The good news is that nearly every sexy technology that has been available to large companies in years past -- speech recognition, IP contact center solutions, call recording, analytics, customer self-help solutions and CRM -- is now available to smaller companies. In fact, SMBs went from a lack of choice to too many choices today.
It's no secret that catering to the needs of small to medium-sized businesses (SMB) is a growth area for providers of contact center solutions and services. Though these smaller companies' end goals are the same as those of large companies (multichannel integration, effective CRM, the most efficient call routing, first-call resolution, customer self-help), their unique needs are different, as are the ways in which it makes sense for them to purchase, implement and run these solutions.
One mistake smaller companies need to avoid is bogging themselves down -- confusing their employees in the process and lessening the likelihood the solutions will be used -- with features they don't need. Many smaller companies, unsure from the get-go what their actual requirements are, become distracted by "cool" features, only to realize later they've paid for extras that nobody wanted and no one actually uses, despite expensive and time-wasting training on these features.
IP telephony and software-as-a-service solutions have been the greatest two factors in equalizing the playing field between large enterprises and smaller companies. Before these factors, SMBs were completely shut out from technologies from which they could gain a lot of benefits but just didn't have the capital to lay out to purchase and maintain the solutions.
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It's no secret that catering to the needs of small to medium-sized businesses (SMB) is a growth area for providers of contact center solutions and services. Though these smaller companies' end goals are the same as those of large companies (multichannel integration, effective CRM, the most efficient call routing, first-call resolution, customer self-help), their unique needs are different, as are the ways in which it makes sense for them to purchase, implement and run these solutions.
One mistake smaller companies need to avoid is bogging themselves down -- confusing their employees in the process and lessening the likelihood the solutions will be used -- with features they don't need. Many smaller companies, unsure from the get-go what their actual requirements are, become distracted by "cool" features, only to realize later they've paid for extras that nobody wanted and no one actually uses, despite expensive and time-wasting training on these features.
IP telephony and software-as-a-service solutions have been the greatest two factors in equalizing the playing field between large enterprises and smaller companies. Before these factors, SMBs were completely shut out from technologies from which they could gain a lot of benefits but just didn't have the capital to lay out to purchase and maintain the solutions.
Read More Article...
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