Tollring is also running a series of free weekly webinars to support this initiative, showing businesses how, in practice, they can use analytics to manage remote teams effectively whilst delivering a consistent, excellent level of customer service.
Analytics delivers greater insight and understanding of how customer interactions and behaviours are changing, and helps business to ensure that their new remote workers can provide the best possible experience to customers. For example, analytics on inbound and outbound customer interactions can show patterns of when calls are missed, how long callers are prepared to wait and how many missed calls are returned. Remote teams can then be resourced more effectively to match busiest hour analysis, or peaks and troughs in activity.
Tony Martino, CEO of Tollring says, “By offering this initiative through key partners globally, we can help the channel to provide free analytics to businesses that need to stay ahead in these challenging times. We want to help them to emerge from this current situation as stronger businesses. Analytics gives them confidence in their decision-making and helps them to engage with colleagues and customers more effectively - both when times are difficult, and when we return to business as usual. The ultimate aim is to use analytics to drive efficiency and protect revenues.
“Businesses are facing considerable economic pressures in addition to the challenge of remote working. Those succeeding are the ones that can make informed decisions and act quickly to retain their customers and deliver consistently excellent customer service.”