Also, a lack of training is evident in businesses; the user experience is essential when implementing new technology. The solution needs to be easy to use and will make the employees job easier otherwise they wont use it. Many businesses and organisations think that once they have deployed the technology that the job is done, but ownership of a project needs to be announced from the start. Training requirements also need to be put in place to ensure that everyone understands how to use the technology and that it wont just be a fad and it will be continued to be used on a daily basis. Back to basics
Businesses need to get back to basics. External providers can work closely with businesses to hold discovery workshops, conduct individual meetings and focus groups with different departments to ensure that technology is part of the main fabric of the business and aligned to the business’s objectives and strategy. They will discover what technology they need and how to align the business services with the operations, and how to embed the technology into their processes. The unknown
Businesses often have the technology they require in place but don’t know what to do with it or understand how it will help their business. How it will improve productivity amongst staff or how it will improve customer service? Experts can help guide them with this; it maybe as simple as call routing by igniting the auto-attendant so the caller is greeted with pre-recorded messages to ensuring that all calls are routed to the correct person. Customer is king
Customer experience has never before been so huge; brand reputation is now everything and if a business has an unsatisfied and upset customer then the entire world could know about it in seconds via social media. CEOs and members of the board are now owning the “customer experience” space, in contrast to it once being a job that lay on the fringes of marketing. It is no longer just about communicating customer experience in marketing material it is about the entire company being focused on owning the customers’ experience and incorporating it into its culture. Technology can help to improve the customer journey by implementing a multi- media contact centre and presenting different options for customers to contact the agents, including social media. Ultimately technology can only benefit businesses if it is aligned with the business’ objectives, strategy and operations, and correctly embedded into its processes. The success is dependent upon the silos that need to be broken down, ownerships that need to be established and the lines of communications opened. This will create an open and collaborative working culture where everyone is united and working towards the same goals. Jonathan Sharp is a director at Britannic Technologies.
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