive teams. A robust hosted phone system such as MiCloud Connect makes it easy with task management and file sharing. Consolidate conversations and activities into one space for quick access to anything you need during the workday. Calendar and email integration take organization to a new level, keeping team members on top of events, client meetings and messages.

They’re Mobile.

In today’s world, agile and mobile go hand-in-hand. A communications solution is nothing if it doesn’t offer full mobile support. Features such as a mobile app for Android and iOS, Siri integration and Bluetooth support provide teammates the hands-free experience they need to stay connected without being tied down.

They Track Progress On Projects.

Agile teams reach the finish line faster by knowing exactly how far they’ve come and what they still need to do. A virtual workspace app such as Teamwork lets them know what activities still require attention. A personal dashboard makes it easy to see project status, propelling each team member toward their ultimate goal.

All you need is the right hosted phone system and solution

Ready for an agile team? All you need is the right communications technology. A hosted phone system and solution that provides innovative features and functionality can turn any team into a well-oiled machine whose information and ideas flow freely.

In addition to the system features mentioned above, other key items to look for in an agile-friendly system include:

  • CRM integration, so your team has instant access to customer and client data.
  • Flexible phone options, such as IP phones, softphones and a mobile app, so people can choose how they communicate.
  • Ad-hoc audio and video conferencing to share information and get answers to questions quickly.
  • Business SMS, so co-workers can text each other from their business lines.
  • Shared contact lists with search functionality, so team members can reach out to the right people when questions or issues arise.

Be graceful. Be nimble. Be responsive. Be adaptable. Be agile. Arm your team with a hosted phone system that makes it easy to talk, chat and share ideas and information easily and quickly. Create an environment that makes collaboration a breeze and completing projects a snap. Make your team the best version of itself. Give them the tools they need to begin your transformation today.

This article was first published by Mitel.

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Foster a Positive Culture with Collaboration Technology

A positive company culture is essential for reaching high levels of productivity and achieving successful business outcomes, experts say. And yet, as the workplace changes, it’s ever more challenging to build an engaging work environment. As a manager and business owner, you know jobs aren’t just 9 to 5 anymore, for you or your employees. Nor are roles limited by location. More and more of your workers do their jobs remotely today, whether by choice or necessity.

So how can today’s small and medium-sized business owner create a positive company culture — especially in a highly competitive marketplace – with fewer resources than big organizations?

Part of the answer lies in cloud-based technologies. Hosted phone systems, like MiCloud Connect, foster collaboration, productivity and a positive work environment. Collaborative workspaces and mobile communications bring your team together, no matter where everyone’s working.

Hosted Phone Systems Provide Flexibility

Gallup identified the growing trend of remote work in its most recent State of the American Workplace Report. The researcher found that between 2012 and 2016, the number of remote workers rose to 43 percent, from 39 percent – almost half the workforce! Add to this contract and gig workers, and you’ve got a very fluid dynamic.

In fact, Gallup reported that 29 percent of all U.S. workers have some kind of alternative work arrangement (such as remote working or flexible work hours) in their primary job and over a third (36 percent) participate in the gig economy. No wonder pulling together your team can feel a little like herding cats.

Flexibility Increases Retention And Reduces Costs

Today’s workers see flexibility as an essential ingredient of a positive organizational culture, so giving them flexibility in how and when they work can increase retention, Gallup discovered. When asked what would motivate them to switch jobs, over half of employees (51 percent) said they’d move for a position that provided flextime. Over a third (37 percent) would switch jobs for the ability to work remotely.

Flexible work arrangements aren’t just about pleasing employees. They can offer companies significant cost savings, too. When you don’t need a desk for every employee, for instance, you don’t need to lease as much physical space. With a cloud-based communications system, you also save money on hardware and software upgrades. Your remote workers can connect to the team via any device, like their own mobile or laptop. And software is kept current by the vendor, so you don’t have to worry about updates.

But because of these changing work arrangements, team members today communicate more through email, instant messaging and conference calls, all of which have weaknesses. Important information gets lost in a thread of emails. Files aren’t easily accessible to all team members. Redundant or confusing technologies make conference calling a major headache. A hosted phone system is one way to help employees working virtually communicate easily with colleagues in the office, as well as with clients.

A Culture Of Collaboration

In order to get the most productivity and employee engagement from today’s workforce, leaders need to foster a collaborative culture. Here are some tips.

