Ten years ago, people would simply pick up the phone and call your business when they needed help. That’s no longer the case. Today, by the time your customers make that phone call, they’ve most likely already tried three other channels to find the answer they’re looking for. The customer’s journey to your business has changed. And so have their expectations.
Your customers’ ideas about what constitutes a good customer experience (CX) have evolved in the same way their lives have evolved. They live and do business in a digital world.
People don’t pick up the phone and call each other the way they used to. More often, they interact through social media, text messages, chat and email.
People switch devices within a single conversation, with seamless handover from their computer to their mobile phone to their tablet. And they expect all of these communications conveniences to be available when they do business with you.
If your customers start a chat session, they expect the employee ..

Big data is just that: big. Your network pumps out tons of data that can tell you how well it’s performing, where problems are brewing, and where major breakdowns are already happening. To make this information valuable to businesses, it needs to be delivered at the right time, to the right person, and point you to the right things.
Already a Mitel Performance Analytics Customer? Make the most of your alarm management system with this guide now. > Software that monitors your network around the clock collects this data – but how can it help you make better decisions? Ensure you’re notified about the things that matter most by looking for well-designed alarm management tools that will help you customize the way you receive data. Here’s what you can expect from the right alarm management system.
You’ll beat alarm fatigue Among the biggest problems network administrators face when it comes to managing performance is the volume of alarms generated each day. Alarm fatigue can set in quickl..

In the second part of this two-part series, George Despinic covers the third and fourth strategic pillars driving customer experience in leading customer-centric organizations.

From the video My name is George Despinic, and I'm Mitel's product marketing manager for Contact Center Solutions. This is the second video in our series talking about how customer-centric organizations digitally transform. In my last video blog, I talked about the fact that the number one priority for a majority of companies out there is to improve their customer experience.
Looking for more help taking your customer experience to the next level? Check out Customer Experience For Dummies now. > Companies recognize that they need to not only build customer-centric organizations, but to dynamically engage with customers on the digital channels they choose to use. We looked at what companies like Starbucks, Zappos and AT& T are doing to be customer-centric. Including actively listening to customers thr..

At Mitel, we’re fortunate to work with an incredible partner community full of deep, diverse expertise. So, each month, we’re going to share some of that expertise by highlighting partner blog posts about the business communications topics relevant to modern IT pros.
CIO Opportunities Are Expanding Rapidly – It’s Time to Make the Most of Them By Windstream
No other corporate function has evolved as fast or as dramatically as IT. Once relegated to keeping machines and networks running – tough enough when technology was younger – IT now has access to remarkable solutions that streamline everything from team meetings to customer acquisition and experience.
Read the post. >
UCaaS Feature Highlight: Collaboration By Marco
Unified Communications are changing the way businesses and organizations of all sizes communicate, both internally and externally. Unified Communications solutions are feature-rich and all of those features work together to streamline communications and help employee..

A positive guest experience can make or break your hotel’s online reputation. From the initial reservation made through your website to the special requests your guests make to your front desk staff, your execution needs to be flawless if your hotel is going to reap the benefits of a positive online review.
In the digital age of hotel management, there are some sophisticated ways to achieve a guest experience that goes above and beyond what your guests are looking for (and boost your hotel’s ADR). Some hotels, however, have held on to communications practices that leave room for missed connections.
Looking for more ways to boost your ADR? See what our hospitality solutions can do for your hotel. > To help you root out some of these low-tech tools that are holding your hotel back, we’ve put together a few of the most common culprits, and what to replace them with.
1. The sticky note We've all done it. A guest has a last-minute request at the end of your shift, and you need to be..

Customer experience dictates more than repeat customers; it presents an opportunity to double your revenue. In this two-part series, Mitel expert George Despinic outlines how customer experience can help you increase your revenue.
From the video My name's George Despinic, and I'm Mitel's product marketing manager for contact center solutions. It's no secret that improving the customer experience has become a top priority for the majority of companies out there. It's been shown that customer experience plays an important role in your bottom line. 90% of fully engaged customers buy more frequently and spend 60% more. In fact, businesses rated as top performers in customer experience achieve double the revenue of laggards.
Looking for ways to take your customer experience to the next level? Download 5 Steps to Increase Revenue Through Customer Experience now. > Executives realize that in order to survive and stay relevant, they must deliver amazing customer expe..

I’ve been working in this sector for over 15 years now, where my early years were focused on supporting regulatory compliance and customer experience through the use of voice recording. Over the years, I've worked with many leading financial services organizations and find the sector incredibly diverse as it incorporates businesses that are operating in the business-to-business space and those that are focused on selling and serving consumers.
This diversity brings different sets of business challenges and therefore draws upon a wide spectrum of the technologies that we have available within the Mitel portfolio.
Key business challenges Front and center in all the discussions that I'm having is focused at regulatory compliance around Milford two, PCI and the pending GDPR legislation.
From the operational perspective though, there are two distinct areas that I hear that customers are repeatedly still struggling with as part of their transformation.
The first focus is on th..

All mid-market companies compete with larger enterprises. But for many, consumer perception often stands in the way. The problem is that – rightly or wrongly – customers sometimes view mid-market firms as having less experience and credibility than the giants at work in the same market.
Fewer resources and smaller budgets make it more challenging for mid-market enterprises to gain customer trust. But with new cloud technologies, it’s easier than ever to look and sound like a billion-dollar company. Let’s take a closer look at some of the ways an effective enterprise cloud strategy can help mid-market companies to shift perceptions.
Embrace the Digital Workplace From cloud storage to mobile communications, digital technology is transforming the workplace. For mid-market businesses, it’s both game-changing and cost-effective. Analyst firm Gartner recommends making “it easy for people to share and exchange information and ideas using information-sharing environments,” CRN reported. With..

Digital transformation of the customer experience has changed the way customers expect to communicate with your business. Christian Szpilfogel, Vice President of Strategy for Mitel, addresses some of the customer experience pitfalls he's seen in the industry, and what your business can do to avoid them.

From the video: My name's Christian Szpilfogel, and I'm VP of Strategy here at Mitel. The majority of today's population has gone digital. Every one of us is a digital consumer. As we become increasingly dependent on our mobile devices, our expectations for customer service have completely changed.
Our quick access to information in a business's web site, and our equally quick access to their competitors, has made customer experience the new battleground for businesses. In fact, a recent Dimension Data study on customer experience found 81 percent of companies recognized CX, or customer experience, as a competitive differentiator.
Unfortunately, only 13 perce..

I'm Mark Jones from Mitel's enterprise sales team in the U.K. I have specific responsibility for the professional services sector. The professional services sector — be that legal firms, accountants, consultancy practices, those operating across architecture, or anybody within a fee-earning, knowledge-based industry — have a history of providing knowledge, wisdom and especially skills by individuals to clients, relationships being paramount to building sustainable and repeat business.
I can easily appreciate and understand the heritage within this key industry sector, with strong relationships, credibility and subject-matter excellence being as important now as they ever were. Perhaps even more so, as the industry embraces and adapts to the challenging and changing consolidating market conditions we see.
I enjoy engaging with professional services customers, and helping them gain real value from the solutions Mitel sell. Believing we have the ability to enable customers to ..