All posts by: stablelogic

in Cost Saving, Customer Experience, Digital Transformation, Unified Communications

Coronavirus: Developing a Remote Working Strategy

As the spread of coronavirus forces many countries to restrict the movement of its citizens, it is becoming more critical that organisations consider a remote working strategy. Many are implementing tactical remote working solutions in order to provide IT services to quarantined and isolated employees.

While tactical solutions will work in the short term to deal with the current outbreak, further efficiencies can be made. These efforts could help an organisation to cut costs, improve employee satisfaction and create a more agile business environment.
Consequently, organisations should re-imagine their future methods of operating and develop a new long-term strategy for agile working.

This can create many benefits including:

• Cost Saving – Enabling more employees to work from home provides savings on office space and travel costs.
• Improved Productivity – Many studies have shown that open office environments do not provide the optimal environment for focussing on a task. Remote workers can better control their environment and interactions to focus better.
• Disaster Recovery – Having an effective remote working strategy in place, will prevent organisations from having to rush to implement tactical solutions when dealing with any form of disaster, whether its an office that is not accessible or a global pandemic.
• Improved Employee Satisfaction – Many people are more comfortable working in their private space and also reduce time spent travelling to and from the office.
• Workforce Accessibility – A remote working strategy will also create opportunities to hire staff in locations outside of the office radius, allowing organisations to hire in less competitive locations.

The outbreak of COVID-19 has spurred organisations to reconsider its policies and technologies for agile working in a reactionary way. Organisations should now consider how to be prepared in the future.

Do you need help developing a remote working strategy for your business?
StableLogic is an independent consultancy business – we don’t sell anything. Our consultants offer independent advice to develop the most effective agile working strategy that meets your company’s business objectives.

For a free initial consultation with one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Unified Communications

Coronavirus: How UC Vendors Are Responding

With coronavirus continuing to spread worldwide, many companies and businesses around the world are eliminating business travel and requiring employees to work from home. The concerns over coronavirus have led to an increase in remote work in recent weeks, with analysts expecting demand for online collaboration tools to increase.

To support the growth in remote working and to help organizations reduce the impact of coronavirus by avoiding physical meetings, several unified communications (UC) vendors are offering special deals and free access, including the following:

Microsoft Teams: Microsoft is offering a free six-month trial globally for a premium tier of Microsoft Teams. The tier was originally designed to enable hospitals, schools, and businesses in China to get up and running quickly on Microsoft Teams, and that tier is now available globally. In addition, Microsoft will also update the free version of Teams to lift restrictions on how many users can be part of a team and allow users to schedule video calls and conferences.

WebEx: Cisco has expanded the capabilities of its free WebEx offering in all countries where it is available to allow users to host meetings with up to 100 participants for an unlimited amount of time. Additionally, Cisco has also decided to provide free 90-day WebEx licenses to businesses through its partners and sales team.

Google: Google has announced that they will be rolling out free access to “advanced” features for Hangouts Meet to all G Suite and G Suite for Education customers globally until July 1st. These features mean individuals can now participate in virtual meetings with up to 250 people and live streams with up to 100,000 viewers. Additionally, they can save recordings of their meetings to Google Drive for free.

Do you need help identifying the most effective UC tool for your business?
StableLogic is an independent consultancy business – we don’t sell anything. Our consultants offer independent advice to identify the most effective unified communications solution that meets your company’s business requirements and strategic direction.

For more information on StableLogic’s unified communications services, please click here. If you want to speak directly to one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Contact Centre, Cost Saving, Customer Experience

How to Modernize Your Contact Centre

Across all industries, the customer experience is undergoing a rapid transformation. Only a little over a decade ago, there were no smartphones, social media channels, or mobile apps to be considered throughout the customer journey. Today, that journey can take place across multiple channels, and digital interactions are starting to exceed those taking place on voice channels. Thus, the era of the single channel call centre is coming to a close.

Ensuring that your contact centre is prepared for the future of communication is essential to remaining successful. Consumers expect their problems to be dealt with promptly and efficiently during the first contact. Whilst the idea of upgrading or changing your contact centre can seem intimidating for most businesses, the following are a few simple tips to consider when deciding how to modernize your contact centre solution.

1. Evaluate Your Current Solution
Assess the current technology in use, while also examining the availability of technologies on the market and future trends. After careful consideration, the appropriate strategy should then be put in place, complete with strategic roadmaps for achievement and timelines.

