Make 2024 The Year You Commit To A Better Customer Experience With These Best Practices

As the new year gets underway, everyone is setting goals – both individually and as an organization. One area that businesses should think long and hard about is customer experience. 52% of customers would switch to a company’s competitor after just one bad experience. There’s no calculating the value of making a good first impression – and following through on it. A cloud-hosted business intelligence solution – like UNIVERGE BLUE ENGAGE – can provide a tremendous amount of insight into how a business communicates with its customers and turns those insights in action for managers and frontline employees.

Here are several best practices to follow if you want to transform your customer experience in 2024:

Use Sentiment Analysis To Better Understand How Your Customers Are Feeling

Every customer interaction presents an opportunity to understand how they feel about your business. If you want your customers to keep coming back – and bring new ones with them via referrals – then it’s critical to know when they’re excited about a new purchase or frustrated by recent poor service so you can address them accordingly. Your customer experience has implications for all aspects of your business, which is why you need a solution that has some form of sentiment analysis included. With sentiment analysis, you can help improve your entire organization:

Support – Customer support managers can input key phrases such as “cancel”. If it finds that key phrase, supervisors can establish rules that will assign the recorded conversation to a manager to see how front-line users handle the situation and can use that evaluator tool to give feedback.

Product – Product teams can input keywords or phrases, such as “broken” and “missing”. If the system finds those specific keywords, supervisors will be assigned to review the recording for further evaluation to identify opportunities for improvements, new products, or features.

Sales – Sales managers can search negative and positive conversations to identify best practices and coaching opportunities.

Marketing – Marketing can look at positive conversations to identify customers who could give a good review or testimonial.

Keep Your Frontline Employees Happy With Advanced Analytics and Reporting

It’s not just your customers you need to pay attention to. The old cliché still holds true today: good help is hard to find! Salesforce found that 65% of mobile workers feel the weight of customer expectations and 82% struggle to balance speed with quality of service. Employees want to know how they’re performing and what areas they need to improve upon. You need to be able to provide them with high quality performance data and analytics. The business intelligence solution you use should be able to clearly indicate these metrics – preferably in an intuitive, user friendly dashboard for individuals and the entire organization as a whole:

  • Time spent on customer service calls
  • Number of calls transferred
  • Number of calls handled
  • Average talk times
  • Abandoned calls

All of this information allows you to identify your strongest and weakest employees and reward or coach them accordingly. It also tells you whether shortcomings – or successes! – are happening on an individual basis or if the trends are occurring across the entire organization.

Generative AI Can Help Employees Save Time And Keep Customers Happy

If your organization wants to commit to providing superior customer experience, it needs to be able to record and retain notes on each customer interaction. Typically, this is done manually by frontline employees but new advances in Generative Artificial Intelligence (AI) allow these notes to be automatically transcribed in interaction summaries and saved for future use. This has incredible benefits for your business:

Better than manual call notes – The summary of the call is automatically generated, creating a timely and accurate account of the interaction saving the frontline user time and increasing accuracy.

Faster call answering – Completing call notes can take 5 to 10 minutes depending on the length and complexity of a customer interaction, but an automatically created summary of the interaction allows frontline employees to assist the next caller even faster.

Better coaching and training – Accurate, timely and summarized call notes allow supervisors more time for coaching without needing to sift through long call recording or call transcriptions.

Happier customers – Caller experience improves when frontline employees already know what was discussed the last time they called. A summary of the last interaction is presented to the frontline user along with the incoming call to help them engage deeper with the customer and solve their issue quicker.

A solution like UNIVERGE BLUE ENGAGE that combines sentiment analysis, analytics and reporting dashboards, and AI-generated interaction summaries is the perfect tool to help your business take its customer experience to the next level in 2024. You’ll know exactly how your customers are feeling – and how to approach them – and your employees will be grateful for the chance to perform better so the entire organization benefits.

If you are looking for a way to significantly improve your customer experience this year, consider switching to UNIVERGE BLUE. Contact one of our representatives today for more information!

All Levels of Government Can Benefit From A Modern, Cloud-Based Communications Platform

Government entities and agencies are constantly being asked to do more with less. As modern communication technology continues to evolve, the public expect to have their concerns heard and resolved in a timely manner. To meet the increasing demands of modern communication, many government agencies and organizations are turning to cloud-based unified communications systems – like UNIVERGE BLUE.

UNIVERGE BLUE’s cloud services offer several key benefits that all government employees can take advantage of to better serve public interests. Streamlined collaboration allows employees to communicate more efficiently and resolve issues faster. Robust security measures help protect critical data and information from unauthorized access. Cloud-based systems offer superior scalability which saves budget and additional resources.

Streamlined Collaboration

A cloud-based unified communications system like UNIVERGE BLUE CONNECT facilitates seamless collaboration by integrating various tools a single platform. Users can effortlessly switch between voice and video calls, instant messaging, and file sharing, enabling real-time collaboration among different departments. This streamlines communication, minimizes delays, and enhances efficiency in decision-making processes. By fostering a culture of collaboration, government organizations can better resolve public issues as they arise.

Robust Data Security

The safety and security of government data and information is a critical concern for public leaders. Hackers and other bad actors are constantly testing the safeguards government entities put in place to protect themselves. All levels of government need to ensure they are safe from these threats. Reputable cloud providers like UNIVERGE BLUE employ advanced encryption techniques, firewalls, and authentication protocols to safeguard data from unauthorized access. Additionally, cloud-based platforms ensure high availability and reliability, with built-in redundancy and disaster recovery mechanisms. Governments need to carefully consider who they trust with their sensitive data and information.

Cost Efficiency and Scalability

Traditionally, on-premises phone systems have required lengthy, expensive installations that, once in place, can be very difficult to maintain and update when needed. Investing in a cloud communications platform helps government agencies dramatically increase operational efficiency and flexibility. Cloud-based solutions allow organizations to easily adjust their communication resources based on demand, such as during times of emergencies or peak activity. UNIVERGE BLUE offers one simple, flat monthly rate that’s based on the number of users with no hidden fees added. This makes it incredibly easy for governments to plan for future budgets without sacrificing performance.

As government entities and organizations adapt to the ever-changing communication landscape, a cloud-based unified communications system emerges as an indispensable tool. Contact one of our experts today to learn more about how UNIVERGE BLUE can help your organization/department modernize your communications infrastructure to better serve your citizens.

Ensure Data Security and Compliance with UNIVERGE BLUE ARCHIVE

FIND THE INFORMATION YOU NEED, THE MOMENT YOU NEED IT

Do you and your organization spend too much time searching for information from your day-to-day business communications? Whether the information is needed to improve productivity, maintain compliance, or assist HR and/or Legal investigations, it’s critical that organizations can find what they’re looking for as soon as possible – and without compromising on information security. That’s why NEC is excited to introduce UNIVERGE BLUE ARCHIVE, a data retention solution available to UNIVERGE BLUE CONNECT customers that makes it fast and easy to find important communications the moment they’re needed. It automatically preserves, protects, and provides search and retrieval of critical business communications, including chat, short message service (SMS), phone calls, voicemails, and more.

UNIVERGE BLUE ARCHIVE

Evaluate Employee Productivity Levels
UNIVERGE BLUE ARCHIVE addresses important productivity challenges for almost any business. Sales teams, customer support and most other business functions generate communications that are essential to retracing important decisions or ensuring you have a more complete view of customer interactions. This helps improve the performance of internal customer-facing teams, while also providing a better overall customer experience. ARCHIVE also secures access to internal communications and protects from accidental or malicious deletion that may occur during transitions, leaves of absence, and other significant organizational changes.

Total Compliance For Any Industry
Every organization has a minimal level of compliance it needs to maintain, whether its industry-specific or general protection and privacy requirements. ARCHIVE makes it easy to preserve, identify and retrieve relevant interactions to support compliance with regulatory and internal governance retention requirements. ARCHIVE supports healthcare (HIPAA, CMS), financial services (BSA, SEC, FINRA, MiFID II) and legal industry retention periods and policies, data residency (US, Canada, UK), privacy (GDPR), data integrity, and security requirements.

Protect Your Organization – And Your Employees
Legal teams can also save time by utilizing ARCHIVE to streamline their review processes when conducting investigations or preparing for future litigation. ARCHIVE makes it faster and easier than ever for Human Resource teams to investigate and resolve potential workplace harassment and misconduct that takes place on the organization’s communications and collaboration platform(s).

Designed to support a wide range of organizations, UNIVERGE BLUE ARCHIVE provides a simple, cost-effective, powerful service for preserving and quickly locating relevant communications. Never have to worry about losing important communications again with UNIVERGE BLUE ARCHIVE. To learn more, visit https://www.univergeblue.com/cloud-services/archive/.

How Forerunner Technologies has Tackled Customer Issues using UNIVERGE BLUE

NEC UNIVERGE BLUE Channel Partner Forerunner Technologies weighs in on the value of using UNIVERGE BLUE to help customers transition to a modern workplace.

The partnership between Forerunner Technologies and NEC dates back many years, but it has taken on a new dynamic in recent times. NEC’s UNIVERGE BLUE offers Forerunner Technologies a powerful solution for its clients as they navigate the challenges of a rapidly evolving business environment.

UNIVERGE BLUE is an easy-to-use, cloud-based communications platform that helps businesses manage communications and collaboration between employees. For Forerunner Technologies, the UNIVERGE BLUE platform creates a number of promising opportunities, allowing communications consultants to offer robust solutions to some of their customers’ biggest challenges.

The move to a hybrid workplace

With COVID-19 disrupting the corporate world, many companies were forced to adopt a hybrid workplace. Instead of every employee working on-premises, people were suddenly splitting time between working from home and being in the office. Thanks to UNIVERGE BLUE CONNECT, Forerunner Technologies was able to provide a solution for all its customers struggling with this new way of working. It allowed them to retain seamless communication and connectivity throughout their enterprises without letting the transition disrupt productivity.

As the restrictions have eased off, Forerunner Technologies identified that there is still an appetite for hybrid working in the modern world. A lot of their customers are keen to hire talent that either works remotely or semi-remotely. UNIVERGE BLUE CONNECT provides the perfect platform to make this easier than ever.

Letting workers adopt their preferred technologies

The new generation of workers has specific demands when it comes to the technologies they want to use at work. Some of them want to use their mobile device to work, others a tablet, and some still prefer their laptop. Thanks to UNIVERGE BLUE CONNECT, Forerunner has been able to provide a platform that lets its customers’ employees adopt their preferred technologies.

Individuals are now able to work in a way that suits them the best. As a result, this translates into more productivity for companies. According to UC Today, 75% of Unified Communications as a Service (UCaaS) users experienced heightened productivity. There’s no doubt in the mind of Forerunner Technologies that this is thanks to the flexibility that a system like UNIVERGE BLUE CONNECT provides.

LECs are no longer mandated to maintain copper services

The local exchange carriers (LECs) are no longer mandated by the FCC to maintain copper services. This has caused a huge disruption! Forerunner Technologies has seen many of its customers receive short notice periods from LECs stating that certain services will be terminated. Likewise, many service providers have hiked up the prices of legacy telephone lines to egregious amounts. As a result, the only solution is to switch these services to hosted solutions. More decision-makers at top companies are looking for platforms like UNIVERGE BLUE CONNECT to help them navigate this transition.

UNIVERGE BLUE CONNECT has allowed Forerunner to provide monthly subscription packages that help clients gain control of their bills and clearly understand how much everything costs. When Forerunner can save money providing this service, it will ultimately mean that the service can be sold to customers at a more affordable price point.

Overall, Forerunner has seen savings between 15-35% for most customers. UNIVERGE BLUE CONNECT has also given them an easy way to allow customers to pay for what they need.

Forerunner Technologies is thrilled with its partnership with NEC. This cloud-based system has transformed the services it can provide for customers as a premier national communications consultant for enterprises and SMBs. In a world driven by the concept of hybrid working, UNIVERGE BLUE Cloud Services is allowing Forerunner to give customers a steppingstone toward a cloud-based work environment. This helps customers offer better working environments for employees, catering to their specific needs. It opens up the talent pool and lets them grow as companies.

UNIVERGE BLUE offers a product that delivers a better all-around experience for everyone. Customers enjoy monthly savings while also receiving a better way of communicating and staying connected.

For more information on NEC’s UNIVERGE BLUE and its capabilities for your business, visit the UNIVERGE BLUE website.

How Artificial Intelligence Can Take Customer Service to New Heights

A Look at the New Interaction Analytics and Evaluator AI Features in UNIVERGE BLUE ENGAGE

You have probably heard some of the recent buzz around Contact Center Artificial Intelligence (AI) – how it is the wave of the future for Contact Center technology and smart business. Emily Potosky, Senior Research Principal for Gartner’s Customer Service & Support practice, describes in the 2022 Gartner report entitled “3 Ways AI Benefits Customer Service Organizations” that “Customer service and support leaders are optimistic about the value AI can provide and plan to substantially increase their adoption of AI capabilities over the next two years.” At the same time, she explains how there are conflicting messages about the real benefits of AI and the right solutions in which to invest. According to the report, insights, user experience, and process improvement are three key ways that AI can benefit customer service organizations going forward.

Contact Centers as Critical Touchpoints

As you certainly know, your business thrives on creating and retaining satisfied customers. Your Contact Center is a critical customer touchpoint, where the quality of your interactions can determine whether a customer becomes a passionate, lifelong company advocate or chooses to exit your customer base forever. This is why the power of AI to offer accurate insights into your Contact Center’s daily customer interactions is an appealing way to maintain oversight and drive continuous improvement for customer service, experiences, and processes.

Consider the immense value it would have if your organization could gather meaningful, actionable insights from the voluminous inbound and outbound calls your agents handle each day. Your collection of customer conversations holds tremendous value. However, no one in your organization has the time to review each and every customer conversation manually, and random sampling will simply provide an incomplete picture. The beauty of AI is that it makes the impossible possible.

Gather Actionable Insights and Enhance Customer Experiences with UNIVERGE BLUE ENGAGE

UNIVERGE BLUE ENGAGE from NEC is a Contact Center as a service (CCaaS) solution offering not only the benefits of enhanced call center functionality and remote-office flexibility for a low monthly fee per user, but also a powerful suite of AI features that are reason enough to move your entire Contact Center to the cloud today.

The Interaction Analytics feature for ENGAGE uses Artificial Intelligence to enable Contact Center supervisors and your leadership team to easily identify and focus on those conversations that matter the most to your business. By analyzing and tagging customer conversations for sentiment and designated keywords, the guesswork eliminated. Supervisors can gather powerful insights about customer experiences, review recorded and transcribed conversations of interest, act quickly to address trends or issues they see, and move your business ahead of customer demands and expectations. Insights from ENGAGE Interaction Analytics can also be leveraged to help with coaching and training employees and improving customer satisfaction overall.

Evaluator, another AI-powered tool for ENGAGE, utilizes sentiment analysis to monitor the performance of frontline agents and helps supervisors to easily identify those agents requiring additional training or coaching, allowing them to act instantly on specific conversations as needed. The tool also allows supervisors to provide constructive feedback to agents and for agents to respond to this feedback within the application, as a way to build employee skills and improve customer service levels and retention rates.

The benefits of AI can extend to every area of your business, through an effective keyword tagging strategy. For example, a customer service manager could stay informed of any conversations containing keywords like “cancel” or “unhappy,” to see how frontline users are handling these difficult conversations. Sales and marketing could flag competitor names or review conversations that have been flagged for positive or negative sentiments to identify new product value propositions or customer pain points. Product development could tag for keywords like “broken” or “missing,” to identify opportunities for product improvements or new features.

ENGAGE: Real Benefits, The Right Solution

Salesforce quote

According to a recent research study conducted by Salesforce, 88% of customers indicate that the experience a company provides is as important as its product or services, and 94% indicate that a positive customer service experience makes them more likely to purchase again. These customer statistics are really not surprising, but definitely help to explain why the right AI solution for any Contact Center needs to offer the real benefits of insights, user experience, and process improvements – as the Gartner report mentioned earlier explains. ENGAGE Interaction Analytics and Evaluator AI are the right solution for tapping into the wealth of information that is currently hiding in your daily customer interactions – insights that will allow your Contact Center and business to continually improve, create positive customer experiences, and soar to new heights.

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