Your company probably ranks its ability to deliver outstanding customer service as an essential part of the business. But how likely is it that your clients are actually experiencing the level of customer service that you want to them to receive? If you are interested in transforming an average customer service experience into a truly exceptional interaction that customers will remember (and keep them coming back), consider implementing a visual collaboration system as part of a unified communications (UC) solution.

UC solutions, including video conferencing applications, facilitate face-to-face communication by creating life-like, virtual meetings, and can be an effective way to improve the interactions clients have with your customer service and sales teams. Video can instantly improve the customer service experience in many ways, including:

  • A more personal interaction with help desk and customer call center personnel, resulting in quicker problem resolution time and enhanced trouble-shooting.
  • Access to subject matter experts who can better address technical and product related questions.
  • Efficient training of customer service and sales teams, resulting in more informed discussions with customers.

Visual collaboration technology, when combined with cloud-based managed services, creates a meeting experience so realistic, your customers will instantly feel as though they are in the same room with the service agent or sales rep. The resulting interactions will blow away the competition, who is most likely using audio-only conferencing and is therefore lacking the in-person benefits properly implemented video technology provides.

There can be no dispute about the benefits of training to both employees and the companies they work for. Training helps employees keep up with the latest advances in their trade, makes them feel supported and appreciated, and results in improved job satisfaction. Companies reap the benefits of highly skilled workers and gain a competitive advantage; an effective training program can help differentiate a company from its competitors, giving it an edge.


So why aren’t more training programs regularly administered?

There are several road blocks that can prevent management from implementing regular training sessions; time and scheduling constraints, cost of securing training personnel, budgeting and administrative challenges, and more. But the companies that administer training programs successfully have a secret to getting the best results: unified communications (UC) technology, including video conferencing and video streaming systems. These solutions allow personal, one-on-one type training, and participants can remain at their PCs, mobile devices, or local conference rooms.

There are many advantages to using visual collaboration solutions for training employees, including:

  • The ability to effectively train a large group at one time.
  • Everyone included in the training session receives the same information from the same instructor(s).
  • Subject matter experts may be brought in from anywhere without having to travel to company locations.
  • Costs associated with hiring corporate trainers and experts to travel on site are reduced
  • Training sessions conducted over video can be archived and viewed again; a visual library of all captured sessions can be created.

Visual collaboration systems provide the catalyst to efficiently disseminate information throughout the company. The technology delivers an interactive, compelling learning environment that rivals the impact of in-person sessions, but at a greatly reduced cost. Companies that have successfully integrated this technology provide a higher quality user experience that in turn benefits the company as well as employees.

Top sales people know the secret to success lies in building relationships with their clients. However, in today’s competitive business environment, customers have the ability to research and learn about almost any solution, often before a sales person has a chance to start a conversation. So what is the value that sales professionals can bring to the customer’s buying cycle, and how do they get the opportunity to demonstrate this value in the information age?
The answer lies in the role a sales professional must now play – the role of consultant, trusted adviser, and industry expert. By truly understanding the client’s unique needs – identifying their goals, objectives, and processes, a sales person may begin the process of relationship building. This process requires time, persistence, and many face-to-face discussions.

Video Conferencing Delivers Efficient Face-to-Face Communication
Since relationships can only flourish with personal, one-to-one communication, sales professionals may face certain challenges when attempting to meet in-person with their customers. For example, a sales territory may span the length of several states. How does the sales person efficiently meet face-to-face with multiple clients who may be miles away, without investing heavily in time and money on travel? In addition, to assist with technical and other questions that may lie outside of a sales person’s area of expertise, a subject matter expert may be called in to talk with the client. How can this be easily accomplished when the expert is located in another part of the country or overseas?

Successful sales professionals address these challenges with video conferencing and unified communications (UC) technology. Visual collaboration, when supported by a cloud-based managed service, produces measurable results that can be realized almost immediately with travel saved and increased productivity. It allows sales people to more easily meet in-person with customers, maintain relationships with sales managers and vendors, and attend manufacturer or sales related training sessions. It is an efficient way for sales professionals to reach sales goals each quarter, while also making time for family and friends amidst a hectic schedule.

The human resources department plays a vital role in the success of any organization. HR professionals must recruit, hire, and retain a company’s greatest asset – its employees. HR managers wear many hats within the organization – benefits administrator, corporate morale booster, strategic adviser, to name a few.  But at the heart of every function an HR manager must perform is communication; the ability to communicate effectively on a one-to-one and one-to-many basis.

Video Conferencing Expedites Human Resources Functions

Video conferencing solutions provide companies a competitive advantage by facilitating face-to-face communication among remote parties. Human resources departments are now using this powerful technology to expedite many aspects of the department’s functions:

  • Hiring – Visual communication reduces the time it takes to hire personnel by allowing the discussion and sharing of information in real time instead of relying on e-mail or voice-only conferences.
  • Interviewing – Video provides visual cues that provide valuable information about candidates during the qualification process.
  • Recruiting – Instead of being limited to local job candidates, video extends the reach of the interviewing process, making the geographical pool of candidates almost limitless.
  • Cost reduction – Candidates can interview from a local video conferencing location (laptop, iPad, telepresence suite) to save time and travel costs.
  • Corporate culture enrichment – Enhanced employee communication results in increased information sharing and improved productivity. In many cases, work/life balance is improved (e.g., salespeople can make customer calls from home instead of through travel).
  • Support and training – Unified communication tools, such as streaming video for training sessions, can be used to reach many more employees – simultaneously.

 

Students in the U.S. are learning about other cultures though video conferencing technology. Children who live through tragedies like earthquakes and other current events are sharing their experiences with American children, and all are growing from the experience.

Across the United States, students are teaming up with classrooms around the world, using video conferencing equipment, social media, and other technologies to learn about current events, historic milestones, economic trends, and cultural norms.

Educators say the collaborations, which lend themselves to co-curricular projects, foster deep and meaningful conversations, whet a thirst for knowledge that textbooks cannot offer, and show that people in different countries have a lot more in common than many assume.

http://www.edweek.org/ew/articles/2012/01/23/19el-globallearning.h31.html?tkn=QRXFXMQkiSoybAh7Ob6dGGZvWbU1%2Bi2kMpPL&cmp=clp-edweek&utm_source=fb&utm_medium=rss&utm_campaign=mrss