Why Remote Working is so Powerful for Businesses

Why Remote Working is so Powerful for Businesses

When employees do their work tasks outside of the office environment this is known as remote working. This is not a new shift in working culture. For many years, some sales people and contact centre workers have been based outside of the office and some never even travel to the office. Technology has enabled this to happen with telephony systems able to transfer calls from one location to another quickly and seamlessly. The customer is usually unaware of location of the contact centre agent. Despite Yahoo staff being famously no longer permitting remote working in 2013, numbers suggest remote working across many countries is rising at a fast rate as employees and business harness and take advantage of the technology.  Flexible work arrangements, from telecommuting to flexible schedules and condensed work-weeks, are viewed by many as the way of the future. Flexibility has become an important tool for time-crunched workers, particularly working parents or those workers with elderly parents, to better juggle work and family responsibilities. Why remote working is so powerful for business  Companies benefit from happier remote employees Employees appreciate having the choice between working remotely and reporting to an office, which has empowered them to achieve work-life balance and perform better for the company. Remote workers feel better valued and more productive overall. There is less stress in the office because the commute is not an issue. Employees feel empowered to work in a way that suits them and works for the business. Remote workers are well connected and in control The prevalence of multi-channel systems means you don’t have to be next to someone to... read more

The benefits of cloud technology

According to a recent report by Contact Babel*, there are presently 6,225 contact centres in the UK, with 766,000 agent positions. Respondents to their recent survey were asked about the contact centre functionality that they had within the cloud, and what their plans were for the next two years. Respondents expect to see significant extra amounts of their functionality being delivered in the cloud by mid-2018. Respondents indicated that the cloud-based deployment of almost all of the solutions mentioned within the survey will be close to doubling within two years. The reasons why this shift is happening are because hosted (cloud) is being adopted by an increasing number of contact centres as a means to refresh their communications technology and a boost to competitive advantage, without the need for large capital investment. Rather than purchasing and installing an on-premise telephone system, hosted telephony offers a fully managed service, with maintenance and software updates taking place automatically in remote secure data centres.There are many benefits that cloud technology can offer contact centres of all shapes and sizes; more so than other businesses. The structure and activity of these operations fits well with cloud functionality. Cloud Technology for Contact Centres Cloud technology lends itself well to a contact centre with a fluctuating volume of calls. When you are using cloud technology, the off-site servers always have the capacity you need, and it is simply a matter of paying for access to greater capacity for the times of the year when you will need it. Modern contact centres are more likely to have call agents working at home, and with cloud technology... read more

Successful Customer Retention

Managing your customer retention rate is an incredibly important part of growing a sustainable and successful business. Keeping your customers happy so they come back for more products and services is an essential part of business success. Organisations implement customer retention programmes and analyse the customer journey from end-to-end to ensure that the relationship remains a positive one. Studies show that it is more cost effective to retain an existing customer than to win a new one because of the significant cost in pursuing a lead versus the conversion rate. With this in mind, many businesses rightly give a great deal of thought and effort into preventing customer churn. Retention marketing that achieves high, measurable return on investment relies on two things: identifying the right customers within the base and executing campaigns which deliver the right offer to the right customers at the right time. How to implement a successful customer retention programme:  Identify a value proposition – What benefits are important to your target audience and what is the time they are most receptive to receive them? Determine the loyalty programme components – What is the focus of the programme? Identify the customer touchpoints. Research what your competitors do, what the customers expect and how you can add value. Scope out the programme including which different departments are involved (Marketing, Sales, IT etc.) and ask them to contribute in the drafting of the programme, their buy-in is essential. Think carefully about how the programme will this be managed. Test it and be prepared to adjust it over time. Once you are happy to progress the programme, it will... read more

How the right training can benefit your business

All companies, no matter their size should invest time and resource into training. The current world we operate in, is all about the latest trends and best practise. This is supported by up-to-the-minute technology and top people. Clients and employers search for the best of breed when seeking to appoint someone to support their business. Pitching for business is highly competitive and often client training features in a long list of procurement requirements. There are different types of training; the most common form of employee training are soft skills such as leadership training, management and interpersonal skills. The other obvious type of training is technical training, including skills such as programming and other technical skills that are industry relevant. The benefits to your business by investing in training include: Better customer focus, which leads to happier customers and more retention Higher staff retention giving your customers continuity Happier staff because the business values them reflects towards the customers Greater productivity resulting in higher profit margins Advantage over your competition Attracting quality staff and customers Training is an investment in the business, not just to be seen as a cost on the bottom line. Training is long term and continuous and should be encouraged as part of the DNA, the fabric and culture of the business. Many companies will bring in specialist third party training because it helps out in areas such as technical skills, productivity and overall quality of service they can provide. However, if you do decide to outsource third party training, you should be working with a partner who really understands your business and the market in... read more

The Value of Business Relationships

Various pieces of research have shown time and time again, that the number one predictive element of an individual’s success is the number, the quality, and the depth of the personal business relationships among those that they do business with.  A business is only as good as the clients it serves, and no business survives if it loses the customer base it has. The key to success is building business relationships that go beyond one-off projects and provide value to these clients in a consistent, ongoing basis.  The value of business relationships: Relationships promote loyalty. Develop strong relationships with your customers. Don’t be just another supplier. Listen to, and understand their needs and ambitions for their business. Take time to learn about their industry, educate yourself and use your knowledge to help them solve their business challenges. Go the extra mile. Develop trust. If a mistake is made, own up and present a solution, rather than hide. Care about them as if they were your own employees or family. Relationships create a company image. “Your word is your bond” should be a guiding principle in all of your business relationships. When you say you are going to do something, do it! There should be no questions in your customer’s mind that this might not be true. Commit to a deadline and stick to it. You then take a worry away from a client. Don’t become a faceless organisation, which sometimes happens with larger companies. Encourage everyone in the business to deal with every person who contacts the company to treat them well, as if they were their family or friends.... read more

Ten Habits of Highly Successful Business People

We all know a highly effective business person. They look like everyone else, however, they think and behave differently. They usually have ambitious goals and will not rest until they achieve them. As we have seen in the case of Sir Richard Branson and Lord Alan Sugar, they get it wrong sometimes, they fail but rather than see this as a negative, they learn from the experience. They simply dust themselves down and get back on it, with a valuable lesson learned. Highly successful people share very similar attributes and habits and when adopted and applied, they are always ahead of the game.   Ten habits of successful business people: Self-starters. We all know a self-starter, they look for opportunities in every situation. They don’t wait around being told there is a gap in the market, they invent it. More importantly, they act upon their instinct. Innovation. Successful people are creative and innovative. Instead of accepting the norm, they look for ways to do things better, fast and with greater success. They brains are wired to experiment and take risks. Don’t give up. Successful people don’t get disheartened when things don’t go their way. They will not rest until they find a solution to the problem. They seek out the best resources and use them to their best advantage. Delegation. It is impossible to solve every challenge. Successful people know that they can’t do it all themselves. By leveraging the power of teamwork, they can achieve far more than they ever could alone. So they bring together teams of talented and energetic co-workers who can help them achieve their goals.... read more
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