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  • EX is proving to be the X Factor in business

    EX is proving to be the X Factor in business

    EX is proving to be the X Factor in business

    EX or employee experience, put simply, is how employees feel while working with an organisation. This is determined by a cumulative set of factors that may be subjective but nonetheless critical in deciding whether they stay or leave.
    Successful CEOs have realised that there is great value in a superior EX. If they want to take their organisations to greater heights, then they need a team of committed and contented employees to execute that vision.
    With the Covid 19 pandemic changing work dynamics drastically, employees are struggling to fulfill their professional responsibilities amidst a host of challenges. There isn’t a better time to get cracking on your EX plans, if you want your employees to continue working with you in the long run.
    Why is EX superior?

    Taking those calls

    • It decides whether you can draw and retain the best talent in the industry.
    • It differentiates you from your competitors as an empathetic brand with a people-first approach
    • It increases your brand goodwill and loyalty among employees, customers and stakeholders.

    How to improve EX?

    Make it easy to work with you:

    A growing organisation with clear-cut goals broken down into specific targets, equipped with the necessary infrastructure and resources to help people do their jobs is the kind of organisation people want to belong to. With basics in place, they are more likely to give their best.

    Simplify and streamline:

    Take a hard look at your current functions and processes. Are they unnecessarily layered and complicated causing delays and overlaps? If you want high-performing employees, then simplify structures and operations where necessary, to ensure that they are able to deliver productive output with minimum hassle.

    Culture matters more than you think:

    Studies show that more than anything, employees leave companies because of toxic organisational cultures, petty politics and unhealthy work environments. People need to feel accepted and respected to express their opinions, interact freely and develop ties with their colleagues.

    Give and take feedback:

    The modern-day employee would much rather take feedback on their chins, learn and grow than trudge ignorantly on their own unaware of the mistakes they are making or the ways to improve. Similarly, they appreciate working with leadership teams who encourage dialogue by listening to their side of the story and resolving their issues

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  • Workforce Management in turbulent times

    Workforce Management in turbulent times

    Workforce Management in turbulent times

    The truth can’t be ignored anymore. The modern workplace isn’t limited to four walls and one roof. Over the years, it has been opening up to encompass the whole world when suddenly a pandemic hit and along with global expansion, a parallel phenomenon took over. Offices began shrinking into living rooms and bedrooms, as more employees were forced to telecommute!
    Here you are, with a global client-base and now, a significantly spread-out workforce with their own set of challenges, operating from the confines of their homes in multiple geographies and time- zones. But while your growth mindset acknowledges the need for workforce modernization, you can’t stop for long to re-strategize, in the interest of business continuation and commitments to clients and stakeholders. You would, in all probability, have to adapt and implement at the same time. Thankfully, you have a friend in next-generation workforce management technology. A strategically designed infrastructure makes it easy to consolidate your entire workforce into your mobile phone or laptop, by building you a virtual command centre from where you can effectively manage your employees without losing precious time or business.

    How exactly does technology help you achieve that? Let’s take a
    look at some of the ways:

    Taking those calls

    It starts with making some decisions on how to best optimize your workforce. Investing in business process automation for certain functions like customer service boosts operational efficiency and lessens the burden on your team, freeing them up for specialized tasks requiring human intervention.

    Moving to the cloud

    Today, UCaaS and cloud technology make it possible for your team in scattered locations to share data and work together seamlessly on the same project by providing a centralized communications platform.
    Unleashing your innovative streak
    From AI-based scheduling and staffing systems to time and task-tracking apps, the modern workforce management technology comes equipped with a wide range of customizable and scalable solutions that ensure maximum productivity, greater transparency and improved employee morale.
    Technology enables you to put in place a smooth and efficient workforce management system that streamlines operations and brings you closer to your team. But most importantly, it ensures that your employees and business flourish no matter the changes and crisis situations that come your way.

