Blog Archives - Page 29 of 37 - Etech Global Services

3 Tips on How to Build a Lasting Business Relationship on Linkedin

LinkedIn is the largest professional networking platform in the world. That means it is the perfect place to connect with the who’s who in business. I have been using LinkedIn for a long time and I know its benefits firsthand. However, there is one thing that has really got me thinking (after it annoyed me beyond words), and that is my overflowing inbox with spam messages. Maybe you have gone through this, maybe not, but I will share my experience here; I recently accepted a connection invite and the next thing I see is this. **Hi Jim, Thanks for the connect!! Hope you are doing well, I just had a look through your company portfolio and I must say I’m very impressed, I would like to take this opportunity to share our company profile and our expertise in IT services. So I am inviting you for an online presentation, just to showcase our abilities in various IT services. We are not looking for any immediate requirement, in future if you have any requirement you can consider us. Please let me know your leisure time so that I can schedule the online presentation. Once again I like to remain you that, this online presentation is just to introduce my company and to build a healthy rapport with you. Kindly revert me if you have any clarification. My response: I sent it to our SR director of Development – if he is interested he will reach out to you Thanks, Jim, I am just sharing my contact details below. If I want to contact your SR director also, I can do that with your permission. Again I need to thank you for spending your precious time. Thanks, My response: – if he is interested he will reach out to you, I have nothing to do with IT (Trying to be nice) **Hi Jim, if you could give me about 20 min time slot in your schedule? I can arrange a meeting to discuss our company profile. Kindly share your email Id, so that I can send you a calendar invite. Thanks, My response: I have nothing to do with IT (Expecting that they got my “not interested” message and will keep their word…wait for it… another inbox that was even longer) Hi Jim, Thanks for your candid response !! This corporate presentation is just to introduce my company profile, IT services & our projects for about 15 min, so in the future, if you have any requirements you can consider us. So if you have any leisure time, please let me know. I will not text anymore and disturb you until you text me. Have a great day !! Thanks, My response: Thanks – Not interested though. Have a great week Now you get it, using the above example let’s look at three lessons we can learn on how to do effective sales pitches on LinkedIn, 1. Do your due diligence – Before sending a generic sales pitch, research properly. You can look through the person’s profile and take a further step by visiting their website for more information. If the above “connection” looked through my profile and company, they would know that we did not need the services they had to offer. 2. Listen – active listening is one of the most important skills a sales representative should embody. It is not limited to the actual hearing, and in this case, it meant following and understanding what I wrote. I was kind enough to tell the person I was not interested, but they just ignored me and continued to push their sales agenda. How rude! 3. Develop a relationship – LinkedIn is a networking platform, meant for making meaningful connections and learning from each other. Believe me, marketing will happen automatically after developing a direct relationship with your connections. The connection may not buy from you but could be a credible referral source in the future. LinkedIn will continue being a great business-to-business networking platform that could be an invaluable marketing asset when used well. Change your strategy with these three tips and experience better results with a bigger meaningful network. Don’t get me wrong I get tons of great connections who understand it, here is one I recently got over the weekend. I am actually excited to learn more about this person below and see if we can work together someday. Hello Jim, Thank you for connecting with me on LinkedIn. I look forward to communicating with you and learning more about your business. If I can be of any assistance in introducing you to people in my network please do not hesitate to let me know. Best Regards, XXX Have you been through a bad LinkedIn experience? I would like to know how you handled it. This blog was first published on LinkedIn

Ten Principles to Drive Effective Collaboration-part 1

As companies become bigger and customers demand more from them. rapid growth poses a new challenge for seamless service delivery. This is where collaboration comes into the picture. Collaboration can be defined as two or more people working together to create or achieve the same thing and we often think of it as an activity stream where information passes from one department to another. If you are only looking at this process from this angle however, you may expose your enterprise to the inherent risks of information overload and misinformation, which will eventually affect people outside the organization and negatively impact your chances of success. To foster active collaboration, practice the following principles as a foundation. Focus on business results Start with the end in mind. What business goals are most critical to business success? Some goals have greater value than others do because, when achieved, the ripple effect leads to the achievement of others without any effort. Focus collaboration on the business aspects that have the highest impact. For example, focusing on employee engagement will lead to higher customer satisfaction levels, happy employees and contribute positively to the bottom line. This means that collaboration among all concerned parties, including entry-level employees is of utmost importance to the company. Encourage high standards for information sharing It should go without saying that for effective collaboration between parties to be possible, you need to have open communication. It is very common for people to hold a meeting that yields nothing and is a total waste of time because the discussions were only about office politics. To overcome this, train, promote and reward employees who practice high standards in their dialogues and discussions. When employees consistently observe the high standards, it leads to open information sharing. Align information and authority During a meeting, not every person is the decision maker but everyone should contribute to the discussion to supply the critical information upon which the ultimate decision depends. You need to align the information flow and the authority to make decisions. The challenge to overcome here is getting information from people who keep silent on crucial matters, which can have an immense influence on the decisions made. Your task is to ensure that the people preview to sensitive information, have authority to make certain decisions on their own or with approval from a senior manager. Encourage Accountability Closely related to the above point, personal accountability is essential for effective collaboration. When every person takes responsibility for his or her actions and how it leads to the success of the business, then collaboration becomes easy. An employee who does not take ownership of their roles will be the first to hoard information because they just do not care what happens. On the other hand, an employee who is accountable will immediately report a matter to the manager when they feel it has an effect on the business. When responsible, like-minded people work in a team, you will achieve greater business results. Look at collaboration as a competence Collaboration is one piece of the business success puzzle, and we know to complete the puzzle all pieces must fit in correctly. The other pieces include business rules, processes, quality standards, systems, staff duties, organization roles, data flow, and management style among others. You need to align all the pieces well and monitor on all of them equally so that your puzzle does not grow disproportionately. Collaboration will help you achieve this and much more. In summary, effective collaboration extends beyond the available collaboration technology. The entire team should roll up their sleeves and do all it takes to ensure they achieve business goals seamlessly. Focusing on business results, encouraging high standards of information sharing, aligning information and authority, promoting accountability and looking at collaboration as competence, will give you a head start in driving effective collaborations in your organization. Look out for Part 2 of this topic for more principles.

Is Your Call Center Ready to Adopt Integrated Customer Engagement?

