Top Tips for a Communications and Collaboration Contact Center Strategy

With digital transformations taking place around the world, businesses that implement a strong contact center strategy that uses the latest technology are positioned at the forefront of the market. And, as every decision maker knows, integration equals increased operational efficiency.

Having a unified communications and collaboration strategy makes it easier to meet modern consumer demands while managing changes in how employees work for your business. Read on to discover how UC works, which tools fall under the UC umbrella and how it could benefit your company.

How Does Unified Communications Work?

There are countless platforms designed to support operations across all departments. Unfortunately, many decision makers end up spending too much on software packages that don't necessarily work together. A unified communication and collaboration strategy streamlines managers’ work and leaves them with free time to come up with new ideas, improve team knowledge and enhance profitability.

Every company on the planet should be an expert in communication. Without it, customers wouldn't be able to purchase your goods or services. Businesses that master communication are in the best position to succeed long-term because they deliver better service and are better equipped to meet consumer demands.

Collaboration falls under the umbrella of communication but is solely focused on actionable internal communications. An example of collaboration would be video conferencing while using screen-sharing technology to work together on a PowerPoint presentation. Using 8x8's office communications solutions could see you getting better results from your team wherever they're located in the world.

Examples of Unified Communications and Collaboration Tools

Communication is one of the most important aspects of running a business. If you're just starting out, you should focus more on communication. You can use the same communication tools as collaborative tools once you're making the most of them with customers.

Unified communication tools can include the following:

  • VoIP
  • Video conferencing
  • Instant messaging
  • SMS messaging
  • Social media

Benefits of Unified Communications for Your Contact Center Strategy

Unified collaboration tools are becoming popular among decision makers in small and midsize businesses, but they can also facilitate enhanced communications for enterprises. Large companies with workers dotted around the globe can benefit just as much from UC as a 100-person eCommerce company that relies on employees who work from home. No matter your company's size, a UC offers the following benefits:

  • Remote working: The 2020 lockdown meant many workers who never previously worked remotely started doing so. As companies realized the benefits to their employees and their business, many shifted from having offices to having people work remotely. Additionally, as businesses grow, they might want to make use of a global talent pool.
  • Productivity: Productivity drives every company, and unified communications boost performance by streamlining workflows.
  • Costs: Implementing unified communications cuts the cost of your contact center strategy by eliminating upfront expenditures and improving customer relations.

Deploy a Unified Communications Strategy Today

Having a contact center strategy is essential in today's fast-paced, demanding marketplace. Communication is the bridge between your company and the rest of the world, while collaboration encompasses all the work you do together internally.

Technology lets you seamlessly integrate the various channels you use to streamline operations and enhance the customer journey. Get in touch with 8x8 to find out more.