Category Archives: Blog @en

Six common customer service problems that are killing the business growth

How to boost the performance of your customer service department and make your customers happy

Any company interested in growing is striving to win new customers and retain their existing ones. Your customers, in fact, have the same need. Let’s see how you can help them.

Would you agree that winning new customers and retaining the existing ones, for the most part, depends on the performance of the customer service department?

In this article we will see in detail some typical challenges that call agents face each day, that prevent the company from achieving its business goals, and how you can help them overcome these problems.

 Flexibility in managing agent opt-in/ opt-out option

In a critical situation, when there is a high load of incoming calls, call agents have no easy way of adding themselves to a call queue. They either have to depend on a system administrator to do it for them or to remember complicated procedures to do it via a dedicated Feature Code.

Let’s keep in mind that the primary tool used by contact center agents has always been, and still remains, the desk phone. What about a simple button that allows a call agent to opt-in/ opt-out of getting calls from the selected call queue directly from the desk phone?

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What’s Next? Chatbots and Workstreams

Today, successful organizations must be dynamic and able to respond quickly to feedback. A new UC platform is the information system of this lean revolution. Team members will be able to communicate and make decisions faster and more effectively, and customers will be able to collaborate with team members without proxies. New ideas or new ways of looking at business can appear when the tools we use to communicate inspire us.

The UC platform itself must thus adapt over time to transforming needs, both inside and outside the organization, allowing users to collaborate better with customers and to always provide better service.

In order to do this, the UC platform must be constantly fine-tuned by users and updated to take advantages of all the latest improvements. UC solutions providers must strive to always provide new usage scenarios and ideas to organizations. Organizations at all levels must be open to adapt to new technologies.

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BETHAN GANJAVI

Women in Tech: Bethan Ganjavi – FCP Technologies

Women are quite literally breaking through the glass ceiling that once stood in their way and are standing alongside their male peers to deliver incredible results within the Tech World.

We are interviewing Female Entrepreneurs who are changing the face of Technology within the Wildix Blue Ecosystem of Partners! We feel honoured to get to know the stories of these amazing, moving, inspiring, smart and effeminate Tech Ladies.

I have had a personal pleasure of speaking to Ms Bethan Ganjavi, Director at FCP Technologies, one of the TOP Wildix Partners in the UK!

Adding just a few words from myself, I want to say that Bethan is one of the smartest, easy-going and fascinating story tellers you may meet, and I am sure you would like her journey and quotes as much as I did.

BETHAN GANJAVI
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Start Simple, Add Later

In one of the previous blog articles (Introducing Lean Communications), I explained how lean communication can improve the way organizations work. This approach must also be applied to the deployment phase by making it as incremental and simple as possible.

The adoption of a new UC system must be supported and required by one or more key users, usually managers of departments inside a company. These key users must support the adoption by understanding the advantages.

The role of key users is very important, and they must be involved in all steps of the platform introduction. Key users, before and after the deployment, must collect important feedback from other users and create requirements for the UC solution.

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Insicurezza informatica

Skype is not secure, Microsoft: “use a VPN to access”

Insicurezza informatica

That’s not true, of course.
I just applied to Skype the idea of security that manages to create an “Open Source Genius.”

Let’s leave Skype aside and see what really happened.
Giacomo Brusciati of Comunica.Meta srl, an installer of telephone systems in the Marche region, has installed about 2,200 systems. First ISDN and then VoIP. Continue reading

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