Call center environments are constantly changing with the trends, just like any other business in this century. To keep up with the trends and meet customers where they are you need to embrace practical strategies. To start, consider who you are, where you want to go, your capacity and your customers’ profile. To integrate means to combine one thing with another so that they become a whole. Integrated customer engagement involves interacting with customers via a single face as opposed to several channels. It is a harmonized operational model that ensures you respond to customers in a preferred manner. The 21st century has expedited the evolution of call centers from multi-channel to Omni-channel interactions, driven by your customers’ journey with you, which is more vibrant, non-stop and easily reached. Most call centers became contact centers to accommodate the above changes. Are you ready to adopt an integrated approach to meeting customers’ needs? Here are some key signs you are ready to adopt a seamless customer experience: 1. Channel Ownership Challenges If you are currently struggling with channel ownership, whereby, agents in the voice department only know how to work the phones or the live chat agents only know how to interact with customers in that way then it is time to align your services. Your agents should be well-rounded because customers may reach out through various platforms before a problem is resolved. For example a customer may connect with you via email, but due to the complexity of their issue require a phone call. If you have to redirect them to someone else then you waste time and the customer will have to explain their issue all over again. When you align your offerings, the customer can get assistance from one agent. The faster a customer gets support, the higher his or her satisfaction level. 2. Technological challenges For your call center to deliver on commitments you rely heavily on technology. If you are at the point of having several systems, separate customer relationship management for each department, multiple sources of data for performance evaluation, several routing options and lots of contact management, you should consider an Omni-channel strategy. Managing different departments that handle various aspects of customer support can be stressful for you, not to mention costly for your company. When you streamline your operations you can also optimize your operations. 3. Operational challenges The day-to-day running of a call center requires proper planning. If you feel you are expending too much energy streamlining operations in different departments, and how they relate to each other, then you need a different strategy. Likewise if you are spending too much time trying to marry data from different departments to understand your customer v. spending that time satisfying your customer, focusing on an Omni-solution could be your answer. Complex department structures can also affect customer satisfaction. The back and forth of checking which channel is lagging behind and evaluating performance is taxing. With a simple, streamlined end-to-end process, your operations will be seamless and thus increase your ability to keep agent and customer effort low and satisfaction high. If your call center is experiencing the above challenges, not all is lost. Here is how you can start the implementation process:- Plan – chart your course from where you are to where you want to go. Every key stakeholder should be involved in the planning process for it to incorporate every aspect. Act – after thorough planning, ensure you put the plans into action. Allocate the necessary resources; undertake training and use your strategy document as your guide. Optimize – evaluate your performance and improve areas that will give customers superior experiences as well as achieve corporate goals. In summary, integrated customer interactions will affect your center in a positive way. When you resolve the channel ownership, technological and operational challenges, you will be on the right track to implementing an Omni-channel strategy. This blog was first published on LinkedIn

The Effect of Training on the Multi-channel Environment

The connected consumer has changed the way businesses communicate, especially because of their high expectations. What are these expectations? Consumers need to hear from you when they want to and through their channel of choice. The implication of this heightened expectation is that you have to be accessible on all communication channels. Simply put, you need to have a multi-channel communication strategy. Multi-channel communication goes beyond the traditional customer care hotline to include email, social media platforms, mobile, live chat, and self-service options. Does your contact center support your multi-channel communication strategy? If yes, how prepared are they to handle all customer demands and offer a seamless customer experience? These are important questions which is why contact center management puts a lot of effort into people development through training the agents. The following is a detailed analysis of the effects of trained agents as part of your business. Increased Staff Loyalty Call centers employ a large number of agents and training them well takes huge amounts of resources. It is always a win-win situation when agents are loyal to the company. Training of agents in multi-channel communication helps them to find their work more interesting and diverse. With multi-channel communication there is no monotony to say answering calls all day long, day in, day out. An agent can take a hypothetical break from the phone when responding to an email inquiry. They become rounded agents – thus can step in when the demand from one channel increases. This keeps them happy with their work environment and prevents them from looking for the proverbial greener pastures. Enhanced Teamwork Without proper teamwork, your agents will not be effective and efficient especially in the multi-channel environment that gives them access to several touch points. Agents that work for and through each other achieve tremendous results in a shorter time. Teamwork begins at the individual level. If an agent feels good about his work environment and teammates, he does his best to make the environment even better. This training exposes them to numerous opportunities of learning, developing, and building a solid career in the call center. With the diverse knowledge gained, agents are able to switch roles easily. Empowered Agents An empowered agent is one who has the authority to make decisions on behalf of the company. For example, an agent that is allowed to provide customers refunds up to a certain level without consulting with the manager is empowered. This agent takes full responsibility seeing that customer concerns are resolved within the shortest time possible. Training agents in the various ways they can offer the desired customer service instills in them trust in their capabilities of satisfying customers. They go the extra mile and are more devoted to their duties. This empowerment increases productivity, lowers operating costs, and helps them to embrace change easily. To management, empowered agents are easier to lead which provides more time to be dedicated to the strategic advancement of the call center. Increased Customer Satisfaction The essence of a call center is offer customer service support and ensure the customer receives the best experience. Well-trained agents offer a superior customer experience and are well equipped to handle questions and issues of all types and resolve them quickly. Have you ever talked to a customer care representative who was not helpful; especially in regards to the information you required, either due to the lack of right information or poor customer care? That experience leaves you dissatisfied with the company and more often than not, they lose you as a customer. However, when you are satisfied, you become their brand advocate. In conclusion, training your agents in the multi-channel environment is beneficial to all stakeholders. The effects are increased staff loyalty, enhanced teamwork, and empowered agents which all lead to increased customer satisfaction. As Aristotle, the ancient Greek scientist and philosopher said, “Excellence is an art won by training and habituation: we do not act rightly because we have virtue or excellence, but we rather have those because we have acted rightly. We are what we repeatedly do. Excellence, then, is not an act but a habit.” Therefore, continuous training of agents ensures excellent customer service is provided across the multi-channels. This blog was first published on LinkedIN