    1. Provide effective collaboration technology. A hosted phone system enables team members to easily communicate and share essential information. For example, they can share documents in a central location that everyone can access – when they’re off-site. They can schedule and initiate audio and video conference calls at a click of a button, using mobile-first technology so remote team members can easily join in. And, they can share their screen during calls so everyone is literally on the same page.
    2. Model the behavior you want to see. To create a collaborative environment that brings out the best in all your workers, you need to model the open, supportive behavior you want to see in your team. Be receptive to different ideas and make sure everyone has a chance to contribute. Perhaps it shouldn’t need to be said, but be sure to use the collaboration technology yourself. Show them how it can support productive communications.
    3. Make time for face time. Even though many employees like working virtually, good managers know that face-to-face interaction is always important. Daily or weekly video calls, one-on-ones and off-site team meetings keep the communication channels open. Gallup found that optimal engagement occurs when workers spend three to four days working off-site and one to two days in the office with colleagues.
    4. Cut down on meeting time. Workers today often complain of too many meetings, which leaves them without enough time to get their work done. A team leader who really wants to create a positive, collaborative culture knows meetings aren’t always the best way to achieve results. With a hosted phone system, you can actually cut down on meeting time. Using a central shared platform on the cloud, team members can track progress, assign tasks, communicate asynchronously through messaging and email, initiate calls and share documents, all within a single application. No matter where they are geographically or in which time zone, no matter the device they’re using, colleagues can communicate more effectively with the right communications technology.

How To Choose A Hosted Phone System

Technology can be fun. It can also be maddening. Too often companies get lured in by the latest free app, then by the next one and the next one. Before you know it, your layers of technology are making work harder, not easier.

When choosing communications technology to foster a collaborative culture, choose a system that is:

  • Simple. Choose a one-step, cloud-based communications solution like MiCloud Connect that provides intuitive, easy-to-use tools.
  • Mobile-first. Workers need to connect no matter the device or location. That means many employees will communicate via mobile – even if they’re in the office. Choose a solution that works seamlessly on any device.
  • Robust. Your employees might share a common corporate culture, but everyone has their own way of getting things done. Some teams work best with a shared workspace, while others are more productive during scheduled video conferences. With a hosted phone system, you can accommodate every style and need.
  • Flexible. Be sure your communications vendor offers a variety of pricing options that fit your company’s budget.

A hosted phone system like MiCloud Connect can provide the tools your growing company needs to create a positive and healthy culture while still making the best use of your limited resources.

This article was first published by Mitel.

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WEBINAR | Improve Your Public Sector Contact Centre Efficiency

Panelists: Felix Winstone, Director, Talkative, Stephen Williams, Head of Channel Partnerships, Talkative and Paul Arigho-Crockett, Enterprise Solutions, 4Sight Communications

Provide improved and more efficient support to your residents or customers by maximising your existing contact centre resources.

Public sector organisations have to deal with extremely high volumes of enquiries daily. Providing support for a public sector community, whether that be residents, patients or students can be particularly challenging for agents due to the wide variety of needs they may have.

Being able to provide multiple channels such as live chat, web calling, video calls or co-browsing sessions along with intuitive data and a feature-rich contact centre dashboard can make it much easier to deliver tailored, efficient support for each individual case. By managing these workflows within the same place, contact centres can enjoy increased levels of customer satisfaction, improved resolution rates and a reduction in contact centre wait times.

We invite you to join 4Sight Communications and Talkative on Thursday, 26th of March 2020 at 11:00 GMT for a public sector focused webinar to see how you can provide improved and more efficient support to your residents or customers by maximising your existing contact centre resources.

Why should you attend?

  • Learn how you can optimise your public sector contact centre efficiency
  • Find out how you can deliver key public sector functionality with cost-efficiency
  • Understand how current public sector organisations are already using Talkative
  • Discover the benefits of WebRTC and joining up your website interactions with your Mitel Contact Centre

With Talkative solutions, you can offer web chat, web calling, video calling, or co-browse sessions to website users to solve their queries faster while reducing contact centre wait times.

Benefits of implementing Talkative WebRTC for Public Sector:

  • Remove language barriers with Instant Language Translation into 96 languages
  • Improve accessibility for hard of hearing through video calling
  • Automatic routing of calls through existing telephone systems
  • No need to buy in new telephony systems
  • Users do not need to download plugins or sign-in to use the software
  • Integrate into leading contact centre systems and CRMs such as Mitel and Salesforce
  • Leverage unified queueing, reporting and agent management
  • Improve first-call resolution rates through personalised conversations

Register today and join our Webinar featuring Live Demo with Talkative on Thursday, 26th of March 2020 at 11:00 GMT.