2. Consider a Cloud Based Solution
Cloud based contact centres are hosted in the cloud by a service provider, eliminating the need for the contact centre organization to deploy or maintain any hardware systems other than the computers and phones that agents and supervisors need to access the system. This model can dramatically reduce costs and increase revenues as expensive investments in hardware are no longer required. Migration to the cloud also facilitates remote working, and data can be stored at a lower cost without the need for physical servers.

3. Real-Time Call Monitoring
To ensure an effective customer experience, contact centre supervisors should be actively monitoring the work of their agents. New technologies are constantly evolving which enable supervisors to monitor such interactions much more easily. For example, there are many cloud based solutions which are able to monitor consumer sentiment and escalate to more experienced agents, if appropriate.

4. Rethink the Customer Experience
In order to deliver a top-class customer experience, it is essential to have an intimate understanding of what the customer expects from you. The context of each interaction should be understood so that optimized routing can take place. A more personalized experience has also been proven to increase customer satisfaction levels. Customers today expect the agent who answers the phone to have knowledge of any previous contacts. Analytics and AI should be optimized to better understand consumer behaviours.

Do you want to discuss your contact centre options?
If you have any questions about this piece or any of our services, then please do not hesitate to contact us by emailing info@stablelogic.com or calling +44 (0) 20 3861 6444.

in Customer Experience, Digital Transformation, StableLogic

Using Customer Journey Mapping to Improve CX

The customer experience plays an essential role in a company’s success. Mapping the journey of your customers during their interactions with your business is critical to better improving your overall customer service. Understanding the viewpoint of those who purchase your goods and services will also help to improve your marketing and sales processes. Thus, strengthening your relationship with both existing and potential customers. Additionally, it allows your business to differentiate itself – to turn your customer experience into a competitive advantage.

The customer journey map is the beginning to end process of a customer interacting with your business. This involves their entire journey i.e. their movement from new customer (acquisition) to satisfied customer, and hopefully to loyal customer and advocate. It is an essential element in identifying the most effect ways to reach your customers.

Your business must try to support the customer when they want and using the medium they wish whilst offering a personalised experience. By providing multiple communication channels, pre-empting your customers’ needs and being creative, you can transform the success of your business.

However, trying to effectively manage this entire process and delivering for customers can be quite the organizational headache. At StableLogic, our customer experience consultants can easily take on this challenge for your business. We apply experience-driven transformation to help clients reimagine, design, and engineer world-class experiences for customers throughout all stages of their customer journey.

Do you need help with any of the items talked about in this piece?

If you would like a free consultation with one of our customer service consultants, or if you would like to discuss our other services, please call tel: +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Cost Saving, Customer Experience, Digital Transformation, StableLogic

Top 5 Trends in Digital Transformation for 2020

As the new year approaches, there’s a lot of emerging trends that will impact how businesses undertake a digital transformation in 2020. Below are five of our key trends that will impact the digital transformation space in 2020.

1. 5G
After a long wait, 5G is likely to be the biggest trend in digital transformation for 2020. It is expected to hit the ground running in 2020 with many mobile providers and carriers like AT&T, Verizon, Nokia, Ericsson and Huawei already selling services ready for the changeover. In addition to bringing us all faster broadband speeds and more reliable mobile networks, the adoption of 5G will also accelerate growth in smart manufacturing and many other areas of everyday business. Basically, the true value of 5G simply won’t be limited to phones. 5G is expected to impact nearly every industry that touches our daily lives. There is no doubt that 5G will be the big gamechanger for 2020 in the digital transformation space.

2. WiFi 6
While not as big of a gamechanger as 5G, WiFi 6 offers significant potential for businesses. The real value of WiFi 6 will be its ability to extend faster data speeds to far more devices than WiFi 5 was able to manage. It’s expected to make bandwidth issues a thing of the past, letting more bandwidth-intensive devices to run through one router without impacting speeds. As the quality and volume of data consumed through WiFi networks are both readily increasing, WiFi 6 will eliminate these pain points beginning in 2020.

3. Privacy
The successful adoption of GDPR plus the impact of social media and the use of consumer data in political elections has made privacy a key trend for 2020. While privacy has always been important, it’s become a much more prominent issue for consumers in recent times. Consequently, it is expected that businesses will take actual efforts and make changes to address this issue. This is not only essential for easing customers privacy concerns but can also create a competitive advantage. Customers want to purchase goods and services from businesses that they can trust to respect their privacy. It’s expected that the security market will also heavily invest in developing new technologies including those for facial recognition and in other areas of biometrics to help verify the identity of individuals but also keep them secure and safe.