How to Implement a Culture of Collaboration and Communication

Collaboration and communication are both essential to a good customer experience. It may sound obvious, but there are several areas in which a basic lack of either one often leads to a breakdown in customer service. Internal Communication Internal communication is the basis for all effective customer interaction. If your team members do not understand what the company stands for, what the relevant policies are, what products and services are offered or what their individual roles within the company are, they will not be able to provide a positive customer experience. Do not assume that new hires will retain everything presented in an initial training session. Plan for ongoing roundtable discussions and have an open-door policy so that two-way communication becomes the norm. Communicating Company Values Your company’s vision and mission should be printed up for everyone to see. You will also want to make sure that each team member understands these statements and clearly sees how he or she fits into the overall workings of the company. In addition to being displayed in print, your values should be reflected in your company culture and communicated to your customer base by means of your policies and daily operations. Communicating Policy Your company’s policies on various issues should be clearly written and accessible for your employees to review. However, more than simply publishing a policy list is required. To effectively communicate policy, you must help your team to understand the rules and how and when they are applied. Each team member should be able to clearly explain various policies to customers in an easy-to-understand manner. Informing Customer Expectations Clear communication on the part of your brand should result in customer experiences that align with expectations. This is where accurately communicating your values, policies and standard procedures to your team directly pays off. For example, if you sell physical products and have a strict return policy, that policy should be clearly stated in sales materials. Your sales team should also understand how the prospect of future returns affects the sales process and should inform the customer about the policy ahead of time. If a customer enters into a transaction with full knowledge of whether or not the sale is refundable, he or she will not be taken by surprise if a future return is not accepted. Setting clear customer expectations is a major factor in customer satisfaction and retention, even if problems do arise with a product or service. The Value of Collaboration Collaboration involves communication but takes it one step further. To maintain a collaborative environment, all parties must work together toward a common goal. Now that you have laid the groundwork by creating an atmosphere of open communication, you can foster collaboration by asking for team members’ input on important decisions. You can also collaborate with customers when appropriate, such as when planning a new product or service or participating in a community event. No organization can hope to optimize its customer experience without laying a foundation of open communication and collaboration. Doing so involves both internal and external relations and is an ongoing process, but all the hard work pays off in the long run.

Contact Center Data-insightful Information

Contact centers measure and monitor everything that happens with its employees, customers, and technology. The result is a compilation of data that is analyzed and reports derived from the analysis. There is high pressure in the industry for optimization, efficiency and profitability, and this data will help you know where you are. Every contact center has its ways of collecting this data and presenting it, and no one can afford not to have that information. Some use dashboards, or scorecards or both. A scorecard shows a historical performance while a dashboard shows the current performance. However, you need to use these tools together with other metrics that measure quality, productivity, customer experience, and costs. Today’s focus is on how you can use contact center data as valuable insights. To use this data for insights means going beyond keeping score on your agent’s performance, and integrating it with data from other systems to have a comprehensive analysis. Here are the steps to translate data into insights for decision-making: 1. Understand the Trends The first step is to analyze the data to understand what is happening in the contact center. Consistent data analysis will bring out a trend that shows the value of the data. If the trend is not leading the center to its desired direction or achieving the set objectives, you get to know where the problem is. If it is heading in the right direction, then you know what to keep doing. Trends can also help you know your position in the industry when you compare with other companies. The secret is to define what you want to achieve with the data collected. 2. Uncover the Why From the trend analysis, you need to uncover and understand why it is happening the way it is. For example, if your analysis indicates a drop in sales of a particular product, you need to look deeper into the data to understand why sales are falling. Turn every leaf over to get meaning as to what is causing the drop. Only with the understanding of why can you come up with strategies to turnaround the situation. 3. Create a framework With the information above in place, you need to build a structure of next action points. Look at the “what ifs.” You can use multiple charts, tables or graphs to evaluate different what if situations. For instance, if you change a particular strategy, what will be the probable reaction from customers? The framework will help you see how a certain trend will influence the future of your contact center. The framework will be a compilation of insights that show you what will happen if you do one thing or the other. 4. Make the Changes Data is only valuable when it is translatable to actionable insights. It is time to move to action. You have a working framework and you can only know its success by implementing it. Establish guidelines to help your team bring to life the insights gathered. Bringing it all together Data analysis and interpretation are a continuous process that should facilitate decision making in the contact center. By using these four steps, understanding the trends, uncovering the why, creating a framework and making the changes will help you use the data as insightful information. Point to remember is, data will be as numbers if not translated into valuable insights that are actionable.

6 Tips to Increase Your Leadership Proficiency

They say you get better with age, but does it just happen? As I thought about this and evaluated my own leadership journey, I realized it does not just happen. You can be growing older but not getting better. It requires deliberate effort to get better at whatever you commit to do. As a leader, you most likely started out as an entry-level employee, rose to a supervisor, to middle-level management level and then to senior management level. This journey takes time and character adjustments. You need to grow from a personal level to grow your organization. As Jack Welch quoted, “Before you are a leader, success is about growing yourself. When you become a leader success is all about growing others” I believe each level requires new skill sets but here are six tips that can help you increase your leadership prowess to take you to the next level: Engage in Personal Development: You are as good as you believe you are, and thus act in accordance with your beliefs. As a leader, therefore, you can only increase your competencies by being in touch with whom you are and your potential and aspirations. You can enlist the help of an executive coach or a life coach to make this process shorter and more effective. Be a life student: Readers are leaders however, as Harry S. Truman put it, “Not all readers become leaders, but leaders must be readers” the difference is in what you read. Read material that is helping you grow to be the leader you want to be. In today’s competitive market place, the leaders who stand out are the ones who evolve quickly with the trends. The fastest way to keep evolving is through reading your industry reports. However, do not leave it at that put into practice the new methods of doing things that you learn. Be authentic: The people you are leading can tell when you are being real with them or not. Always be honest when interacting with every employee to the biggest customer. Being honest includes owning your mistakes; every so often, you make a wrong decision. When you push the blame to others, you lose credibility with your staff. However, when you are open, you build trust with your staff; you know that without trust, you will have no followers. Be a Visionary: This means you do not accept the status quo and are open to new information. A visionary leader has a vivid imagination and can paint the future today. When you have the ability to visualize the future and write it on paper as a vision. Then inspire others to work towards it, you set yourself apart. Do not be afraid of taking risks as long as you believe in your vision. As a visionary, you should not only take big risks but also calculated ones. Therefore, you will put together your action plan with a specific strategy in mind. Be a good Communicator: You can have all the right strategies to propel your organization forward, but if you lack good communication skills, they will remain as ideas. Cultivate your communications skills, both verbal and written. The result will be a team that knows exactly what the vision is and how to go for it. Good communication is not one sided, you need to be an active listener. Listening to your staff is important because they have ideas that will contribute to your vision and make it larger. With open communication, your team will reach great milestones faster. Mentor others: Your expertise and achievements puts your name out there. Did you do it all alone? Chances are you didn’t but worked with a support system of your staff and fellow mentors. Your expertise comes together when your team is right behind you, moving when you move and halting when you halt. However, after it all, you will pass the mantle to someone else. The best thing to do is to mentor others. Through mentorship, you can inspire them to become the best version of themselves and learn from your mistakes. In conclusion, step out and be the leader that you are meant to be. Incorporate the above six tips into your growth plan and enjoy the ride to top management. What tips have you used before that improved your leadership expertise? This blog was first published on LinkedIn.

