By Pete Hanlon, CTO of Moneypenny
Technology is advancing quicker than ever before, and the field of communication is relishing in a new world of opportunity, encompassing not only more channels but also better ways to communicate. There are challenges too but the potential is infinite.
We have learned many lessons this past eighteen months, as a pandemic changed the way we work forever. The biggest being the value we place on human interaction, how much we all crave staying connected, simply put, our humanity.
Alongside this however, we have realized how technology can facilitate and enhance this need if we allow it and if we embrace it. By combining the two – high quality people centred interactions with good technology – we will shape the way the world communicates as we step into our new future.
Over the next decade, technological advancements, like AI and NLP, will play a huge part in our day-to-day lives, and specifically how we communicate. AI is already playing a substantial role in the workplace with products like digital switchboards automating tasks that only a few years ago would have been impossible, and the rate of innovation is increasing.
Whatever it looks like, communication is and always will be critical for business success. It is what sets you apart from others and is essential for delivering exceptional customer service.
This means analyzing and then using your data to make informed decisions. Think about the best way for you to deliver the information required by your customer. I can guarantee we’ve all had some amazing experiences and some downright disgraceful ones. This communication, or lack of, defines whether we will still be a customer, the lifeline of your business, so treat it as such.
There are so many channels available to us today, choosing the right one to effectively deliver the message is crucial. And more are on the horizon as technological innovations come into their own. Fundamental to all of this, however, is how does your customer like to receive the information. Your customer service offering should include many alternatives, from phone and email to 24/7 Live Chat and more.
A NEW WORLD.
The challenge when talking about technology and AI, in particular, is that people tend to think of robots taking over of the world resulting in peoples’ roles and responsibilities becoming redundant and obsolete.
However, it is exactly in the cross over of technology and how people behave in real life that will drive the most transformational benefits to businesses. For example, AI can remove the burden of repetitive administrative tasks, freeing employees up to focus on being more agile, more customer-focused and more innovative, all widely accepted critical components of business success in a post-pandemic world.
Technology is getting ever better at enhancing the human communications experience, creating quality conversations enabling rapid, efficient communications through real human beings, rather than replacing them.
And so, for businesses to stay ahead of the game, providing the best communications and customer service, they will need to wholeheartedly embrace technology in the workplace, rather than fear it. This makes it more than about technology and process, it makes it about your people.
Fear is not something you want in your company culture. You want your people to be happy, motivated and engaged, bringing the best version of themselves into the office.
In times of uncertainty and change it will understandably rear its ugly head. The key here is in communicating to your teams, being open and transparent, dispelling myths propelled by scaremongers and highlighting the benefits of using technology to improve their impact on customers and on the business bottom line.
Continuous learning should already be a key part of culture. Training and developing awareness of capabilities and benefits is simply another string to the bow. It helps your business stay competitive, but it also feeds into employee engagement, retention and attracting new talent.
It may be that you organize on-site workshops or for those who want it and tailor learning and development sessions. Every employee is different so it will take some mixing and matching to tailor to their individual learning environment but harnessing this learning and applying these new skills with your business not only nurtures talent but also fosters forward-thinking, equipping your people with the skills and mentality, resilience even, to evolve with the ever-changing world of work.
People will always be your biggest asset, but technology can help them become even better at what they do, giving you that all important business advantage. The global Covid pandemic has forced organisations to adopt new technologies, enhancing efficiency and user experience and this will only be enhanced further as future innovations are introduced.
We cannot predict the future, but we do know that yet more advances are coming and that they will change the way that we communicate forever. See these advances as complementary to your people, equipping them with everything they need at the touch of a button so that they can be the best that they can be, powering the future with a unique combination of technology and humanity.
ABOUT THE COMPANY
Moneypenny is the world’s leading outsourced communications provider and delivers telephone answering, live chat and digital customer services, working with businesses of all shapes and sizes from entrepreneurs to large multinational corporations