<img src="https://secure.leadforensics.com/161977.png" alt="" style="display:none;">

The past few months have taught us, amongst other things, that there will be a “new normal” – we just don’t know what it will look like yet!

The way many businesses work has been forced to change and there will no doubt be a number of questions that emerge as we come out the other side: what have we done recently that should be carried forward? What is essential for my business in the new normal? What else will help future proof my business?

I’ve spoken to clients in recent weeks who feel a sense of urgency to make changes that they perceive might be necessary, driven primarily by recent events. My advice to them: take your time. Don’t rush into these decisions now.

Why?

Because the new normal won’t necessarily mean that the elements of the ‘old normal’ aren’t still fit for purpose for your business - albeit with some TLC.

Unified Communications (UC) has always offered the flexibility you need today to cover off what might happen in the future. It provides the solutions that enable businesses to adapt to whatever the world throws at them - from inclement weather to train strikes and even pandemics, staff continue to be able to work anywhere from any device.  This will be the same in the new normal. 

My approach when looking at UC solutions for my customers is always about a tailored fit. There is no one size fits all and should never be. It’s personal to each business and their team, so listening to them, learning about how they work and what makes them tick means getting a much greater understanding of what they need. And I don’t just limit this to discussions with the key decision makers - being empathetic to the different roles in the business and becoming an extension of the team means I find I’m able to achieve genuine value for the business across multiple stakeholders. I believe in becoming part of the team working on how to resolve an issue, and not an individual trying to shoehorn a product in to resolve it.  

Everyone using the solution should be able to benefit from it in a way that’s relevant and useful to them. For example, an engineer at a location having an issue and needing to communicate with a technical expert back at HQ who will be able to benefit from using an app to show what they’re doing and get advice. Or a receptionist who will benefit from being able to access call history to show that a call’s been transferred. Being able to empathise with everyone and show how the solution adds value to their role will always lead to greater user adoption and acceptance. 

Our advice for businesses looking ahead is to slow down and take your time to think about how UC will adapt with you, not how your business adapts to it. Don’t just panic buy and choose the first supplier or solution that comes along. Choose someone you can trust to help you through the process, review what you already have, and design and deliver a solution that fits your business. 

Speak to the team

/ Insights / Opinion /

Hybrid Working in the Contact Centre: 5 Considerations for Success

Who would have believed that virtually overnight contact centres could transform? A predominantly bricks and mortar-based operation, forced through the pandemic, was able to move to the majority of agents working from home. Ok, for some it was painful at first, but it proved that homeworking for contact centres was possible and more than that, it highlighted a number of advantages of hybrid working.

/ Insights / Opinion /

The 3 Pillars of Success

The 3 Pillars of Success

Data is EVERYTHING.

How we access and interrogate data defines our strategies around growth. Harnessing the data we gather unlocks the value in our customer base and gives us insight into how to best serve them.