Why Every Call Center Needs Workforce Optimization

ROI June blog 4Workforce optimization (WFO) is a phrase used to describe a powerful set of tools designed for call center support. For some companies, the call center provides the majority of their sales and support efforts so managing this segment effectively is a critical task. WFO suites assist managers with everything from collecting call recordings to data analytics that report on agent performance. Here’s why companies are increasingly turning to WFO packages to improve results.

Serve Customers Better

When it comes to customer service, bad news travels far more quickly than good. It’s nearly a guarantee that a less-than-optimal interaction will result in the company gaining negative publicity via social media. Many people have hundreds to thousands of readers on a single social media platform and usually participate in multiple platforms, so a single status update about a customer service problem could attain viral status very quickly. News of a poor service experience reaching that many people may have a serious impact on customer loyalty or acquisition.

Companies using WFO in the call center have greater visibility into service problems and are able to use that information to coach representatives, streamline processes, and otherwise manage issues. Through improved customer handling, the chance of bad publicity is minimized and customers will be more likely to share stories of efficient and effective customer service that the company has delivered.

Get to Know Customers

WFO packages allow companies to gain understanding about customers. It helps answer questions like:

  • What is the most common reason for calls?
  • What factors are most important to the customer base?
  • Are certain marketing campaigns more effective than others?

Knowing the answers to these questions and acting on the insights provided by WFO analytics will improve customer retention and satisfaction.

Improving Agent Satisfaction

An important part of operating a call center is keeping agents engaged and happy at their jobs. WFO solutions must embed training opportunities for reps and ensure that the right reps are assigned to the right areas of the company. When agents feel valued, motivated, and knowledgeable, the trickle-down effect is better customer service. Using the WFO package to gain and share insights and address agent satisfaction numbers with relevant leaders goes a long way toward employee and customer retention.

WFO packages for the call center provide a number of crucial advantages. Implementing this type of system results in rewards from improved customer service to enhanced productivity and decreased employee churn.

WFO is the key to discovering important trends and performing better as an organization. For more information about WFO solutions, contact ROI Networks today.

How Business Apps and UCaaS Are a Powerful Partnership

ROI June blog 3Unified Communications as a Service (UCaaS) is a hot topic in the IT sector. As leaders search for areas that can be streamlined and unified, this tool is starting to answer those needs on a routine basis. The benefits of integrating a UCaaS solution with the company’s existing software are proving to be substantial. Following are a few integration points to consider.

CRM Tools

Customer relationship management (CRM) is the most common program to benefit from a UCaaS implementation. The combination of the two systems allows company representatives to be more efficient, reduces hold and call handling times, and helps avoid duplicate data entry. Records of each call are noted in the CRM system automatically and if a customer must be transferred, call information can be conveyed without requiring a lengthy handoff between departments. Customers are more satisfied with the time needed to fulfill their requests and sales or support reps enjoy the improved process of making or taking calls.

Popular Cloud Apps

Another point of integration with UCaaS tools is the cloud software already in use by billions of consumers and companies. Skype, Google Apps, web meeting software, email programs, and more can provide more powerful functionality when the two packages are combined.

Making calls, scheduling meetings, sending emails, or creating marketing campaigns can be done with fewer steps and less effort. As a result, workplace productivity is improved and efficiency increases. Recovering such significant amounts of time in a work day could have powerful downstream effects as other strategic company initiatives have more resources available.

Mobile Devices

Over the past several years, the mobile world has made major leaps forward. Businesses are increasingly leveraging new mobile technologies to transform work culture and improve accessibility. UCaaS is a natural fit with a company’s mobile strategy as it aids with call handling, video and web conferencing, messaging, and sharing of information.

Workers are more connected to customers, leaders, and one another. Collaboration is instant, efficient, and effective. The wait for information to be conveyed is minimal or nonexistent. The outcome is clear — delivering on organizational goals can occur more rapidly than ever before thanks to the compound effects of using these complementary tools.

UC tools are a necessity in the technological workplace of today and the UCaaS method of delivery is a cost-efficient way to acquire these robust tool kits. Integration with other business software amplifies the efficacy of both products and may enable the company to accomplish bigger and better goals as a result.

For more information regarding UCaaS, contact ROI Networks today.

5 Key Steps to Enterprise Wireless Network Security

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Wireless Internet connectivity has changed everything about the way the business world works, and with a growing number of employees using wireless connections to maintain peak productivity, security has emerged as a major issue. In the past, it was difficult to implement effective security protocols over wireless networks. Fortunately, that is no longer the case.