Transforming Customer Care with Four C’s

Many components must be carefully orchestrated for business success, none of which is more critical than Customer Service. Customer care has evolved over the last couple of years primarily due to digital advancements. To set yourself apart, you need to incorporate the 4C’s, which stand for customer experience, conversation, content, and collaboration. Look at them as pillars that hold your client service together. Working on these components in unison and actively managing them will transform your business. Let us examine these four elements and the ways you can use them as a competitive advantage. Customer Experience Customer experience is the product of interaction between a customer and an organization over the duration of the relationship. It reflects how the customer feels about the company and its products. Customer experiences are conversation starters because customers will talk about your products and the customer service they receive from you. If they are happy, they will talk positively about you and thus, build your business. If they are dissatisfied, they do not talk about it, and when they do, it will damage your business. Therefore, giving your customers great experiences is an investment to the company. To transform your business, generate positives conversations with customers by offering superior products and excellent customer service. Bring the same offerings you are giving offline to your online platforms. Social media is a powerful tool for reaching all your customers at once. Drive positive conversations with your customers by managing their customer experiences. Happy and satisfied customers grow from being loyal to becoming brand advocates. Conversation Conversation is the exchange of ideas between people. Customers have discussions with employees via the various platforms from phone to social media. Conversations build on customer experiences and go the extra mile observing, facilitating and participating in the discussions. Real and meaningful conversations take place when the employees are helpful to the customers. They seek to understand better their issues as well as offering them solutions. Actively participating in discussions on social media brings you closer to the customers and gives you a human face. Begin by listening to your customers – what are they asking? What tone are they using? What matters more to them? – And respond appropriately. Following these conversations will help you understand customers better and thus direct your product development and content strategy. Content Content is the information and communication you present to your customers. It should be relevant, fresh, reliable and accurate. You can orchestrate your content to generate conversations in the direction you want it to go. You cannot afford to leave the course of conversations with your customers; create a content sharing strategy. The content you share determines customer perception towards your organization. Do you position yourself as an expert in your field? Does your content help customers understand you and your products? Does it create value? Your content should accomplish these tasks and much more. Have a dedicated team to develop and implement a content sharing strategy. They should monitor social media conversation 24/7, and answer customers in a timely and relevant way. Remember, great content will grow your reach. Collaborations Collaboration is working together to achieve a common business objective. The goal, in this case, it exceptional customer service thus the company and customers should work together. When you loop in customers, they will freely offer their assistance to grow your business. The involvement helps them feel important, valued and appreciated, which will increase their commitment to the organization. A customer will be proud to be associated with a great company and will spread the positive word around as well as defend you where necessary. Create communities on social media and let customers interact with each other in a safe and controlled environment. That sense of belonging will go a long way to transforming your business into a success story. In summary, these four components – customer experience, conversation, content, and collaboration – intertwine to utilize the power of the people and social media. You cannot have one without the other. Follow these Best Practices today and avoid gaps in your customer service strategy.

Challenges for Call Center Workforce Management

A call center boasts a large number of employees given the nature of its operations, 24 hours, 7 days a week. Customers need actual assistance day and night, and an agent is always present to provide the service. Other than hiring the vast number of agents, the managers need to schedule their working hours, have temps on standby for the busy seasons and maintain a productive team. The workforce is an enormous asset for the call center because they are at the forefront of ensuring that customers are satisfied. They need to be well managed to ensure optimum performance. Here is a list of challenges that you expect to deal with when managing a call center workforce. High Turnover Rates Call centers experience the highest turnover rates around the world. The high turnover poses an enormous challenge for the leaders to manage the agents. For instance, it is the peak season, and 10% of your employee quit. You have to recruit and train new staff to fill in the 10% gap left, motivate and encourage the remaining employees so that they do not leave as well and process the papers for the employees who left. Remember that the call center operates all year round; therefore, you do not have the luxury to wait and see how the remaining employees will handle the calls. Research shows that a majority of people quit their bosses, not their jobs -they need income to live. Tip :- Create a work environment that fosters cooperation between the agent and managers. A positive work environment will lower the high turnover, therefore, making your tasks a little easier. Workload Forecasting A significant role of workforce management is forecasting agents’ workload and creating schedules for the staff. When you under-staff the center, customer satisfaction levels drop, and the agents are overwhelmed. When you overstaff the center, agents will be idle and thus get bored with the work and the call center will waste resources. The challenge is finding the correct balance; to handle the workload at your service-level target using the least number of agents. Creating a schedule that matches the anticipated workload is tricky. Tip:-Assess the previous workload reports and use that information to forecast the plans and activities that will influence the future workload. A Strong Possibility of Making Errors The numerous tasks involved in workforce management increase the chances of making mistakes. From maintaining employee files to recording attendance to documenting the expenses and the list go on. The situation becomes worse if you are doing all these things manually. To err is human, and that is bound to happen when you get tired of the tedious manual work. The entire call center will be affected by such mistakes. Tip:- Utilize available workforce management software that makes forecasting, scheduling, measuring, tracking and all other management tasks easier. The automation will make your work fast and seamless, giving you more time to focus on the welfare of the agents. Monitoring and Measuring Performance It is essential to monitor and measure agents’ performance because you will know the areas that require commendation or improvement. The challenge is setting realistic goals that can be achieved within the specified time frame. Without clear objectives, you will be tracking and measuring the wrong data. The result will be confusion and directionless efforts. Tip:- Set goals that are realistic and in line with the organization’s vision and mission. Automate the tracking and measuring process to get accurate results that will lead to improved performance. In summary, these four challenges high turnover rate, workload forecasting, a strong possibility of making errors and monitoring and measuring performance can paralyze your workforce management efforts. However, when you plan well and automate where possible, your efforts will be fruitful. You will have energized and motivated agents who go the extra mile to meet customers’ needs.

