{"id":26183,"date":"2021-05-12T13:31:05","date_gmt":"2021-05-12T13:31:05","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=26183"},"modified":"2021-05-12T13:37:44","modified_gmt":"2021-05-12T13:37:44","slug":"top-three-characteristics-of-a-connected-enterprise","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/top-three-characteristics-of-a-connected-enterprise\/","title":{"rendered":"Top Three Characteristics of a Connected Enterprise"},"content":{"rendered":"

\"3What does it mean to be a Connected Enterprise and does it really matter?\u00a0 Ross Daniels at Calabrio<\/a> believes it\u2019s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre.<\/strong><\/p>\n

Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.\u00a0 As businesses prepare to take advantage of a revitalised global economy, the phrase \u2018we are all in it together\u2019 applies to everyone\u2014not just the contact centre working to accommodate fluctuating spikes in contact volumes and new social media channels.<\/p>\n

Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences. Such experiences are driven by insights that lie within the heart of the contact centre and supported by a pragmatic approach to digital transformation.<\/p>\n

Calabrio\u2019s new blog series explores the rise of the Connected Enterprise.\u00a0 What do Connected Enterprise businesses have in common?\u00a0 What are the benefits of connectedness to customers?\u00a0 Along the way, we uncover some interesting insights into the elevated role of the contact centre and share a step-by-step plan for transforming your organisation into a truly Connected Enterprise.<\/p>\n

Top 3 characteristics of a Connected Enterprise
\n<\/strong>Let\u2019s begin by defining what it means to be a Connected Enterprise.\u00a0 Here are the \u2018must-have\u2019 attributes of all Connected Enterprises.\u00a0 They represent a key milestone on the new roadmap to success and are a good place to start:<\/p>\n

1. No more silos<\/strong> \u2013 successful organisations intuitively understand \u2013 or they learn from experience \u2013 that disconnected IT systems, information, ways of working and even thinking are major barriers to improving customer service. Connected Enterprises are 100% focused on eradicating these harmful silos to achieve all-round connectedness – and it all starts at the top.\u00a0 Leaders are responsible for inspiring a connected ethos, one based on a spirit of collaboration that transcends departmental functions and job roles from C-level executives down, to sales and marketing, product development, IT, finance, HR, manufacturing, operations and importantly, the customer service team or contact centre.<\/p>\n

2. Increased workforce engagement<\/strong> \u2013 connected processes, information and thinking motivate staff to shine in their roles and collectively impact positive customer outcomes. Connected Enterprises recognise the importance of empowering their employees with flexible workplace practices and open, transparent communication.\u00a0 They offer tangible opportunities for personal development by giving constructive performance feedback and building carefully tailored e-learning and training. Connected Enterprises also never skimp on technology, and make a concerted effort to provide staff with the right tools to do their job and improve customer service.<\/p>\n

3. Outstanding CX<\/strong> \u2013 successful organisations are fuelled by the customer experience (CX), where everyone works towards the same goal of delivering exceptional CX. Connected Enterprises introduce processes that are simple, customer-centric and designed to be implemented organisation-wide.\u00a0 Facilitated by connected systems and information, these processes enable joined-up customer service that results in loyal customers, enhanced corporate reputations and greater profits.<\/p>\n

The reality for many organisations however, especially larger ones, is they are frequently divided by disparate systems and disjointed ways of working.\u00a0 One of the biggest barriers to becoming a Connected Enterprise is the lack of data that can provide a clear picture of what makes great customer service and benchmark performance internally and against competitors or industry peers.<\/p>\n

Connectedness starts with the contact centre
\n<\/strong>The beauty of aspiring to connectedness is the opportunities it provides to:<\/p>\n