4. Analytics
Investment in data analytics should have always been a necessity for a business. You can’t make the right move without the proper data to back up your strategy. In 2020, it’s expected that lower cost analytics solutions emerging within the marketplace will make it much more affordable for businesses to track customer sentiment and collect vital data. Thus, with so much data now readily available for companies to process, it’s hard to imagine a business that ignores analytics lasting until 2021.

5. Chatbots 2.0
Chatbots are expected to advance in 2020 to be more conversational. It’s likely that 2020 will see chatbots provide a more personal experience as their algorithms process more data and AI technology becomes stronger. Today’s level of natural language processing is good but not great, and in 2020, it’s expected that bots will act more like humans in how they converse and pick up on topics. Thus, providing a more realistic consumer experience.

Is your business considering undertaking a digital transformation in 2020?
Deliver value on time, reduce project risks, and improve communications processes with digital transformation consultants who don’t take months to hire. Fortune 500 companies trust StableLogic for expertly matched consultants, exactly when they need them.

If you would like to speak directly to one of our consultants, please call tel: +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Contact Centre, Cost Saving, StableLogic

How to Select A Contact Centre Solution

The process of selecting a new contact centre solution is a major decision for any business. A contact centre is at the forefront of your business’s relationship with your customers so selecting the right solution is imperative. Issues like poor call quality, long wait times, and even longer problem resolution times will lead to upset and angry customers.

This in turn will impact your overall reputation and consequently, sales. As a recent report by PWC states: “59% [of customers] will walk away after several bad experiences, 17% after just one bad experience.” Thus, it’s important to get it right.

That’s where we come in. The objective of our contact centre consultants is not only to advise on a highly functional technology solution but also one that is reliable, cost effective and from a low risk supplier.

As contact centre procurement consultants, StableLogic can support clients with requirements gathering, production of a specification and the full selection process.

Our team develop specifications and manage contact centre procurements on behalf of clients on a continuous basis. We understand the different products, suppliers and configuration options and can advise clients on how these work in practice.

We specialise in the procurement of both contact centre technologies and services, including fully outsourced contact centres.

Do you want to discuss any of the services offered in this piece?
For more information on StableLogic’s contact centre services, please click here. If you want to speak directly to one of our consultants, you can email info@stablelogic.com or call +44 (0) 20 3861 6444.

in Digital Transformation, Project Management

How To Choose The Right Vendor For Your Business

From the initial sales pitch through contract negotiations, implementation and post-implementation support, each vendor provides a unique experience. Even if their product is similar to their competitors’, each vendor will have different structures, processes and styles at every touchpoint.

Consequently, it will be of no surprise that in addition to understanding how a product works, it’s just as important to understand how vendors will work with you.

You may be wondering, isn’t it the objective of the procurement process to learn about a vendor in this way? This is true. Conducting a procurement process and listing your business requirements in a document, such as an RFP, is a highly effective way to ensure that a vendor is right for your organization.

However, a gap can remain between what has been stated in an RFP and what a vendor can really deliver. Therefore, having a grounded understanding of a vendor’s reputation based on previous experience can help provide a much richer engagement throughout the full project lifecycle.

At StableLogic, we are working with market leading vendors on a continual basis, and what’s more we are working throughout all stages of an engagement lifecycle – from procurement to ongoing support.

This helps us provide you with knowledge on:

Vendor Selection – Is the vendor profile aligned to your requirements? Is what has been answered in the RFP backed up by previous experience? What are other customers saying?

Contract Negotiation – What items are worth pushing on and which do we know are unlikely to budge? What vendor weaknesses can be mitigated by ensuring legal obligations are built into the contract?

Professional Services – What are the lessons learned from previous roll outs? What needs to be built into the SOW for a particular vendor? What strengths does the vendor have that should be given special focus?

Ongoing Support – What are other customer’s experiences with support? What can be introduced to improve the level of support?

For more information on StableLogic’s project management services, please click here. If you want to speak directly to one of our consultants, you can email info@stablelogic.com or call +44(0)20 3861 6444.

in Cost Saving, Customer Experience, Digital Transformation, Project Management, StableLogic

How to Assess the Cloud Readiness of Your Infrastructure

Moving your IT services to the cloud can be an overwhelming task. Whilst most people now realize the benefits of the cloud, businesses (and their IT departments) must weigh up how and when they can best move their current systems. Before making any moves, businesses must consider their applications, plus the hardware and network of systems that support the delivery of them.

A cloud readiness assessment can advise a business on cloud adoption and transformation strategies, helping you to understand how to unlock from the resulting benefits for your business.

At StableLogic, when we conduct a cloud readiness assessment, we not only assess your readiness form a technical perspective but also from a business perspective as well.

