Collaboration Applications helps Communicate New Ways
Collaboration is a much discussed topic but it means
different things to different people. Many consider it to be a way to have
conference calls with colleagues or clients. Others view collaboration as a way
to share team files and project documents. However, with 40% of the workforce
mobile or away from their desk at any given time collaboration has become more difficult.
Collaboration is really bringing people together to communicate together on a
common topic via telephone, web, video, cellular or tablet device.
One of the biggest challenges of audio based collaboration calls is that
once engaged you cannot converse outside of the call using the telephone. This is where collaboration tools that includes instant messaging and presence are very
valuable. This is the discreet method to communicate privately outside the call
or to pull in another participant. Also audio conference bridges do not offer the ability to share documents or engage in a webcam session. The old collaboration methods actually inhibit a company from becoming more productive.
The weekly sales/operations call has just started and Beth
is reviewing the dashboard metrics. Participants can see the charts she emailed
before that she is referring to and Sales were up 3% for the month, all cold
weather clothing is sold out due to the frigid weather, 3 stores were affected
by the ice storm power outages which affected sales, and the new Barrie store
is ready to be fitted with shelving and is on track, IT is still struggling
with the CRM implementation. Marketing is launching a new FaceBook campaign and
twitter account to use social media as a sales driver but the Call Center CSAT
scores are still low and worrisome. Beth now makes her way around the horn for
a quick “anything new” from each business lead. John in sales is no where to be
found and is probably out skiing with clients.
Brenda in Marketing is excited about a new product that she
saw at CES 14 that fit into the “smart wearables” category. “Show us what you
have there?” Ok hold on I am sending everyone an email with some photos. After
several minutes everyone is looking at some photos. Brenda then blabbers on how
cool they are and how they work but some listeners cannot visualize so they do
not completely understand the concepts. Rick suggests we table it for the next
monthly meeting. “But but Brenda jumps in….we need to order it now!” Rick asks
that they set up a call with Danny to discuss it further.
Beth shuts the conference brdge down and everyone ventures
off respectively for a coffee refill, while she writes up a summary to send out
to the team and to the VP.
Obviously Beth doesn't have any real time collaboration
tools to make her meeting more effective. What would be different?
Beth shares her slide deck with the team with her shiny new collaboration tool and everyone can
see the content off a web browser no matter which device they use.
- They can see the revenue slide, they can then see the sales by product category (look we are sold out and winter coats)
- A photo of the new Barrie store can be seen
- Marketing can show they social media advert progrom
- Call Center stats for CSAT can be seen to be in a downward spiral with a dismal net promoter score of 22
- Where the heck is John? With presence and instant messaging he can be tracked down to jump in for 15 minutes to share his new sales campaign
- And Brenda can switch her webcam on and show everyone how the Bluetooth enabled gloves work with her Q10 BlackBerry and how the new baseball cap with an embedded usb memory stick and wi-fi router can change the world.
Ahhhhhhhh “I get it
everyone nods and clicks on the thumbs up symbol on the collaboration toolbar”
Collaboration can really change the way teams communicate
and improve productivity in enabling better decision making but also allow
users to become engaged regardless of location. All participants were all out of
different offices and Rick was actually at a Starbucks. Beth the smart one let her dog out in the backyard so his barking wouldn't be so annoying.
The missing puzzle in all of this is that everyone didn't seem
worried about the Call Center. The fact is the call center could play a huge
part in improving revenues and customer service and can be integrated into the
CRM, web site and various Social Media
platforms. Empowering the agents and consumers in a collaborative manner can
bring innovative improvements to the business bottom line.
So when thinking about how to transform your business you need to look at how the current tools are being used today and how the new tools can bring measurable improvements.
Yes, new products on the store shelves can increase revenues but the back end processes and customer touch point improves can also do the same.