Productivity and enhanced employee engagement among small/medium businesses (SME) can significantly boost the overall customer experience, according to a new survey from Jabra.
Between one-third and two-thirds of all small/medium businesses (SME) will either add unified communications (UC) or replace existing systems with UC within the next two years, according to the recent survey. What’s more, nearly half of the officials for all SMEs believes that having a headset to allow employees to stay hands free while on calls is vitally important and mobility is a priority for about one-third.
Another study from Jabra revealed that call-centric workers are more productive and 25% more engaged in their jobs when equipped with the right supporting technologies. These technologies could include advanced headsets that enable crisp-sounding calls, offer comfort for long call durations, and noise-canceling technologies to insulate from noise and interruptions.
“Productivity and concentration are critical in the increasingly competitive small business environment,” said Mark Derby, VP, Jabra. “Task-based knowledge workers and business managers in noisy open office environments need robust communications tools that deliver active and passive noise cancellation, integrated busy lights and easy to use, plug and play connectivity to ensure they are meeting customer needs, and providing superior levels of service.”
As a result, Jabra recommends the following steps to ensure that growing businesses make the most of their UC investments:
Drive productivity with seamless integration: Small and Medium businesses (SME) need access to the right tools to be fast, flexible, and efficient so they can focus on developing their business and increasing customer loyalty. Plug-and-play, intuitive UC solutions help to facilitate employee adoption and maximize the organization’s investment. Businesses should also look for the ability to easily switch between Lync and Skype for Business and mobile devices so that employees can continue to be productive on the go.
Improve concentration: Studies tell us that, on average, employees are distracted at work every three minutes and that it can take you as long as 25 minutes to refocus. These distractions are only increasing as office designs become more open. That's why noise cancellation is a must for growing businesses. The technology enables crystal clear sound when on calls and improves employee focus on the task at hand, helping drive business productivity and the bottom line.
Make the most of every call: Nearly 90% of customers will leave for a competitor after a negative customer experience. Given that, small and medium businesses should treat every call as if it’s an opportunity to strengthen their customer relationships and drive business growth. Hands free devices not only allow employees to better serve customers, but they ensure limited hold time and an overall better customer experience.