4 Ways Live Chat Can Improve the Success of Your Online Business

Managing a successful online business is hard work. Although everything operates on the internet, your success hinges solely on whether you can attract customers and generate sales. Live chat customer services are enabling businesses everywhere a way to reconnect with customers to increase sales and customer satisfaction. Improve Customer Experience Live chat offers customers the assistance and convenience they need when accessing your sites. Customers enjoy the convenience that comes from being online, but when they need answers, they often find they have nothing and no one to turn to. Customers don’t want to spend their time looking for information on products and services they feel should be readily available. Make live chat services available for customers to use and significantly transform customer experience in the following ways: Reduces wait times. Eliminates the hassles of phone calls. Increases customer satisfaction. Increases product and service sales. Reduce Operational Expenses In this day and age, businesses are finding it challenging to maintain a balance between operational expenses and profits. Organizations large and small are feeling the pinch and are constantly looking for ways to minimize their expenses. Adding website customer service can help online businesses everywhere to stop the loss of valuable time, money and resources. Benefits of online customer services include: Increase employee productivity. Increase flexibility and remote capabilities. Reduce overhead expenses and equipment costs. Employees are less likely to waste time on the phone and utilize more of their energies in the chat system. Customers receive more attention, faster responses, and assistance, thus improving the overall quality of information and services they receive from your company. Reduce Bounce Rates to Increase Sales When customers go to a website for a product or service, they don’t always have all of the information they need to make an informed purchase decision. In many cases, they are confused and may still have questions that could trip them up during the purchase process. Customers need guidance, reassurance, and information to encourage them to purchase. When there are online chat customer services available for them to provide these features, your bounce rate will drop, and sales will skyrocket. Online chat services also present the perfect opportunity for cross sales to increase your profits even more. Gain Useful Insight One great way to gain an edge and improve customer experience is to add the live chat feature to your websites. Customers are no longer calling in to complain when they have a problem. Many of them are rushing to tell their peers and post on social media how displeased they were without giving businesses a chance to rectify the situation. Live chat offers customers a way to make their complaints heard so they can be acknowledged and resolved. In turn, you can take the feedback that you receive from your customers and use it to create better products and services, and even tweak your website to better meet the needs of your customers. Considerations To improve the effectiveness of your chat services, make sure that your representatives are very knowledgeable and resourceful enough to find the answers they need to properly assist customers. All responses should be personable and relevant. Don’t turn off customers with robotic responses that don’t really address their concerns. Encourage employees to ask for the sale each and every time. Generating sales through chat offers customers a concierge-like experience that incentivizes them to return and do business again. Test different chat software before selecting the best option for your business. Train your team and be ready to make adjustments as needed to improve the effectiveness and responsiveness of your chat services. This blog was first published on LinkedIN

Moving Beyond Transactional Leadership: How to Be Transformative

To really engage and inspire your team, you need to do more than simply react to circumstances as they arise. You must be willing to transcend the position-oriented, rewards-based compliance that is often tied up with transactional leadership and towards a values-based style of leadership. The question is, where do you start, and how should you proceed? First, Narrow Down Your Vision The key to implementing a transformative leadership culture is to begin with a vision instead of a number. What do you envision for your company? Think in terms of values rather than sales or other quantifiable metrics for now. If your organization could make a difference in the world, what would that difference be? Communicate and Inspire Now that you have your vision clearly in mind, cultivate the art and skill of communication. To inspire others to work with you toward a common goal, you have to get them to buy into your vision, to share it with you. The punishments and rewards system of management has no place in the transformational leadership model. Make It Happen To be an effective leader of your organization, you have to do the hard work and get the ball rolling. It is your job to make tough decisions, take risks, rise to meet challenges and go the extra mile to see your vision become a reality. This takes courage and decisive action. Fuel the Fire Learning how to inspire others takes time and effort. Observe other inspirational leaders and tap into their leadership qualities and what enables them to connect with their listeners. Your passion for your project and your drive to make your vision a reality will be the main sources of inspiration for others. Connect With the Team Get to know your team members. Learn their names and what motivates them. Connecting on a personal level helps each team member feel that he or she has an important role to play in carrying out the company’s mission and vision. Set the Example Understanding your own vision and being able to communicate it to others is of no use unless you are also living up to the standards you set for the team. As a transformational leader, it is up to you to set the example you want others to follow. This goes for attitudes as well as concrete actions and behaviors you want people to emulate. Follow Through It is essential that you keep yourself motivated and inspired, and revisit your vision and mission periodically to make sure you are still on board with your stated philosophy. If you notice that your enthusiasm is starting to wane, it may be that your vision has changed or that you have gotten distracted and need to get back on track. If you find yourself in a situation where you are not following through, and people are left hanging, this could spell trouble for your organization and for you as a leader. You must continually revisit and reassess your stated goals. Having a team of trusted advisors is one good way of keeping your company and yourself on track. Transformational leadership is based on character, commitment, attitude and pride in one’s work. These aspects of company culture filter down from leaders and managers to individual workers to create an environment where change and innovation are sought after and embraced.

