Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere—and places an even greater focus on improving customer service. As businesses prepare to take advantage of a revitalised global economy, the phrase ‘we are all in it together’ applies to everyone—not just the contact centre working to accommodate fluctuating spikes in contact volumes and new social media channels.
Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences. Such experiences are driven by insights that lie within the heart of the contact centre and supported by a pragmatic approach to digital transformation.
Calabrio’s new blog series explores the rise of the Connected Enterprise. What do Connected Enterprise businesses have in common? What are the benefits of connectedness to customers? Along the way, we uncover some interesting insights into the elevated role of the contact centre and share a step-by-step plan for transforming your organisation into a truly Connected Enterprise.
Let’s begin by defining what it means to be a Connected Enterprise. Here are the ‘must-have’ attributes of all Connected Enterprises. They represent a key milestone on the new roadmap to success and are a good place to start:
The reality for many organisations however, especially larger ones, is they are frequently divided by disparate systems and disjointed ways of working. One of the biggest barriers to becoming a Connected Enterprise is the lack of data that can provide a clear picture of what makes great customer service and benchmark performance internally and against competitors or industry peers.
The beauty of aspiring to connectedness is the opportunities it provides to:
In our next blog, discover the customer benefits of being a Connected Enterprise. And if you’d like to connect your marketing teams with the contact centre, our new Enterprise CXI add-on can help.