Can Your Business AFFORD To Do Nothing?

I've decided to pen some thoughts based on recent experiences but first, here’s some context.

The past couple of years has been riddled with a lot of gloom around poor economic conditions, trade wars, Brexit etc.

The latter has been widely blamed for why many businesses have been holding back investment and this may be true in some cases.

Regardless though of your personal opinion about Brexit or whether the reason for not committing to the next phase of development being something else entirely, there are inherent risks with simply doing nothing.

Recently, Gartner reported just 22 percent of customer experience leaders found their CX efforts exceed customers’ expectations.

The best CX leaders drive more powerful, proactive and innovative solutions that create the strongest customer relationships.

This statement is nothing new and will remain true for many years to come.

On a daily basis I see many examples of amazing people doing amazing things in CX teams across a variety of industries - they are recognised daily on LinkedIn and quite rightly so.

However, it's often sadly the case that the tools these hard working employees are using are not fit for purpose.

Only this month, I've had two conversations with senior stakeholders who admitted their systems are end of life and unsupported and yet their business relies on this critical solution for many reasons, especially to comply with strict regulatory legislation.

If they were found to have breached those regulations, the potential fine which could be handed out by the industry regulator would be massive.

Not to mention the untold damage to their brand reputation.

Hardly worth the gamble is it?

Don't leave it to your IT colleagues to manage or rely on an external IT partner to remind you that the current version of your call recording solution is end of life.

Whilst there are several risks a business will take from not keeping systems and software versions up to date, there are also many opportunities that are available from bringing forward investment in the latest version of software or moving operations into the cloud etc.

"Change is inevitable. Progress is optional." - Tony Robbins

If there is one final point worth making, perhaps it is this.

Whilst there is plenty of innovation amongst the teams within your business (which should be embraced and encouraged), take a pro-active involvement, work with your technology colleagues to discover the most recent developments in technologies. 

Some of which may deliver a single view of the customer journey or provide use of AI to support staff while they resolve a customer query. 

This should be the base from which to build and add new features that will drive CX excellence and allow your teams to flourish.

About Martin Coles and Babble

As a cloud-only technology partner, Babble is able to melt away:

• Frustration at tight cashflow preventing upgrades of legacy telephony systems, for example
• Annoyance at huge upfront capital expenditure costs and expensive licences/support
• Despair at the lack of IT resource, especially if you’re not cloud-based
• Weariness of staff churn caused by high stress levels of using outdated legacy systems
• Worry at poor customer engagement and profitability.

Who Babble Helps

Companies including Secret Escapes, Oak Furniture Land, Paul Hamlyn Foundation & Proco Global, trust us with their unified communications.

We’re most able to help UK-based companies with:

1. 50+ employees, single or multiple sites, experiencing growth, relocation or acquiring other businesses

2. Less than 50 staff, but growing rapidly.

How Babble Helps

Offering the very best mobile, unified communications and connectivity solutions, we swell your productivity, shrink your costs and secure your operations.

What’s more, we provide cloud contact centre solutions, all protected using the latest cloud-based security tools.

Proof Babble Helps

"Proco Global now collaborates throughout the world which has had has a positive effect on team communication”

"Customer wait times have been dramatically decreased”

"Babble haven’t just delivered a new phone system, but have added a significant value to our business."

Any of the above a pressing need for you right now? Then we should talk.

Call Martin Coles on 07972054667 or email [email protected].