In our last blog, we established what it means to be a Connected Enterprise and the benefits such connectedness brings. We then discovered how everyone gains, from employees to customers.
We learned how the secret to success lies in promoting a Connected Enterprise ethos that enables everyone, regardless of department, function or job role, to work together on cultivating better customer relationships. By eliminating data silos and combining departmental forces, Connected Enterprises can enjoy far higher levels of workforce and customer engagement than their peers.
In this second blog of the series, we reveal the most common barriers to becoming a Connected Enterprise and how to overcome them. We conclude by recommending three practical tips and techniques to guarantee a smooth transition to all-round connectedness.
At first glance, becoming a Connected Enterprise is just another task to add to a growing ‘to do’ list and an unnecessary extra cost. This is where the Cloud comes into its own, at once simplifying and accelerating a state of connectedness without the need for new staff or expensive IT. The latest cloud-based solutions seamlessly link all contact center, CRM and critical business data to give a totally connected view of operations in real time. Moreover, they automatically boost scalability, making it possible to add new agents and features in an instant.
When looking for a BI solution, look for one that offers this kind of functionality: a VoC solution that can connect everything together and seamlessly pull in data from any source. For example, Calabrio Analytics customers can apply the new Enterprise CXI dashboards to get going.
With the Cloud, there is no disruption. Cloud-based solutions are designed with inbuilt security features that protect the integrity of in-house and customer data while supporting compliance with important legislation such as the General Data Protection Regulation (GDPR). Special permissions settings ensure the right people have access to only the functionality and data they need. What is more, when someone leaves the company, their data history is retained inside the organization, while their privacy is protected on the outside.
The most common customer concerns can be allayed, however, true self-confidence comes from within. So, what tips can Connected Enterprises share with their more hesitant peers? Here are 2 ways to encourage the right mindset:
Finally, aim to work with technology partners who combine cloud-first thinking with flexible yet tightly integrated technology for maximum impact. For instance, the best workforce engagement management (WEM) solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting in a single easy-to-use platform for all-round IT connectivity and customer connectedness.