Author - Reelika Tammeoru

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.


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.


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

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

Tech Tips for Schools: Evaluating Mass Notification Providers

Originally published on

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.


What is Call Center Performance Management

What is Performance Management?

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording, quality monitoring, coaching and gamification.

How Call Center Performance Management Improves Customer Experience

When a customer reaches out to your contact center for help with an issue, what do they expect? Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? The answer is both. In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities:

  1. Easy handling of their problem
  2. Fast issue resolution
  3. Friendly, personalized service

While contact center managers can rely on key performance indicators (KPIs) to track metrics like average handle time, after-call work time, customer satisfaction scores and service level, using a quantitative number to evaluate overall agent performance between customer interactions and meeting business goals is key for maintaining high levels of customer experience. That’s where leveraging contact center performance management software can help.

Challenges of Performance Management

Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy. What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel.

Contact center agents may also take issue with the performance metrics being used to assess them. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance. Inherent bias can become an issue, as one call may be seen in different ways by different reviewers.

Performance Management and Customer Experience

Call center agents, like retail workers, are on the front line of customer interactions, and often face frustrated or angry consumers who are upset about a situation and place the blame firmly on the person in front of them. Team leaders report high levels of call center attrition and agent burnout after certain periods of time. Ensuring a quality customer experience in the face of this can be a huge challenge for managers and agents themselves.

Also, the caller simply does not care about whatever internal call center metrics you are using for performance management. All they care about is results, and different callers will have different opinions about their interactions. Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) can help inform you about customer opinion trends in your particular customer base.

How to Measure Contact Center Performance

The best way to assess agent performance in your call center is through a mix of quantitative and qualitative KPIs. Determining whether or not you are meeting your business goals is simple enough, and modern contact center technology is well equipped to give you all the data you need about conversions, average handle time, customer wait time, schedule adherence and more. These kinds of call center metrics can help you to make informed decisions about workforce management and service level.

However, measuring customer satisfaction and overall quality of the customer experience is more difficult, as CSAT and NPS scores can only tell you so much. A high CSAT score might come from someone who felt that their customer interaction was hurried and would have preferred more friendly service. A low NPS score could come from a caller who experienced wonderful agent engagement but didn’t get their issue resolved.

Fortunately, call center AI technologies such as real-time speech and desktop analytics are available for today’s omnichannel contact center. Along with personal observations by the agent, these tools make it far easier to collect data on subjective factors such as a caller’s emotional state.

Next Steps

Knowing where to direct performance management resources is one of the biggest challenges for the modern call center. Agent performance must be assessed between objective measurements like call handling time and more subjective ones such as the quality of customer interactions and customer satisfaction with the results of their call. Call center management must rely on a more holistic assessment for shaping their performance management solutions beyond just numerical KPIs, CSAT and NPS scores.

This article was first published by Mitel.


Webinar & LIVE Demo Replay | MiContact Center Business 9.2. – Powering Customer-Centric Organizations

Panelists: Mark Anderson, Sales Engineer at Mitel and Paul Arigho-Crockett, Enterprise Solutions, 4Sight Communications

MiCC 9.2.: Enterprise-grade, omnichannel customer experience management platform designed to power customer-centric organisations.

One-third of the population is comprised of millennials, and there are now almost 5 Billion mobile phone users in the world. These shifts have brought new challenges to the way your business delivers customer experience. 90 percent of consumers check your website before interacting with your company, and most customers would instead communicate through digital channels like email, chat, and social media.

Mitel’s MiContact Center Business platform is designed to give your customers the freedom to interact with you on their preferred device, using the media that works best for them while giving agents and supervisors the tools to manage today’s omnichannel customer journeys.

MiContact Center Business reduces the cost and complexity of deployment by leveraging your existing infrastructure.

Watch our webinar replay featuring experts from Mitel and be the first to see the LIVE DEMO and hear about the latest updates to MiContactCenter Business 9.2.

Mitel’s MiContact Center Business platform streamlines your contact center operations with technologies that seamlessly integrate with your existing infrastructure investments, including virtual data centers, and deployment across multiple sites.

This webinar is a must-see and not to be missed! Watch today!

Mitel Top Services Partner

Artificial Intelligence: The Next Frontier for Contact Center Customer Experience

The past few years have ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers? The answer is artificial intelligence (AI), which is an answer dripping with irony: fixing a new problem – created by trying to bring a contact center into the 21st century – with a futuristic solution! But, as we marked the 50th anniversary of the moon landing this summer, we embrace the Apollo spirit of solving problems that didn’t exist before we embarked on a seemingly impossible task.

The Digital Era is Here

Just as the 60s was the “race to the moon” era, the 20-teens is the digital era for the customer service industry. Digital transformation is impacting the business landscape faster than ever with notable heavyweights dropping rapidly. According to ZK Research, half of the current S&P will be replaced in the next 10 years. And, more than half of the Fortune 500 since 2000 are already gone.

