Matt Newing, Founder of Elite Group – one of the UK’s leading IT and unified communications providers – explains why organisations need to evolve to meet the new demand for unified communications.
Often the first point of contact for customers, contact centres represent the ultimate communication touchpoint between your business and customer base. In the past, the only way to contact a business was via a telephone. These days, customers value and expect a variety of communication options, such as email, instant chat and even social media.
In a society that values instant communication, contact centres have become a critical bridge for businesses relying on digital channels to communicate. Indeed, to remain competitive in an ever-changing market, contact centres must evolve to meet this new demand, embracing unified communications to win new business and keep existing customers happy.
Indeed, outdated technology can have dire consequences for customer service and potentially prevent your business from reaching its true potential.
Adopting a UC approach fundamentally empowers businesses to offer a broader and better customer experience through improved internal collaboration. Offering a centralised hub for all types of customer communications, UC technology allows information to be shared and exchanged efficiently, enhancing your overall customer experience through greater internal collaboration. It also allows you to treat each channel of communication in the same way, combining your company’s diverse contact options into a single queue for easier, better management of customer enquiries.
