UC&C: The Secret Behind Every Great Customer ExperienceMichael Curran
Experience is everything. For your employees and your customers, their loyalty to you hinges on receiving positive treatment. To stay competitive in our increasingly saturated marketplace, and keep productivity and profitability high, experience is king. Making it easy to engage with your brand, and within your workplace, is an effective way to boost customer and employee experience. That’s where a unified communications and collaboration (UC&C) system comes in.
Better for employees
Your staff are the heart of your businesses. And to them work-life balance isn’t just a buzzword; it’s driving their choices. People want to work more productively, without having to work for longer. In the US, one in ten workers is spending over 50 hours a week on work-related tasks. Across the Atlantic in the UK, the outlook is similar, with 60% of people saying they work longer hours than they’d like to.
And it goes beyond simply the number of hours worked, to the productivity within those hours. Every day, workers navigate multiple channels to keep track of messages: 13% of a typical working day is wasted as a result of inefficient and ineffective communications, leading to nearly £8,000 of wasted time per professional per year, according to the Mitel 2019 Workplace Productivity Report. If businesses deployed more intuitive, effective communication tools, 74% of employees believe it would improve their personal productivity, our report found.
This shift in employee priorities means the future is flexible. 83% of global workers would turn down a job that didn’t offer flexible working. But to make it work, communication and collaboration is key. Businesses need to have in place reliable, unified systems to support effective knowledge and idea sharing to empower employees to work in the way they want.
Better for customers
Customer expectations are higher than ever. It’s never been easier to get the products and services they want, at their convenience, and with greater choice. A bad experience and one in three customers will go elsewhere, even if you’re a brand they love. Without exceptional customer experience that keeps up with agile competitors, organisations can expect to be left behind.
It’s estimated that 86% of customers will pay more for an excellent experience and, in some cases, that adds up to almost 20% more. Excellent experiences require consistency and simplicity. Each communication – whether it’s a call, a click, a text or email – needs to be engaged with quickly, smartly and consistently, so a customer doesn’t have to reiterate information about themselves or wait while you compile their profile. Disparate processes and communication systems can stop this from happening.
By adopting a unified communication system, businesses have one, accurate view of the customer, creating a joined-up experience that’s efficient to manage and meaningful to customers.
Better for business
More productivity from staff and greater spend from customers all lead to a more successful business. For employees, it means more time for innovation, cutting downtime in navigating numerous communication apps. Plus, with improved collaboration and experience, expertise is more easily shared, more quickly. It makes for a better environment to produce new and exciting ideas, while allowing them to work in the flexible style that they prefer.
For customers, you become easier to interact with. They’ll be more likely to offer repeat business, and they’ll tell their friends about you.
Whether it’s to attract new talent, retain existing staff, gain increased spend from customers, or a combination of all these, a seamless UC&C system delivers the experience consumers and staff expect. And the seamless nature of a unified tool lowers operating costs too, eliminating multiple licenses and reducing IT maintenance costs.
Discover a more connected future
At Mitel, we understand that you’re focused on driving change and we know it’s your responsibility to improve both employee engagement and customer experience. With increased expectations and demand for a seamless workflow across platforms and devices, wherever users are located, you need the power to choose a technology solution that delivers confident collaboration, while integrating with your existing systems.
Creating a workplace that delivers the right experience for customers and employees, as well as achieving fast ROI, requires choice. At Mitel, we can offer you choice by being more flexible than anyone else. We work within your existing network to let you choose how you move to the cloud, and how and where you’d like us to support your culture of flexible working, so you and your employees can work in the way you prefer.
We make communications simple for our customers. Using our agile approach, you can rely on us to meet your unique business requirements, eliminating technical complexity along the way. We can help you drive your business forward, delivering easy communication between teams for better idea sharing and productivity, and improving the customer experience across every touchpoint.