The daily interactions between your employees and your customers contain a wealth of information.
How satisfied are customers with your products and services?
How quickly are problems resolved and do your customers “go away happy”?
What sorts of purchase patterns are emerging? Which promotions are working?
What kinds of new solutions are your customers looking for?
These kinds of questions are the main goal of customer engagement solutions, workforce optimization tools and contact center quality assurance programs.
But are these tools able to support your increasingly mobile workforce?
Or is critical business intelligence leaking away when your employees use mobile devices?
Making the Most of Mobile
Penetration of mobile phones among people in the workplace is very close to 100% in the US. That is, almost every adult of working age has a mobile phone of their own or provided by a business or someone else.
Today’s smartest businesses are taking advantage of this wave of mobility. Now you can increase employee availability and responsiveness like never before. Calls can be routed to specialists or subject-matter experts on call even if they are away from their desks.
In short, communications become much more efficient and more immediate.
And where mobility shines is when you link it to your customer engagement processes and tools.
Customer Engagement & Mobility
Given the penetration of mobile phones, odds are good that someone in your company has communicated with a customer on a mobile phone.
But mobile phones are not typically integrated with the customer engagement quality and analytics tools that you use to deliver a superior customer experience.
Unless this “blind spot” in customer engagement is resolved, you risk leaking out critical business intelligence that can give you important data on customer satisfaction and needs.
That’s why we invented the Kinetic Communications Platform from Tango Networks. The platform’s mobile customer engagement solutions let you use the same recording and quality analytics systems with your employees’ mobile devices that you do with traditional landline desk phones.
The Kinetic platform turns your employees’ mobile devices basically into the equivalent of desk phones, seamlessly integrated with and managed by your existing communications tools and systems.
This means that your employees’ mobile calls now can be mined for intelligence about customer satisfaction, purchase patterns, problem resolution rates and similar critical data.