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  • How to make remote working more enjoyable for your employees

    How to make remote working more enjoyable for your employees

    How to make remote working more enjoyable for your employees

    Working from home has become a reality of life for employees all across the world. It hasn’t been easy, with a huge number of people admitting that they are constantly overwhelmed and stressed. Forbes quotes data from Mental Health America where 75% people working from home have reported alarming levels of burnout.
    Being a concerned and responsible employer, there are ways in which you can make remote working a little better for your employees. Here are some of them:
    Touchbase more often
    As a leader, you can always be accessible even when physically absent. The usual sit-downs with your employees may not be possible anymore, but it’s still important to listen to them. Make virtual meet-up sessions with your team mandatory to not just solve issues but to appreciate the efforts of your people in these tough times.

    Foster the team feeling

    As you connect with them more, make sure your employees connect with each other too. In isolated work environments, people need to feel they belong. Technology like UCaaS can help you bring together all your employees together on one platform so that they can interact seamlessly.

    Make it fun

    Commuting to office may have stopped but office parties don’t need to! Today’s communication solutions come packed with innovative features to create the perfect fun atmosphere. There are exciting suggestions galore on the internet that you can look up as well.

    Get creative with feedback

    Delivering feedback to their team is a sensitive area many managers struggle with, even under normal circumstances. One needs to be able to teach and correct without appearing critical or negative. It is even more complicated when working remotely. Mastering the art of virtual feedback has become more important than ever. As a business owner, explore the potential of tools and technology like real-time monitoring, to streamline feedback processes.

    Trust and let go

    Last but not least, curb the urge to micromanage your employees. When working remotely, it is but natural to keep checking on their productivity, but if you have clearly cut goals and deliverables assigned to them, trust that the job will be done. It is a tremendous boost to your team’s morale to know that you have confidence in them.

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  • UCaaS – The next big thing in enterprise communications

    UCaaS – The next big thing in enterprise communications

    UCaaS – The next big thing in enterprise communications

    If the current trend of business operations in the wake of the pandemic has made one thing evident,then it is the need for a unified business communications platform to ensure seamless connectivity across locations and departments. Many business owners therefore are fast-tracking their future intention of exploring a solution like UCaaS overnight, in a bid to keep up with the changing times.

    What exactly is UCaaS?

    • ‘Unified communications as a service (UCaaS) is a cloud-delivered unified communications model that supports six communications functions:
    • Enterprise telephony
    • Meetings (audio/video/web conferencing)
    • Unified messaging
    • Instant messaging and presence (personal and team)
    • Mobility
    • Communications-enabled business processes’

                                                                                   – Gartner

    In other words, UCaaS combines voice, video and messaging solutions to provide one holistic centralized cloud-based communications platform.

    How does it work?

    UCaaS has shifted enterprise communications from on-premise traditional set-ups to the cloud, promoting the rise of vendors who specialize in providing the service. Good vendors rely on their own expertise, form partnerships where necessary- especially when deploying third party servers or APIs, and take into consideration your existing communication technology before designing the customized package of UCaaS features that is best for you.

    Benefits of UCaaS :

    Cost-effective: Being a cloud-based solution, you no longer have to spend on hardware and only have to pay a per user rate, reducing communication costs drastically.

    Unified Approach: With UCaaS, you are able to integrate all your multiple communication channels on to a single unified platform, thereby providing seamless connectivity between all stakeholders.

    Greater flexibility: As remote working becomes the norm for more and more companies across the world, UCaaS ensures that it is business as usual no matter where your employees and customers are based.

    Better Security: In an age where data and information security have become more crucial than ever, UCaaS provides peace of mind by placing security right at the centre of its communication strategies and technology.

    More Scalable: UCaaS does away with the hassles of adding and removing hardware, making it easier to adapt your communications system with the changing needs of your business.

     

    As a business owner trying to ensure productivity and revenue while delivering value to your customers in a world that is in an unprecedented flux right now, UCaaS may turn out to be more resourceful for your business than you had previously imagined.