Integration of Live Chat and Social Customer Service: A Logical Evolution

Just stop for a moment and think about what that term means to you. What images does it conjure up in your mind? A smiling and pleasant clerk in a store, restaurant or other business? A busy call center with people fielding multiple customer phone calls? Getting help from a live chat operator or email representative? How about having your question or issue responded to on social media? Yes, make no bones about it, social media is the new frontier of customer service. So much so that we must be calling it “social customer service.” A Historical Look For a long time, traditional customer service was delivered via phone only (in part because there were no other options aside from physically going to a business). At first, the “operators” were more or less only that. They answered calls and processed routine tasks like returns and exchanges. Over time, however, things began to change. Companies began to realize that the interactions that their customer service agents were having with customers were actual marketing and branding opportunities. How well (or not) a customer’s issue was handled could have a direct impact on that person’s view of the company—and whether or not they would choose to refer the company to others or to do business with that company again. Customer service isn’t just a drone task, it’s a huge part of branding and marketing. This reality hits home even more as competitionincreases. Consumers almost always have other options so they do not have to tolerate sub-par customer service. At the same time, other modes of delivering service entered the stage. First it was email and then live chat. Brought about not just technological advances so much as consumer demand, companies everywhere scrambled to integrate these modalities into their service offerings. Doing so became yet one more competitive differentiator and potential branding tool. How quickly as well as how effectively companies could resolve issues became the way to stand out in the crowd. The Next Frontier Once again, the winds of change are a-blowin’. Social media has long ago moved from fad to norm in so many parts of people’s lives—why not customer service as well? Isn’t the whole point of customer service to service customers? Shouldn’t that, by definition, happen when and where customers want it versus when and where companies want it? And where are customers these days? On social media. Consider these facts: In 2010, 25% of businesses looked to social media to deploy customer service. By 2020, that number is expected to rise to 90%. 33% of consumers say they have used social channels for customer service at least once. 18% say they do so regularly. 20% of Fortune 500 companies routinely engage with customers on Facebook. These statistics give some look into the growing importance of social media as a customer service mechanism. But, in addition to considering this, we should also consider the harm that can be done by not venturing into this new frontier. It’s a known fact that people will take to social channels to share their experiences—good as well as bad ones. Negative reviews on sites like Yelp are not the only online commentaries about which to be concerned. There is nothing to stop someone from making a post on Facebook, Twitter or another platform that positions a company in a less-than-lovely light. Of people who used Twitter to comment about a negative experience with a company, 58% never received a reply from the company in question. That’s a lot of companies leaving their brand reputations in the hands of other people. That’s a lot of damage that can be done. That’s a lot of opportunity for companies who want to do it right. Challenges of Social Customer Service While social media offers tremendous opportunity and power to companies as a customer service vehicle, doing it right is not easy. This is in part because of the need to continue to offer service via other channels at the same time. This forces businesses to balance a lot of things. So, while social media should be looked upon as the frontline of today’s—and tomorrow’s—customer service, it must be done based upon a solid plan that addresses the potential pitfalls. Following are the five areas in which too many companies fail when adding social to their service menu: Integration with CRM and Marketing Databases Failing to do this is missing the point of using social channels for service. As noted above, social media gives companies the ability to more effectively control their brand reputations. A strong brand reputation is an integral marketing tool. By simply answering a question online and moving on to the next one, the marketing potential is completely overlooked. Conversations and customer information from social customer service interactions must be fully integrated into sales and marketing databases. This keeps the conversation going in a way that allows the customer to be nurtured for future business. Consistency of Voice and Service Quality Every company has a personality and an associated “voice”. Managing that and ensuring consistency in whatever that voice is can become harder as the number of channels grows. Social media may also provide additional limitations like word or character count that further add to the hurdles here. The voice that is used directly reflects and impacts the level of service that a customer experiences. Controlling this is therefore vital to service delivery and brand reputation. Understanding the “Place”’ for Each Channel Particularly with respect to social media, there are some times when a conversation will need to be taken offline. This may be to protect sensitive or private customer information or to more effectively work with an unhappy customer. Companies need to train reps when and how to do this—and how to close the loop back on the original social channel. One note of caution—some businesses divert conversations away from social channels too quickly. This also should be considered as finding a middle ground is important in this area. Proper Staffing Levels

Customer Experience the New KPI’s for Contact Center

Contact center KPI’s are a widely discussed topic. Reason being, if you cannot measure it, you cannot manage it. The Key Performance Indicators help you measure the agents’ performance and therefore manage their actions. However, it is sometimes difficult to define, control and meet all KPI’s. On one hand, the people think about the agent’s productivity, and KPI’s that measure quantity or volume, speed, time, service level, cost per contact, self-service rate and technology all come into play. The company’s aim is to meet customer’s needs at the lowest cost. On the other hand, the customers need superior experiences with the contact center and these KPI’s come in handy to measure customer satisfaction levels. These metrics include first contact resolution, the speed of resolution, resolution rate, quality, level of service and self-service success, repeat business and many others. The customer needs fast, reliable and personalized services. It is a delicate balance for the contact center. How can you merge customer experience and productivity to satisfy both parties? Align your Metrics Strategy With the above explanation, you will notice some misalignment. If you place more effort on productivity, you compromise the customer experience, and when the focus is on measuring customer experience only, you affect productivity. You need to align your metrics strategy to your corporate objectives. Your metrics strategy should bring together the two interests, and, therefore, include; How self-service is working across the various channels How agents handle customers across these multiple channels. How to reflect productivity (efficiency) and customer experience (effectiveness) and the cost implications as a balanced equation. When your metrics plan is in alignment, you will develop tactics that balance productivity and customer experiences. Retain Traditional Performance Indicators Traditional key performance indicators focus on the agent’s productivity. You should retain them as a baseline for evaluating agent’s performance. They are necessary for the contact center as you will monitor the output of your agents and can then create an effective workforce management plan. As much as you are retaining the traditional KPI’s, you should take it up a notch by defining who is accountable for what, that is the leadership, the supervisors on the floor and the agents handling the interactions. Provide the necessary information for each user for them to assess where they are and whether they are meeting the desired goals. Introduce Customer Experience Indicators Customer experience metrics focus on quality. They may be subjective because you pull the data from customer surveys – customers options may be biased depending on how their last interaction went. However, you should incorporate them into the main metrics strategy for a holistic approach. Pull data from the various communication channels not forgetting the new self-service channel. Important to note is that some metrics are specific to what they measure like service metrics focus on productivity. However, when you introduce metrics that focus on optimizing customer experience like efficiency metrics, the loop is complete. Keep working on the metrics until you find out which pairs meet your corporate objectives well. There is no “one size fits all.” In summary, to bring the new contact center KPI to life, align your metrics strategy, retain the traditional KPI’s and introduce customer experience indicators. Look beyond the accessing and delivering reports for analysis to creating scorecards that extract data from multiple channels. The data will give precise information about the agent’s productivity and customer experience levels.