As has always been the case companies that move fast, innovate and stay ahead of the proverbial curve are the companies that survive or replace the ones that do not. Driving change is the overarching theme and key concept behind digital transformation. It underscores the importance of being agile and adaptable. In fact, digital transformation may be the single biggest issue that permeates all corners of the business world since the Y2K mania.

Are you curious about what AI can do for you?

Customer Experience Reigns Supreme

Consumers have evolved beyond simply comparing products on price. Price wars can be won through a few extra clicks, but customer experience (CX) is the intangible that sets companies apart. According to studies in 2013 and 2015 from Walker and Gartner respectively, CX will overtake all decision-making factors – including price – as the top brand differentiator by 2020. When these reports came out a few years ago, many companies scoffed at the idea that price would not always be the most important component in the buyer’s choice equation. How many companies on this list of retailers affected by the Retail Apocalypse, including retail titans like Abercrombie & Fitch, Dress Barn, Gap, J.C. Penney, Macy’s, RadioShack, Sears, Shopko and Toys “R” Us, held onto to their dependency on price?

Consider the hotel industry. Location is key and so is price, and in some situations that can still make a difference; but CX and reviews on sites like Yelp are often the difference-maker. When booking a one-night stay in San Francisco for meetings at our headquarters, I chose to stay at a national brand hotel near the airport rather than one of several “boutique” hotels within walking distance of our office. While the prices were comparable, the boutique hotels had the clear advantage on location. However, user reviews were abysmal and were ultimately the deciding factor for me.

If you are waiting to overhaul your CX, or are a slow-moving enterprise, you will be left behind (if not already) and competitors are pulling away while you play catch up.

This article was first published by Mitel.


Work Versus Life: It Doesn’t Have To Be a Trade-Off

The conflict of work and life events is an age-old conundrum that faces us all. It’s the choice between a project meeting and a daughter’s soccer game; a work conference or our best friend’s birthday party.

As much as you want to say that, you’ll prioritize your daughter’s soccer game or your best friend’s party, that can’t always be the case. You may realize that if you miss this project meeting, you won’t be able to present to your boss, and then you may not be able to go to that conference in Florida. Or that if you bypass a conference you might miss out on networking opportunities or new skills for your job. That’s when the choice can feel impossible. Advance your career or celebrate your daughter/best friend?

Well, you’re not alone in this struggle. 80 percent of today’s workforce is deskless. Every working person has tried to balance their professional and personal demands. In this fast-paced society where we’re running all the time, most of us don’t even know what down time is anymore. We need a way to communicate and collaborate easily, no matter where we are, so we can keep up.

Go Mobile, First

Instead of letting the conflict of life versus work take its toll, take this opportunity to put mobility first and find a communications system that enables you to work from anywhere. With the right system, you can stay productive, even while being there for those important to you.

MiCloud Connect focuses on ease of use and was built for the mobile workstyle, empowering users to work more efficiently and productively, no matter their location. Collaborate with others seamlessly by leveraging the power of unified communications, so you can work from your smartphone on a project while on the sidelines of your daughter’s game or while setting up your best friend’s birthday party.

Make Balancing Life And Work Easy

An easy to deploy system with plug-and-play functionality, like MiCloud Connect, is a critical part of your team by managing your move to the cloud. Look for a solution with streamlined features and intuitive interfaces so users can easily interact with each other and not have to focus on making the software work.

Have It All

Get more done faster and with less hassle by looking for a fully-hosted, end-to-end communications solution that blends traditional phone system features like call transferring and extension dialing with instant messaging, conferencing, video and even screen sharing, allowing you to save time, reduce travel and efficiently collaborate. You can stay connected wherever you go with a system designed to increase productivity and bring teams together, like MiCloud Connect.

Beyond standard communications tools, make sure your solution includes a mobile app. With the MiCloud Connect Mobile App, you can view your dashboard for upcoming events, recent activities and join meetings with a single tap. Plus, with cross-launch capabilities to Mitel Teamwork, you are always available for instant messaging and conferencing.

Work isn’t a destination anymore. It happens wherever you happen to be. Today’s modern professional is working from home or while on the go. You have to be able to respond to your colleagues quickly and your business communications should be able to support real-time collaboration, securely. How you work is more important than where you work.

You have the ability to work from anywhere and be even more productive with a collaboration and communication system like MiCloud Connect.

This article was first published by Mitel.


Great Expectations For Even Greater Customer Experiences

Everywhere you look, businesses are undergoing digital transformations, from virtual storefronts to artificially intelligent shopping assistants—all driven by a desire to improve the customer experience. In fact, in a 2017 Mitel-commissioned global survey of 2,500 IT decision makers, 59 percent of businesses reported being more than halfway through their customer experience improvements.

We wondered if their customers agreed, so we asked 5,000 adults around the world to rate their customer experiences across different industries. The results, captured here in this research paper, present an eye-opening midterm assessment that reveals many businesses still have a long way to go toward improving the buyer’s journey.

Download this white paper now to find out what your customers expect, and whether you’re accomplishing it.

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