     

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  • The rise of the new – normal CEO

    The rise of the new – normal CEO

    The rise of the new – normal CEO

    It’s not easy wearing a CEO’s hat, and it is definitely harder during troubled times. Naturally, most business owners weren’t prepared to face the tough challenges of operating in a pandemic, but to their credit have discovered the merit of using this time for reflection and adaptation.
    As a result, a new kind of leadership is slowly emerging, one based on an empathetic understanding of human issues and transformative action towards solving those issues. CEOs are bidding adieu to many old habits and practices and welcoming a host of others, some of which are as follows:

    EX and CX

    With millions of customers resorting to virtual business worldwide, one thing is clear. Employees, especially your customer care teams, need the right training and resources to handle the spike without compromising on quality and losing morale. CEOs are realising that an improved EX (employee experience) leads to a superior CX (customer experience), leading them to upgrade their contact centres with the latest technology that empowers agents.

    Unified Communication

    In the absence of physical interactions, CEOs are pushing the boundaries of traditional communication means by investing in technology like UCaaS  and the cloud to maintain a steady flow of dialogue  across units and verticals. Not only within their companies, business leaders are also increasingly communicating, collaborating and sharing best practices with peers, necessistating teh use of latest technology  in unified communication communications.

    Reimagining

    Instead of doggedly pursuing goals with uncertain outcomes, CEOs are seizing the opportunity to reimagine the scope of their business. Problems are being identified as new sources of revenue, opening up new channels of growth and brands are venturing into territories they would have shunned or delayed otherwise. Decisions to automate specific functions and reskill the workforce to support the new vision are being undertaken at a rapid pace.

    Cybersecurity

    Aware that increased virtual communication is exposing their businesses to greater cybercrime risks, CEOs are pulling out all the stops to amp up cyber security. Experts are being called to design robust IT ecosystems equipped with advanced security solutions so that company data remains protected even as business continues as usual. Realtime monitoring tools along with instant updates ensure you always stay a step ahead of threats and breaches.

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  • Bringing your business up to speed

    Bringing your business up to speed

    Bringing your business up to speed

    In business it is all about speed. How fast you make decisions, how fast you deliver and how fast you scale up. There’s one factor though, that determines how fast you go- technology. If CEOs had embarked on a path of digital transformation of their businesses before, in the post-pandemic world they have begun taking giant strides towards fulfilling that vision to maintain business continuation in challenging times and hopefully aim for growth.
    However, there is a problem. As a business owner you are acutely aware of the value of investing in a solid technological strategy, but roadblocks in terms of people, planning and approach keep slowing down the deployment process.

    How do you overcome those roadblocks and speed up digitalization
    in your organisation? Here is a checklist:

    Get them on your side

    When it comes to change, people and their mindsets pose some of the biggest problems. Gather your function heads, stakeholders and thought-leadership and have open discussions. If automating certain processes requires restructuring your organisation, then it is better to have those conversations beforehand to avoid any dissent in later stages.

    Have a detailed plan

    Specifying the technological scope and drafting a blueprint is crucial. Re-engineering and digitalizing your business may be your holistic objective, but then it is time to look through the microscope to identify the exact business problems and requirements that you expect technology to solve. Then simply break down your project into achievable milestones.

    Training your team:

    Your service is as good as your training. While you do realise that, sometimes it becomes difficult to identify the training needs of such a diverse cross-section of people. Thankfully, technologically advanced dashboards provide just the real-time monitoring tools and resources to help your contact centre address concerns like the ones mentioned above.

    Time to go lean

    Over the years, integrating the lean concept of transforming businesses while eliminating waste of resources, time and budget has proven to be a successful approach towards digitalization. Developing a lean outlook entails a number of benefits like leveraging the right technology to address the right problem, enhancing customer experience when they engage with your brand and helping you design more sustainable practices for your company in the future.

    Rope in the experts

    Cloud, AI, robotics and third-party applications- modern technology is as effective in solving your business problems as it is baffling! While staying updated on the latest trends is a good idea, your key responsibilities might not leave you with time for that. With the right consultants and experts working with you, formulating and deploying the right technological infrastructure for your business is really easy.