Key questions answered during a cloud readiness assessment:

• Is the organisation ready to move to cloud services?
• Are the organisations objectives aligned with the cloud services model?
• What changes would need to be put in place to move to the cloud?
• What would be the impact of cloud services on data security, service availability and disaster recovery?
• Which applications and services would benefit most from moving to the cloud?
• What are the major problems and risks of moving to the cloud?
• What are the advantages and limitations of cloud services both technically and strategically?

A cloud readiness assessment from StableLogic fully analyses the cloud options, benefits, limitations, risks and costs. Our clients receive a complete analysis of their cloud position and the future options.

Do you need help with any of the items talked about in this piece?
StableLogic is an independent consultancy business – we don’t sell anything.

If you would like to speak directly to one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Contact Centre, Cost Saving, Customer Experience, Digital Transformation, StableLogic

How Benchmarking Can Improve Your Contact Centre Experience

Due to the growth of digital tools, the experience that customers expect when dealing with a business has changed dramatically. Instead of calling a company with every question, customers now expect to have a variety of resources available to assist them, including chatbots, mobile apps, customer forums, social media, and more. Consequently, the contact centre landscape is in a constant process of change to meet these new demands and expectations.

Obviously, this can be a difficult landscape for businesses to navigate. For many, it can prove problematic to ascertain whether their contact centre operation is meeting current customer needs.

One simple way to evaluate your contact centre operation is to compare it to your competitors. StableLogic’s contact centre consultants can undertake a detailed benchmarking on behalf of your business, providing proactive advice to help you to deliver results. A benchmark can provide you with insights into how to improve your overall customer experience and the efficiency of your contact centre. Our consultants can provide you with advice on the following:

Costs– Are you paying more or less than the market in general?
Services – Are your competitors providing different options?
Accessibility – How does your service compare?
Level of Service – Are you market leading or behind?
Customer Experience – Are your competitors better or worse?

Do you want to discuss your contact centre options?
If you have any questions about this piece or any of our services, then please do not hesitate to contact us by emailing info@stablelogic.com or calling +44 (0) 20 3861 6444.

in Cost Saving, Digital Transformation, Project Management, StableLogic

3 Unexpected Benefits of a Cloud Migration

Over the last decade, undertaking a cloud migration process has grown significantly in popularity. Currently, most businesses have moved some services to the cloud, if not all. Companies have realised many of the advantages of such a transition, including the lower cost, scalability, and low maintenance of cloud and SaaS services.

However, while these benefits are obviously important, there are several other lesser known benefits of a cloud transition, which can have a similarly positive impact on your organisation.

Reduced Carbon Footprint
Operating a data centre requires a constant power supply for your server. When you add the cooling system needed to avoid overheating and the removal of data centre equipment when it reaches the end of its lifecycle, your data centre is creating quite the carbon footprint. According to the National Renewable Energy Laboratory, data centres consume approximately 1.8% of the overall energy consumption in the US each year. This translates to around 70 billion kilowatt-hours of electricity annually.

Cloud computing reduces these figures significantly. Transitioning commonly used software applications to the cloud can cut energy use by 87%. In addition, by reducing energy use, businesses can save up to 60-85% in energy costs.

Improved IT Productivity
A cloud migration removes an organisation’s reliance on its IT department to oversee the maintenance of its onsite services, such as installing updates, maintaining servers, and troubleshooting faulty applications. Cloud migrations unburden IT teams from many of these tasks. They can then spend more time and money on innovative new ideas and projects that contribute to the company’s bottom line.

Larger Talent Pool
Undertaking a cloud migration enables staff to access data and business applications from any location via any connected device. This ensures that your employees can work from anywhere with a decent WiFi connection. Consequently, this means that you can hire from anywhere too.

So, whether new employees are based in the same city as your offices or 10,000 miles away, you can easily set them up with telecommuting technology. Thus, enabling them to work remotely. Likewise, if valuable employees move away or prefer to work from home, there’s no need to incur the costs of finding and training new talent. The larger talent pool available to your company provides you with a better opportunity to source and retain the best talent.

Do you want to discuss transitioning services to the Cloud?
If you have any questions about undertaking a cloud migration or about the services offered at StableLogic, then please do not hesitate to contact us by clicking the button below or emailing info@stablelogic.com.

    StableLogic are an independent technology consultancy with offices in London and Boston.

    LONDON

    The Minster Building, Great Tower Street, London, EC3R 7AG, UK
    +44 20 3861 6444

    BOSTON

    One Marina Park Drive, Suite 1410, Boston, Massachusetts, 02210, USA
    +1 617 807 7204