105 LH: Customers want to be able to contact businesses via any channel at any time – and not repeat the same information multiple times – but many organisations still don’t have the technology to enable them to do this consistently. While many have already migrated to platforms like Teams, they’re only using the basic voice call and chat functionalities, rather than optimising all the available features. AK: Research shows that 70 per cent of customer service staff are now hybrid working. This has introduced geographical distances between team members and impacted how they connect with colleagues, management and customers. They need new technology that can support this hybrid working model, give management visibility into all operations and ensure regulatory compliance. EVA: Customers expect to receive an instant, personalised answer to their question – anything less will impact their happiness. However, it can be challenging to get connected to a subject matter expert who has access to all the right information to get things done. This is even more difficult to do in the hybrid working environment. What are the key tenets of a successful customer engagement framework? CG: For customer engagements to truly be successful, organisations must adopt a modern approach to handling dialogues. They should begin by assessing their current customer journey, map out the steps and then look at how they can use innovation and modern contact centre technologies to increase efficiency and effectiveness. The power of investing in technologies and ensuring the workforce truly understand how to leverage their investment in new platforms should not be underestimated. LH: Organisations often build their IT infrastructures using several technologies from different vendors and bolt on additional solutions as new business or customer needs arise. While this initially seems like a cheaper approach, enterprises usually end up with complicated, siloed systems that don’t fully integrate with each other and are expensive to manage and run. To optimise processes, control costs and consistently deliver high-quality customer experiences, they should invest in a platform like Microsoft 365 that is fully integrated with all the business-critical Chris Goodwill Strategic Partner Manager and Solution Specialist, Symity Luc Halbardier Cloud and Data Centre Solutions Service Manager, Post Luxembourg Ahmed Kishk Solutions Architect, Resonate Erik van Arkel Global Head of Sales and Partnerships, Anywhere365 The panel: Photo: Anywhere365 IN FOCUS: TEAMS
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