Today’s employees are constantly on the go or working remotely, so they rely on email, cell phones, cloud collaboration, and other tools to connect with customers and each other. How well they communicate though, comes down to choosing the right platforms.
Most business owners understand that the variety of available communications channels is actually undermining productivity. Addressing 600 incoming email messages with dozens marked “urgent” makes it impossible to prioritize and focus. Having a well thought through the process, however, helps employees cut through the chatter and address those requests that drive business first.
Below are the first steps to streamlining and optimizing the way your people talk to customers, allowing for better productivity and better outcomes.
Step one: Prioritize your channels
Now is the time to assess your current communications channels, prioritize them, and organize them in a way that ensures effective communications and data exchange to shorten time to decision.
Assess how effective each channel is for the tasks at hand. For example, email has become a catch-all communications channel for many organizations. Are some issues, such as customer queries, better served by other means such as a phone call or some other channel where they will get proper attention.
Step two: Inventory your authorized communications channels
What channels do you use now for communications? Telephone, email, chat, video conferencing? Make a list of approved channels and determine how they are currently being used and how they should be used.
Step three: Develop protocols for each channel
Step four: Equip and educate the team
Provide a set of guidelines to help your team be more productive (e.g. when to phone and when to follow up with email). Also, be sure that your team has access to the right communication tools to do their jobs effectively.
Convert employee smartphones into a VoIP business phone system
More and more organizations are building their agile communications around smartphone technology, leveraging their unified communications (UC) capability to power all business communications. The smartphone is the ideal UC platform and can host a powerful VoIP business phone system. A virtual PBX can also be deployed across your mobile phone infrastructure, tied to a single business phone line or a virtual phone system, and managed from an app on your phone.
Here’s where Spoke can make a powerful difference.
Installed as a simple app, Spoke allows you to effortlessly route and prioritize incoming calls, set up group calls, look-up calling, and create personalized greetings access the employee directory. We also offer call context, and importance to let people know why you are calling, as well as setting up reminders and rescheduling.
And because employees are using their smartphones, they have access to all the other communications tools they might need, such as email and file sharing. For example, a phone call can readily be escalated to a group chat session or video conference, complete with reference materials, to quickly resolve a business issue.
As the workplace becomes more decentralized, companies are turning to technology such as Spoke to keep employees connected and help them prioritize communications.
To learn more about how Spoke can convert your mobile phone network into a powerful VoIP phone system for a fraction of the cost of hosted PBX or a traditional VoIP service provider, contact us for a free demo.