The arrival of multigig wireless has proven to be a game-changer. Multigig wireless is a powerful solution that allows businesses to merge data, video, and voice features together while reducing cable infrastructure. It also cuts costs and comes with advanced security features. These security features can be incorporated right into existing wireless hardware, allowing users to control guest network access, manage connected devices, and implement individualized security policies.
Build a Secure Multigig Wireless Network

Before building a multigig wireless network, it’s important to plan and evaluate. With that in mind, here are five key elements to consider:

  • Look at existing hardware and infrastructure. Businesses need adequate bandwidth to support multigig wireless networking, and carrying out an application performance analysis is a crucial starting point. This allows enterprises to evaluate how much bandwidth each mission-critical application needs, and shows companies where they’ll need to upgrade to realize their performance expectations.
  • Merge security and networking capabilities. Network access control (NAC) features bring security and networking together, allowing for user validation, device and application management, and guess access protocols. Taking a careful look at current security and networking capabilities helps enterprises see where they currently stand and build for the future.
  • Plan a centralized management strategy. Implementing a centralized management strategy eliminates the need to individually manage multiple access points, creating a safer and more reliable network for all connected users.
  • Include social media in the security plan. With social media marketing and customer service initiatives having become the norm, it is no longer feasible for businesses to limit or eliminate employee access to these sites. However, social media integration requires additional security planning, especially in regards to bandwidth and user accessibility.
  • Leave room to grow. In the future, voice and video requirements are expected to grow. It’s crucial to leave enough bandwidth to ramp up in the years ahead and allow the enterprise to incorporate these capabilities into the network.

While network performance used to come at the cost of enhanced security, this is no longer the case. Multigig wireless offers an effective and affordable solution to businesses seeking to implement their own security policies while benefiting from the speed and reliability of a next-generation network.

The technology experts at ROI Networks help businesses make a smooth and successful transition to multigig wireless. To learn more, please visit ROI Networks today.

ROI Networks Opens New Los Angeles Office

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ROI Networks will be opening a new office location at 6380 Wilshire Blvd, Suite 1205, Los Angeles, CA. The new office will be marked by a grand opening event to be announced shortly.

Headquartered in Orange County since 2002, the opening of ROI Networks’ Los Angeles office is the first move in a larger expansion plan. The company has grown 40 percent per year for the last three years and is set to open offices in San Diego and Phoenix in 2017.

“This new office represents a milestone in our growth since it is our first physical expansion outside of Orange County in 15 years,” said Todd Stires, President and COO of ROI Networks. “We took an equity investment last year to help fuel our already impressive growth, so we are beyond excited to see this plan become a reality.”

Due to its growth, the company plans to expand its team in this new Los Angeles location and is seeking sales and engineering talent from the local market. It has already hired four new team members and plans to employ up to 10.

“Our business in Los Angeles has grown drastically over the last few years, so it made a lot of sense to put a local team here,” said Randy Chapman, Director of

Sales & Marketing for ROI Networks and manager of the new office. “The staff here will be full service, from sales and engineering support to provisioning.”

To facilitate collaboration between the two offices, ROI Network is utilizing its own proprietary cloud offering ROIngage.

“The entire team looks and feels like it is under one roof,” explained Stires. “We capitalize on our full suite of UCaaS services along with video conferencing, remote access, and wireless backup services to our collaboration PODfx, utilizing the technology we sell. It makes a drastic difference in the way remote offices connect and communicate.”

This new office and location also place ROI Networks in close proximity to some of its biggest partners, like Avaya, and will enable the company to invest in its partnerships and identify new opportunities in unified communications, business collaboration and more for its customers.

 

How Mobility Technologies Improve Workplace Productivity and Customer Service

ROI June blog 1Mobility has become a key feature of enterprise technology, and it’s changed the face of the business world. Mobile technologies have made it possible for employees to respond to key queries outside of regular working hours, participate in conference calls from virtually anywhere, and provide vastly improved customer service. However, mobility has far more to offer than just convenience; it also supports improved productivity and workplace efficiency.

Mobility Technologies Help Employees Work Faster

Listening to employee needs helps those at the management level choose applications and technologies that can improve efficiency. One way to generate key insights into the types of tools employees require is to ask them to finish the following statement: “I would be able to manage critical tasks more effectively if we had…” Is there a mobility tool on the market that can fill that need? If so, it should be considered.
Mobility Enables More Effective Collaboration

Delivering collaboration features to employees in real time is one of the most convenient and effective strategies for improving collaboration initiatives, and mobile technologies deliver these capabilities in exciting new ways. Imagine how much easier it would be to attract new clients and close deals if marketing, sales, and business operations teams were able to access the same resources and work together to complete proposals. They would be able to respond to client needs much more quickly and with greater precision — and that, in turn, would be a big boost to the bottom line.
Mobility Leads to Better Customer Service

Customer service models are changing. Today, customers want to be able to access company and product information on the go, through multiple channels. Providing customers with that access prevents them from moving on to a competitor. Understanding customer needs and preferences and then offering effective solutions is the key to maintaining an edge in today’s hyper-connected business landscape.

Enterprises should begin by taking stock of their current IT infrastructure and capabilities to see where key upgrades could be made in support of a more mobile and productive workforce. Boosting wireless network capabilities, providing the right apps and tools to employees, and adding the right mobile devices to the company’s inventory are all sound strategies for harnessing the immense power of mobility technologies.

To learn more about how mobility can inspire major efficiency and productivity improvements in the workplace, visit ROI Networks.