Mitel Top Services Partner
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WEBINAR | Revolutionise Your Contact Centre

Panelists: Felix Winstone, Director, Talkative, Stephen Williams, Head of Channel Partnerships, Talkative and Paul Arigho-Crockett, Enterprise Solutions, 4Sight Communications

Maximise Digital Sales and Service by Integrating Website Journeys with your Mitel Contact Centre

Today’s customer is digital first, and the most successful contact centres manage all of their customer interactions through the online journey. Join our webinar featuring product experts from Talkative to explore how your organisation can embed calls, chats, video and co-browsing into their websites, driving digital sales and service while boosting contact centre efficiency with Talkative Engage Platform.

Talkative platform enables you to embed website contact and interaction data into your existing CRM and contact centre systems, including Mitel Contact Centre and Salesforce Service Cloud.

Why Talkative?

  • Get tools and service you need to convert, engage and support customers at scale
  • Easily configurable and highly customisable
  • 24/7 SLA support, on-site training, ongoing developer assistance and proactive account management
  • In-depth platform reporting, insightful analytics and integration with CRM, CC and Google Analytics

Why should you attend?

  • Discover strategies to make your agents more efficient
  • Learn how to enhance your Contact Centre with digital customer service functionality

With seamless Mitel integration, Talkative helps you provide exceptional online customer service while leveraging your existing contact centre workflows. The only pure-play live chat solution to offer native integration into the MiContact Centre (MiCC) platforms.

Register today and join our Webinar featuring Live Demo with Talkative on Thursday, 5th of March 2020 at 11:00 GMT.

Mitel Top Services Partner
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Tech Tips for Schools: Evaluating Mass Notification Providers

Originally published on syn-apps.com

To ensure you’re prepared for an emergency of any kind, consider these tips for evaluating a mass notification system.

Mass notification systems serve as the “communication engine” that unites disparate technology into a single platform used to rapidly relay information, a critical component of school safety initiatives.

Finding a trusted mass notification system provider with technology that adapts to your evolving needs is crucial. Schools should choose a provider that offers a simple and reliable notification experience ― one that’s compatible with multiple systems and services, and can provide multi-channel communications to the right people at the right time.

Here are some key tips for schools to consider when evaluating mass notification systems:

Understand Your Technology & Mass Notification Needs

Reviewing and testing existing systems and processes helps clarify mass notification needs and identify potential communications gaps. For example, activating a district-wide notification may be challenging if buildings are equipped with different systems. Notification software can help schools overcome this by connecting disparate systems.

Unite IP and analog systems – Advanced notification systems should be scalable to unite existing analog technology, like speakers and intercoms, into the IP network. This streamlines notification management and extends the life of legacy systems.

Broadcast quality audio to ensure alerts are heard – Intelligible audio is critical when communicating information to speakers in noisy areas, like classrooms, gymnasiums and packed hallways.

Know Your Audience

Whether broadcasting daily announcements, paging faculty or initiating a district lockdown, schools need a system that supports dynamic notifications for various situations. It’s also important to understand which communication mediums are most effective to reach your intended audience.

Activating a panic button to alert safety officers during a classroom emergency may require a more discrete communication process than broadcasting daily announcements across classroom speakers. Robust notification systems should be scalable to simultaneously alert devices, such as:

On-premise communication – IP phones and speakers, intercoms, analog devices, bells/beacons/strobes, desktop computers, panic buttons and digital signage

Off-premise communication – Mobile phones, SMS messages, IM clients, email, text-to-speech services and social networks

Automated Alerts Save Time And Resources

Automation increases safety and situational awareness by eliminating the need for a person to manually activate alerts. Automated alerts are especially beneficial during emergencies when every second can make a difference. Examples of automated mass notifications include:

Scheduled notifications – For routine communication, like daily announcements or school bells

Automated weather alerts – Connect with government agencies that send weather alerts to receive automatic notifications for severe watches and warnings in your area

One-touch activation – Connect panic buttons to automatically initiate emergency procedures for situations like lockdowns and building evacuations

Email monitoring – Alert personnel when incoming emails match specific filters, like email addresses or keywords

Select a robust mass notification system that embraces the mobile-first world to keep everyone informed and connected, no matter their location. Leverage two-way messaging, multimedia push notifications, geofencing support and more to go beyond on-site only and provide information in both emergency and non-emergency situations.

This article was first published by Mitel.

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