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In life, whether it be at home or work, some things always seem to be changing while other aspects appear to remain a constant – and if you look deeper you’ll see that some things sit on both sides of that fence.
Take customer service for example, an area of both our home and working lives where receiving and providing great customer service is a constant desire that never seems to go out of fashion but, at the same time, where the ways in which organisations achieve that goal is continually changing.
Today, as ever, organisations face many challenges in staying competitive, retaining their customers and controlling costs – it’s a constant business pre-requisite. Firms may, on the surface, appear to be like a swan – gliding serenely along in the water, but meanwhile their unseen feet are having to furiously paddle faster and faster just to keep up with events taking place around them.
Fear of being disrupted in your own markets by competitors keeps many a CEO awake at night and knowing what aspects of new technology to deploy and when to stay ahead of the game is one of the key decisions that at some point must be made.
We recognise that not everything new is better but the other side of that coin – avoiding every change, runs the risk of you becoming obsolete.
However, it is innovation that causes disruption in markets, often the innovative use of technology. In fact, some analysts say that the effective use of technology is the entry ticket to success in the 21st Century.
A new competitor rapidly gaining ground in your market must be doing something right; something new or better than maybe you are doing.
Perhaps it is that they understand the customer, what they like and don’t like and what they want from a supplier. Perhaps it is the fact that they are more agile in terms of responsiveness – handling customer queries speedily, sorting out service problems almost at the same time as they arise, getting product information and pricing to users when they want it.
Put simply, by placing customers first and by just being available when users need them.
Today, there are many technology-based solutions to help firms achieve these goals and many organisations are looking to embrace a change in both ethos and technology.
For example, implementing unified communications solutions that seamlessly integrate voice, messaging and video communications with presence features that let ‘callers’ know your availability.
Likewise, many firms are ‘cutting the cord’ on their legacy fixed-line office phones and, instead, taking up softphone options for use on their smartphones, tablets and laptops that provide communications and better business information at any time and to any location.
It’s a mobility, flexibility and agility play that can deliver that elusive constant – customer service excellence.
For CEOs today, knowing when to embrace change, being an early adopter or waiting to see what others do is both a risk and an opportunity.
Overall, the Inclarity message is that preparing for, and embracing, change, via investment in the right kind of advice from our reseller partners, is the best way to meet these challenges head-on.