As the concept of the digital workplace takes hold, how do you take control of your multi-vendor unified communications (UC) and collaboration platform to ensure that customer and employee experience remains positive? Have you got a handle on issues that are affecting customer or employee satisfaction?
In the last two years, the working environment for contact center employees and for your staff has changed immeasurably. Does everyone have the UC tools that they need to be successful in their role? Is it affecting their productivity or performance or ability to collaborate and innovate? What impact is this having on your business?
So, it’s important to provide the right tools to employees that promote productivity and to ensure a great employee experience. We call this people centricity and it will fuel your customer satisfaction and business growth.
Once your staff have access to the right tools, they need to know how to use them and use them well, and you need the real-time insight into how and when they are being used. This all contributes to an overall understanding of employee behavior, productivity, and whether your workforce’s experience is positive or negative.
Couple performance management tools with automation management – to extract the UC data, analyze it, diagnose it, and apply corrective rules through automated workflows with minimal to no human intervention – and you have self-healing. That’s a real game changer! Find out more about how VOSS can support your goals: