Posts Tagged ‘unified communications’

3 Ways to Assess the Success of Your Call Center

Sunday, December 30th, 2018

Assess the Success of Your Call Center with McEnroe Voice and Data

The goal of any call center is to provide customers with timely and accurate service to resolve issues. Whether you run a small business, a large enterprise, or anything in between, the effectiveness of your call center will be integral to the continued success of your business. How can you assess the current success of your call center?

Evaluate Your Current Infrastructure

These days, there are a number of call center infrastructures and software available. All of these solutions provide a tailored experience that should align with your goals as a business. Are you handling sensitive information that should be encrypted? Does your business operate across multiple time zones? Consider implementing a call center solution that accounts for all of your unique needs. Ultimately, all modern call centers should be equipped with software and recording functions that provide empirical data used to assess the current effectiveness of your operation. After all, proper performance measurement will lead to proper management. Head over to our website for more information on specific call center solutions that could improve the success of your call center.

Monitor Your Employees

Once you have implemented a call center solution that suits your needs, monitoring your employees becomes a major way to assess the effectiveness of your call center. Helpful and polite customer interaction is central to the success of any call center. Accessing recorded conversations will allow you to make sure that all employees are upholding the customer service values that are core to your company. If you notice any strengths or deficiencies from your team in these areas, this approach will allow for proper positive reinforcement or coaching.

Interpret Data

Gathering intel is another crucial feature of a call center. Interactions between customers and your company are the most critical element to understand when improving the effectiveness of your call center. You can use collected data from these interactions to discover recurring trends, zero in on potential issues, and improve overall company communication. Some examples of valuable data you can refer to when evaluating the success of your call center include:

  • First call resolution rate
  • Time spent with customers
  • Customer holding times
  • Occurrence of specific words or word combinations being spoken

Once you have considered all 3 of these points, you will have an accurate grasp of the current effectiveness of your call center. From here, you can shift your attention to refining your call-handling process.

Partner with McEnroe Voice & Data for Your Unified Communications Needs

McEnroe Voice & Data provides versatile, affordable and flexible telecommunications and security solutions to businesses throughout Baltimore, Washington, D.C. and Northern Virginia. With access to the best manufacturers and excellent customer service, you can trust McEnroe. To learn more, please call us at (410) 785-1600.

6 Signs Your Business Needs a Unified Communications Strategy

Wednesday, December 5th, 2018

Unified Communications Strategy with McEnroe Voice & Data

A unified communications strategy is not just a buzzy concept that’s been taking the business telecommunications world by storm the past few years. Instead, it’s the standard for the future. How do you know whether or not your business is ready to implement a unified communications strategy?

Unified Communications Strategy 101

Unified communications is the concept of taking a number of communication methods, including video conferencing, voice calls and instant messaging, and combining them with deferred communication methods like SMS, voicemail and email. Unified communications allow your employees to communicate quickly and easily across multiple interfaces to increase productivity.

6 Signs You Need a Unified Communications Strategy

  1. You have more demand for communications than staff to meet the current needs. When managing multiple platforms, vendors and invoices is too stressful, it’s time to implement a unified communications strategy.
  2. How many service provider contracts do you currently have? If you’re overwhelmed with invoices for all the different providers you use, it may be time to consolidate. When you partner with a unified communications strategy partner with McEnroe Voice & Data, you can simplify things with a single bill and single vendor solution.
  3. Have you recently undergone an acquisition or a merger? Dealing with multiple different communication systems is a huge hassle. The cost of maintaining multiple separate platforms can also be severe when working with multiple locations. However, combining things into a unified communications strategy will ensure that you stay on track.
  4. If you are stuck with outdated software and equipment for your traditional PBX system, it’s time to look into a unified alternative. Many unified communications systems offer more scalability and flexibility (as well as affordability) when compared with traditional systems.
  5. How productive are your employees in an average day? How much more productive could they be if communication meant using a single solution to get everything done instead of opening multiple applications? A unified communications strategy can skyrocket employee productivity and let your employees focus on work, not which application does what.
  6. Have you been having more service and equipment outages lately? If your current network is preventing you from interacting with customers with the high-level customer service you want to offer, it’s time to upgrade. Remember that you never get another chance to regain your reputation with some customers, so getting things right the first time is essential.

Partner with McEnroe Voice & Data for Your Unified Communications Needs

McEnroe Voice & Data provides versatile, affordable and flexible telecommunications and security solutions to businesses throughout Baltimore, Washington, D.C. and Northern Virginia. With access to the best manufacturers and excellent customer service, you can trust McEnroe. To learn more, please call us at (410) 785-1600.

Does Unified Communications Really Cut Costs?

Monday, May 30th, 2016
unified communications

Unified communications helps your team to work more efficiently.

If you’re considering unified communications (UC) for your business, you may be wondering “how much will this cost me?” Fortunately, it will likely cost much less than you’d expect. Plus, the gains you’ll experience in productivity and collaboration will justify your investment. (more…)