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Cloud-based Call Analytics

A cloud-based Call Analytics platform can assist your organization during and after a pandemic.

Covid-19 has introduced many changes in the workplace throughout 2020. In fact, for many organizations and their employees, the workday dynamics have changed. However, the need to remain productive and efficient has remained the same.

The employee experience and the customer experience has seen dramatic changes. Moreover, the expectations of the average customer have been adopted at a rapid pace.

This is a primary reason why if your organization hasn’t already considered implementing a call analytics platform, now may be the best time.

Here are 5 points to consider:

1. A better picture 

Now more than ever, you need to be in control. Certainly, it is best to have a clear and informed picture of all aspects and changes within your organization.

For example, what time are peak calls coming in? What’s the resounding message from your customer base?

You can’t implement the most effective plan to take on the current circumstances. Especially if you don’t know every vital detail in real-time.

A call analytics system can provide you with this. For instance, you’ll know when peak traffic hits so you can plan accordingly and adjust as needed. Furthermore, you’ll have a clear and updated picture that will enable you to navigate any complications with confidence and speed.

2. A better connection to your employees

As the average workplace change’s dynamics and the environment change, that can lead to confusion and lack of focus among even the best employees.

One way to counteract that is by providing employees with plenty of real-time insight, keeping them informed and focused. A call analytics platform allows you to do this. For example, by providing your workforce with specific and up-to-date information keeping them well-informed, motivated, and focused.

3. A better training experience

Cloud analytics can provide a great insight into what’s working well for your organization and what needs to be addressed through extra training.

Having real-time data and insight from your customer’s experience can bring relevance to your training. Furthermore, it can greatly enhance your customers’ experience.

4. A better customer experience

If you’ve ever been on the wrong end of a phone call, you know how frustrating that can be. For example, whether it’s a confusing and unintuitive call menu, inaccurate call-routing, or more.

If the reason for your call was to address a current problem, the situation gets even worse with a negative call experience.

With call analytics, you can track every aspect of your customer’s experience. Moreover, you can find out what’s working well and reinforce that. Furthermore, find out what needs improvement and promptly address that.

We’re in these challenging times, and customers notice who is stepping up and who isn’t. The decisions made now by organizations will greatly influence your customer’s buying decisions far into the future.

In otherwords, the more control you have over their experience can greatly influence the odds of you earning and retaining their business.

5. A better sense of compliance

The safety and accuracy of your customer’s data and information is always important.

Knowing your organization has utilized a call analytics platform and has the ability to go back, and access pertinent information can bring peace of mind.

Your employees and your customers are counting on your organization to remain compliant. Moreover to have a solid understanding of how information is being handled. A call analytics platform enhances your ability to keep that information safe and secure.

ABOUT VICOM

Cloud-based Call Analytics | Our consultants and engineers understand the needs of your business. Moreover, we believe in taking the time to understand your goals and working alongside your leadership to address the real needs behind your solution.

Above all we’re your technology partner through every phase of technology, working with you to make the right decisions for your organization. In fact we’re not looking for one-time clients, and we’re looking to invest in a partnership with you.

For more information, call: (757) 490-7777. Please be sure to follow VIcom on Linked In.

Also see, Business Phone Systems

These are just a few benefits of a cloud-based Call analytics platform. If your organization is ready to take that next step, fill out the form below and we’ll be in contact with you!

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Southeastern Virginia Premier provider in Cloud-based Call Analytics

We are Virginias’ premier technology solutions integrator for Audio Visual, Unified Communications, Security Applications, Cloud & IT, Church AV Systems, and Educations AV Solutions.

Moreover, we are proud to serve clients throughout the mid-Atlantic region of Virginia. For example, Virginia Beach, Chesapeake, Norfolk, Portsmouth, and Suffolk VA.

Also providing service to customers in Newport News, Hampton, Poquoson, Yorktown, Williamsburg, Tabb, Grafton, and Seaford VA. Furthermore, we have an office in Richmond, VA, better serving clients in the Northern Virginia region, including Richmond, Powhatan, Colonial Heights, Chester, Petersburg, Chesterfield County, and Midlothian VA.