Understanding and Getting the Most out of Live Chat

No matter what kind of business you have or the industry you’re in, you can always use another way for your customers to get in touch with you. Live chat services are essentially like sending text messages to someone without having to know the other person’s number and sharing messages without needing a phone. With more people preferring to text rather than talk on the phone, offering live chat can undoubtedly improve your service or business. The Advantages of Live Chat The biggest advantage of offering a live chat service is expanding your overall capabilities. You and your employees are able to remain in contact with your customers and audience, no matter where you are. Not only does this give your customer service team the ability to work wherever they like, it can also help reduce your total overhead costs. Another benefit is that you’re still able to ensure your company’s standards remain the same. You can take a look at all live chat transcripts and make sure your representatives are delivering the level of care you’ve built your company on and your customers expect from you. Something else to think about is that live chat services show your business is at the forefront of technology. Younger consumers grew up with instant messaging and are more mobile based, meaning they’re likely more comfortable with live chat than they are with other forms of getting in touch with your company. You also have to consider the fact that many people, no matter how old or young they are, groan at the thought of having to call a customer service number, listening to a recording of menu options, and having to wait for the next available representative. Think of how many potential customers you may have already lost because you don’t offer a method of communication they prefer. Using Live Chat the Right Way Just like with any tool, live chat has to be used the right way if you hope to reap the full benefits. The first thing you want to bear in mind is that live chat should not be used to duck customer service calls. It’s also not a good idea to use live chat primarily as a way to cut costs; there are better and more effective ways to do this. It’s best view live chat as a way to improve overall customer satisfaction and your revenue. Live chat is also an effective way to improve productivity. While customers are dealing with troubleshooting, looking for information, or stepping away from the screen for a moment, your customer service agents can help other customers. One word of caution is to make sure agents don’t take on too many customers at once as doing so can cause more harm than good. Customer satisfaction should always be your end goal. If you aren’t familiar with live chat and its capabilities, start small and ease into it to see how it works for you and your employees. While you’re testing the waters, be sure to ask your customers how they like live chat and how it can be improved. After all, you’re doing this for them, so you might as well give them the best messaging experience possible. This blog was first published on LinkedIN

3 Reasons Why Company Culture Is so Important

Corporate culture is a term that is here to stay. When you hear that phrase, you may think of tech startups, millennials and remote employees with unlimited vacation days. The funny thing about culture, though, is that every organization has one, whether intentional or not. An organization’s culture has been referred to as one of the greatest competitive advantages a company can leverage. This means that, all other things being equal, the organization with the more intentional and engaging culture is likely to attract the most talent. Here are three reasons why taking the time to mold your company’s culture pays off. Happy Employees Equal Happy Customers When your team members are happy and engaged, their enthusiasm rubs off on your clients and your internal culture manifests itself as a positive brand image. Happy, helpful employees make for happy, satisfied customers, even when problems arise. Happy customers and a positive corporate image may also pay off in the way of attracting investors. Intrinsic Motivation Is More Powerful Than a System of Punishments and Rewards A supportive, intentional culture drives employee engagement. When your vision, purpose and brand values are clearly expressed, your employees are more likely to find satisfaction in doing meaningful work. When team members feel accountable because they are committed to your organization’s clearly stated purpose and to the customers they serve, they motivate themselves to do their best work. They maintain a sense of ownership that you can’t legislate or pay for. Another factor in this process is a culture that gives people room to grow and freedom to do their best work. Developing People to Their Full Potential Yields Better Results Than Training Drones If you are trying to create a factory atmosphere, you will be focused on molding people to fit your business needs. If, on the other hand, you wish to create an environment that celebrates creativity, innovation and service, you should focus on helping employees develop their personal strengths. Instead of outlining a particular career path for your company, such as sales rep, shift supervisor, team manager and so on, help your people grow and develop and they may fill needs you never knew the company had. Implementing a Culture That Works Every organization is different. Some companies do offer unlimited vacation and free meals during the workday. For others, though, these specific perks may not be feasible or even relevant. When choosing what kind of perks or activities to offer, think about what you value most and what sorts of investments would best sync with those values. In the end, fun perks are not the ultimate culture-creators. You should focus on what things are of value to your ideal employee, and go from there. For some businesses, that may be free lunch and bring-your-dog-to-work-day. For others, equity options and the space to be innovative may create the biggest draw. It may take time to get your employees’ work environment set up just the way you want to.However, because culture is an ever-changing thing,it will morph and grow over time. Instead of trying to create the ideal environment right this minute, focus on creating clear objectives for your brand, attracting team members who embrace those objectives and building connectedness throughout the company.

Functions & Tasks of a QA Team in the Call Center

Call centers handle thousands of customer calls every day and offering quality service is paramount to customer satisfaction.

2 Ways Live Chat Services Can Improve Online Customer Experience

Customers everywhere are starting to turn to the internet to conduct their business and shop. Website owners are scrambling to implement tools that will enable them to meet the needs of their customers without investing too much time, money and resources. As more customers start to increase their expectations to improve their experiences, many online businesses are finding it challenging to meet this demand without making some changes to the way they enable customers to contact and interact with them. By adding online customer services, you can improve your business’ efficiency and productivity. Here are some ways that you can enhance customer experience with online customer support. Encourage Feedback Customers are notoriously picky about the way they’ve been treated by a business. When they purchase products and services that don’t live up to their expectations, they are not necessarily going to return to your company to purchase or use those products and services again in the future. To help reduce the rate of unsatisfied customers, you need to implement a system that encourages all customers to leave feedback about their experiences. You need to know how your customers feel about your company and the products and services it offers. Don’t rely solely on surveys, they only tell half of the story. There are far too many factors that can affect the validity and truthfulness of survey results, such as customers rushing, not paying attention and more. Surveys are also far too limited in their scope for you to use to determine how your customers really feel. A more useful approach would be to use qualitative research and analysis to learn more about your customers. This will provide you with in-depth information about your customer’s behavior, attitudes, and experiences so you can make the necessary changes to improve customer experience and satisfaction. Use Live Chat Services to Promote Your Brand Customers are always looking for the latest and greatest customer service experience available. Fine tune your online chat support so that it represents your brand in the most amazing light possible. Every second that customers are on your website is an opportunity to promote your brand. Train your agents to provide exceptional customer service and support to each website visitor they encounter and increase brand recognition and reputation. Online customer support services should include : Agents who are ready and able to answer customer questions. Agents who can correctly identify customer concerns to provide the correct guidance, support, and resolution. Perfection is a hard thing to achieve, but it should always be your goal, especially when fine tuning your online chat support system. There are far too many businesses and options available for customers to choose from. Don’t give them a reason to seek them out. If there are on your sites, then they have chosen your company or brand for a reason. So be prepared to take advantage of the opportunity by doing everything possible to win them over as a customer. Any online chat program that you implement needs to be a good one. Along with researching different chat programs, be sure to look for other ways to enhance overall customer experience to encourage repeat customers and loyalty. This blog was first published on LinkedIn.