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  • Real-time monitoring: The missing link in your contact centre

    Real-time monitoring: The missing link in your contact centre

    Real-time monitoring: The missing link in your contact centre

    As a business-owner, it is one thing to promise best-in-class customer service. Ensuring that you adhere to it is another, mostly because of the wide range of variables involved in the process, some of which are stated below:

    The human factor:

    It is true that modern contact centres are increasingly becoming more and more automated. However, at the end of the day, the onus of your customer service operations relies on your team of selected professionals. This means that you cannot overrule the possibility of human errors.

    Time is of the essence:

    As the saying goes, ‘A stitch in time saves nine.’ By the time escalations reach you, the damage is already done and chances of bringing back your frustrated customer are less. In today’s fast-paced business world, timely resolutions are of utmost importance to retain your loyal customers.

    Training your team:

    Your service is as good as your training. While you do realise that, sometimes it becomes difficult to identify the training needs of such a diverse cross-section of people. Thankfully, technologically advanced dashboards provide just the real-time monitoring tools and resources to help your contact centre address concerns like the ones mentioned above.

    Here is how:

    Instant insights:

    Real-time monitoring provides an instant insight into your team’s performance, enabling you to track their metrics like adherence to the script, compliance guidelines and company protocol, drastically reducing the margin of human errors. Deep diving into the data helps you identify the star agents and those who need further training in specific areas.

    Enhances productivity:

    Dashboard widgets and tools give you an overview of statistics like call handling times, idle time and missed calls among others to help you understand where you stand in terms of your team’s productivity as well as that of your overall business goal.

    Happier customers:

    At the end of the day, your main objective is to service customers promptly and provide faster resolutions. With real-time monitoring options, you can adapt, change, step in or rectify on the go, depending on the scenario.

    In today’s challenging times when teams are scattered across locations, a contact centre equipped with real-time monitoring solutions helps you deliver smooth and seamless service, just as you promised your customers.

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  • Gamification in business – Not just fun and games

    Gamification in business – Not just fun and games

    Gamification in business – Not just fun and games

    If there is one thing Human Resources departments across the world continue to grapple with, it is the matter of enhancing employee engagement. A lot of it involves an understanding of human behaviour and psychology, and their impact on the overall productivity of a business. It may be difficult to quantify every single behavioural trigger that encourages or demotivates employees, but there is one key truth about human nature that business owners have found to be instrumental in boosting workforce morale- viz, the sense of gratification people derive from appreciation. Technology has proved to be of great benefit here, by providing innovative means and methods to demonstrate appreciation through gamification.

    What exactly is gamification?

    Gamification comprises a plethora of interactive tools and resources like quizzes, games and modules that track, showcase and recognise employee contribution in business. It highlights individual performances, incentivises top contributors and stokes the desire to excel.

    How does gamification work?

    Gamification works in a two-pronged manner in case of employers and employees.

    The employee angle:

    Instant gratification- Games and quizzes unleash the inner child in employees as they delight in the points, rewards and bonuses they receive on winning. Rekindles joy- Gamification makes work fun and brings back the lost sense of joy that people experienced when they began their jobs. Fosters healthy competition- Leaderboards displaying everyone’s scores and performances openly cultivate an environment of healthy competition that inspire people to give their best to their work.

    The employer angle:

    Instant feedback- Gamification allows team leads and supervisors to monitor their team’s performance vis-à- vis their long-terms goals, enabling them to offer faster feedback.
    Identifies training needs- It is easy to identify team- members who are consistently performing below their potential in the games and tasks, so that training programmes can be designed to bring them up the curve. Promotes transparency- By sharing performances and results of employees for all to see, business owners demonstrate a spirit of fairness and transparency that may not be visible in the usual annual review system. Used judiciously and effectively, gamification might turn out to be a real game-changer for businesses trying to drive employee engagement in these challenging post- pandemic times when people’s collective morale is at an all-time low.