2 Questions to Ask to Get Your Company on the Right Track

Corporate culture seems to be a hot topic with so many startups and tech companies on the rise. No matter what type of business you run, you can take a page from the startups’ book and focus on molding your company culture into a positive, respectful environment that embraces innovation and change. Depending on the size of your organization, there is a good chance that you, as a leader, experience a certain amount of disconnectedness from the day-to-day operations at the customer level. Although valuable insights can be gained by spot-checking interactions and reviewing customer feedback, the people who really know what is going on are the people on the front lines of your customer-facing enterprise. These team members have good ideas about what would improve things in their specific departments, and tapping into their knowledge and experience can make a huge difference toward successful implementation of your cultural vision. What Ideas Do You Have? Ask your team members what ideas they have. What is one thing that might immediately improve service in their department? If you have a large team, you might ask this at the department level. Ask each department head to pose the question to his or her team and compile answers. Asking this question accomplishes two things: First, it fosters two-way communication. Knowing that their ideas are being solicited and listened to keeps employees engaged in the company’s vision, mission and service culture. Second, it breaks growth down into its most basic components, beginning with ideas and not asking for anything more at this point. Once you have a list of ideas, divide them broadly between what is immediately possible and what may be possible in the future. Then begin a dialogue about the ideas that are either easiest to implement or have the potential for the highest impact. Ask for input from other departments and from entire teams. The conversation has begun. What Will You Do to Stimulate Change Today? Now that the ideas phase is well underway, you can segue into the implementation phase of innovation. Taking the same approach you took with the first question, ask your team members what they will individually do today, this week or this month to implement change. By now, your people will have had time to process the ideas that flooded in during phase one and should have a good idea about the direction the company is taking. Asking each and every one of them what one step he or she will commit to taking to advance the mission of the organization may be enough to ignite a feeling of excitement about your overall vision and culture. Now that you have asked these two questions and created a collaborative spirit among your employees, continue the process by helping each individual to see where he or she fits into the grand scheme of things. Transformational leadership is not limited to simply inspiring others with one’s own ideas. It also involves creating an atmosphere of trust, responsibility and teamwork in every aspect of your organization’s culture.

Is Employee Loyalty Linked-up to Retention?

The high employee turnover in contact centers is a significant challenge to the management. Every human resource manager wants to hire and retain top talent, which contributes to the long-term success of the organization. If the company keeps hiring new employees, it distorts the smooth running of the organization especially regarding meeting customer needs. Employee retention that matters is of the performing employees because they add value to the organization. When you have long serving employees who are average performers, your organization will stagnate. Retaining top talent is not an easy task. Nevertheless, it is doable. Several factors contribute to your ability to keep your employees including, financial rewards, job characteristics, management and leadership style, recognition at work, career development opportunities, work-life balance, employee views on his or her importance at work, organization values and retention programs. Today I want to explore employee loyalty, which is a result of how the employee views his or her importance at work and its effect on retention. Employee loyalty is summed up as employees who are devoted to their company and know without a doubt that the company has their best interest at heart. They believe that they will achieve their career goals faster and effectively while working with you. In brief, these are the characteristics of loyal employees They serve with integrity. Meaning, they will always do the right thing for the business no matter how uncomfortable it may be. They take risks for the firm. They believe in the company vision, mission and core values. They contribute to discussions and give substantial reasons why they think that move will benefit the business. They speak out their minds especially when it is something you least want to hear about but is it true. They correct privately so as not to embarrass their bosses and peers. They work hard and smart to ensure they achieve their targets. They are team players because they understand the value of working together in harmony. They are true to themselves. They put in the effort because they want the best for themselves. They actively engage at work. They do not keep looking for work elsewhere. The above list is not conclusive, but you get the drift of what makes an employee loyal. To sum it up, employee loyalty is linked – up to retention. From an employee’s perspective, when they feel that the company is attending to their welfare, and they see career growth, they stay longer. They see a bright future; therefore, they will give their best at work to realize it. If an employee feels neglected and unmotivated, they search for an organization that will appreciate and value them. From the employer perspective, when an employee is loyal and gives their best, the organization is inclined to meet their expectations, thereby, increasing their chances of staying. As the employer works towards retaining the employee through implementing various retention strategies, the employee’s devotion towards the company grows to loyalty level. It is a give and take for the employer and employee. It is more like a psychological contract, where each expects something from the other for them to perform. The employees input is determined by the employers output and the vice versa. Both parties have to perform their duties for the relationship to work.

What Features Should You Expect with Enterprise Live Chat Software

In general, certain universal features should be included in all live chat software. This typically includes things like access to unlimited accounts, certain workflow enhancements, increased security features, live chat support from the provider, etc. However, users should also consider other enhancements that can greatly improve their experience. This often entails enhancements geared towards cross-channel functions, reporting, and data exchange/integration. Cross-Channel Functionality Overcoming the gap between voice and typed chat is an ongoing challenge for live chat software. To this end, cross-channel improvements can help mitigate any existing challenges related to chat functions, thereby offering a better user experience. For instance, advanced routing can be made possible by combing VoIP and telephony service providers. Such integration sidesteps the common problem of receiving a chat while already occupied with a call without affecting the ability to receive multiple chats or calls while engaged in that specific function. Improvements to cross-channel functions may also include adding a click-to-call feature, which affords visitors to a site the convenient option of contacting your call center via just one click of the mouse. Reporting Procedures Reporting can be a huge concern when it comes to live chat, so much so that improvements must expand beyond what is normally expected from enterprise-level software. This should include processes for handling large amounts of data, which is essential for proper analysis. To ensure all data is being thoroughly analyzed, reporting processes must be able to run on a weekly basis. This includes data generated from multiple levels, such as agent, visitor, and even organizational data. Without this ability your live chat processes are not living up to full potential, which can result in lost time and money. Data Exchange/Integration Manual handling of data is quite common with startup companies still attempting to establish a sound foundation. For those businesses at the enterprise-level, such procedures simply will not do. In this case, data exchange/integration processes must offer functionality that matches the scale of a particular business. Allowing an automated exchange of data can save time and lead to a more efficient process overall. Additionally, implementing custom-designed integrations must also be a factor to afford those features vital to optimally serving your clients. Additional Enhancements to Consider Of course, the above information represents a rather general view of the type of enhancements needed to increase functionality of live chat processes. Must-have features can vary from industry to industry, which may require an innovative approach to best serve your requirements. Improvements can also be delineated based on applications related to specific stages in the live chat journey, thereby helping satisfy client needs at every level. No matter what your individual needs may entail, being able to recognize those features that offer optimum functionality is highly important when seeking reliable software. The above offers a good jumping off point to securing the right software, one that will afford workable solutions to multiple challenges existing within your specific organization. This blog was first published on LinkedIn

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