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  • The ‘E’ word that is becoming the cornerstone of modern businesses

    The ‘E’ word that is becoming the cornerstone of modern businesses

    The ‘E’ word that is becoming the cornerstone of modern businesses

    ‘Empathy’ – sidelined for long as just a soft skill, is slowly transforming the course of business. In these challenging times, many forward-thinking CEOs have begun to truly realise the need for empathy as a core value, placing it right at the heart of their company’s culture.

     

    It is here that technology plays a key role. In a world where millions of people are relying on virtual services more than ever before, technology enables you to digitalise your business and empower your employees to understand customer problems better, so that you can provide the best solutions in a timely manner.

    Here are some ways in which technology helps you implement
    empathy as a value in your business, from your products and
    services to your daily communication and transactions:

    Boosting customer-centricity

    An intelligent and robust customer service model goes a long way in providing empathetic solutions to your customers’ problems. Be it advanced cloud-based contact centres designed with Conversational IVR and AI-based features, or a hybrid system comprising brick-and-mortar as well as contact centre services depending on the nature of your business, technology has revolutionised customer service in unprecedented ways.

    Empowering your employees:

    To build teams with empathy as their driving force, it is important to equip them with the tools and resources that help them do their jobs better. For instance, investing in or upgrading to automated, intuitive sales modules with predictive analytics and data-mining features enhances the effectiveness of your sales force leading to greater
    productivity, more sales and increased customer loyalty.

    Improving and evolving

    Let’s face it. Mastering empathy is a continuous process and needs your constant attention. Modern sophisticated technology comes with built in feedback mechanisms, real-time monitoring options, data and insights so that you are aware of what is working and what is not when it comes to providing customer service based on empathy, helping in instant course-correction.

    While you may have focused on empathy as a business trait all along, its far-reaching impact on various aspects of your business are only becoming more evident in today’s post-pandemic world.

    With the right technological solutions and upgrades as briefly discussed here, you can turn empathy into a key differentiating factor in terms of how your customers perceive your brand vis-à-vis your competition.

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  • Digital transformation – Let’s talk about the evolution along with the revolution

    Digital transformation – Let’s talk about the evolution along with the revolution

    Digital transformation – Let’s talk about the evolution along with the revolution

    The digital revolution is in full swing, but is technology your friend or foe? As a business owner, are you maximizing its full potential or are you unable to use it to your advantage yet?


    Technology, no matter how advanced, is powerless without you driving it in the right direction of your goals and objectives. In that sense therefore, a digital revolution is only as good as your own evolution.

    What does that mean?
    • It means how well you are able to keep pace with the changes around you.
    • It implies an evolution of your vision to spot just the innovations and adaptations that will solve your problems and take your business to new heights.
    • It also refers to your strategic prowess in formulating successful rollouts and plans that execute your vision in the way you want.

    How does one go about it?

    You have to want it badly. It may sound obvious, but you have to be absolutely convinced of the transformative role of digitalisation. You have to make technology the lens through which you view every aspect of your business. Would machine learning in your organisation’s data analysis perhaps add more value? Could an AI-based customer service approach deliver a more empathetic customer experience? How can you use technology to yield better outcomes?
    But not just for the sake of it. Finding the right balance between taking risks and proceeding with caution is of paramount importance. The world is on the brink of entering a digital era where each innovation is more phenomenal than the last. Itis tempting to latch on to the bandwagon and invest in emerging trends. However, in your bid to change, don’t throw out the baby with the bathwater. Sometimes, reimagining existing legacy infrastructure that has served you well, and then scaling up by including new technology is the way to go.

    Know where you are at.

    Be honest with yourself through your journey of digital transformation. Identify what stage you are at. Are you just testing the waters and first putting together a robust IT infrastructure in place? Have you taken the plunge and now want to dive into advanced innovations like Internet of Things, Blockchain and 5G? Awareness and introspection help you take the right decisions every step of the way towards fulfilling your digitalisation goals.

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