Good Decisions Start with Data: Four Ways to Put Data at the Center of Every Decision

Ever felt like you’re drowning in a sea of data, with no lifeboat in sight? We’ve been there too. We know that making good decisions starts with having the right data at your fingertips. No more scattered spreadsheets and disjointed systems. Let’s dive into four ways you can put data at the center of every decision.

1. Centralize Your Data with Mplus’ Wallboard

Imagine having all your data in one place instead of spread across multiple platforms. The Mplus Wallboard is your single source of truth. The Wallboard integrates data from various sources – think ERP, CRM, CcaaS – into one real-time, user-friendly dashboard. Whether on your mobile app or digital signage, the Wallboard consolidates vast amounts of data in a structured, digestible format. It’s a visual tool that can have a huge impact on your business, allowing you to get more done with less effort by increasing employee productivity.

Use Case: Ecommerce Optimization

In the fast-paced world of ecommerce, timely and accurate data is crucial. The Wallboard can integrate sales data, inventory levels, customer behavior insights, and marketing performance metrics into one cohesive view. This allows ecommerce managers to track sales trends, monitor stock levels, and adjust marketing strategies in real time. By having all this data in one place, decisions can be made swiftly and accurately, reducing the risk of stockouts, optimizing pricing, and enhancing customer experience.

  • The ROI? Improved inventory management, increased sales, and enhanced customer loyalty.

2. Enhance Decision-Making with Real-Time Insights

Making decisions based on outdated data is like driving a car using only the rearview mirror. The Wallboard provides real-time insights, ensuring you’re always acting on the most current information. Unlike other platforms that may offer delayed updates, the Wallboard’s real-time data flow keeps you ahead of the curve.

Use Case: Food Delivery Operations

For food delivery services, timing and accuracy are everything. The Wallboard can track real-time order statuses, delivery times, driver locations, and customer feedback. This enables managers to quickly address any delays, optimize delivery routes, and improve overall service efficiency. Real-time data ensures that managers can make informed decisions that enhance operational efficiency and customer satisfaction.

  • The ROI? Faster delivery times, higher customer satisfaction rates, and increased repeat business.

3. Foster Collaboration Through a Unified Platform

The Wallboard isn’t just about data; it’s about people. It brings teams together by providing a unified platform where everyone can access the same information. This shared visibility fosters collaboration and ensures that everyone is on the same page.

Use Case: Gaming Development and Operations

In the gaming industry, development teams, operations, and marketing need to work in harmony. The Wallboard can integrate data from game performance metrics, user engagement stats, and revenue reports. By having all relevant data in one place, different teams can collaborate more effectively, ensuring that the game is not only engaging but also profitable. This shared visibility helps in quick decision-making regarding game updates, marketing campaigns, and user experience enhancements.

  • The ROI? More efficient development cycles, higher player retention, and increased revenue.

4. Transform Data into Actionable Strategies

Data is only valuable when it leads to action. The Wallboard doesn’t just present data; it helps you interpret it. With interactive dashboards and customizable views, you can transform complex data sets into actionable strategies.

Use Case: Travel and Hospitality Management

For travel agencies and hospitality businesses, understanding customer preferences and market trends is crucial. The Wallboard can integrate booking data, customer reviews, seasonal trends, and competitor analysis. This allows travel managers to tailor their offerings, optimize pricing, and enhance customer service based on actionable insights. By transforming data into strategic actions, travel businesses can improve customer satisfaction and drive revenue growth.

  • The ROI? Higher occupancy rates, increased customer satisfaction, and greater revenue.

Wrapping It Up

Everyone can agree, good decisions start with data. The Mplus Wallboard is designed to centralize, visualize, and utilize your data in ways that traditional platforms simply can’t match. By bringing together large data sets in a structured and user-friendly manner, fostering real-time collaboration, and transforming insights into action, the Wallboard sets a new standard for data-driven decision-making. A digital display can be an extremely effective method to display key metrics, company news, safety information, and personalized messages.

But How Much Is This Going to Cost Me?

Here’s the best part: it’s more affordable than you might think. The Mplus Wallboard offers a cost-effective solution that provides significant ROI by enhancing productivity, improving customer satisfaction, and driving revenue growth.

And the cherry on top? On average, it takes our teams just 2-4 weeks to implement.

Mplus’ Wallboard makes data work for you.

Navigating the CXM Maze

Navigate the CXM Maze

Why a Unified Strategy and the Right Tech Solutions Matter

Anyone remember Rush Hour and the scene when Chris Tucker gets kicked in the face and hilariously asks, “Which one of you all kicked me?” That’s exactly how it feels navigating the fragmented world of Customer Experience Management (CXM) software. The market is flooded with vendors, each promising the ultimate solution, and it’s easy to feel overwhelmed and unsure of where the hit came from.

A Unified Strategy: The Foundation of Success

Before diving into tech solutions, let’s ask ourselves: “What would we do to advance a CX program if we had none of these tech solutions available? If everything burned to the ground, what would we build for our CX programs out of those ashes?” This question drives us to the core foundations upon which the right solutions emerge.

Imagine a world where your CX program is like a well-oiled machine, each component working in harmony to deliver exceptional customer experiences. That’s the power of a unified strategy. It’s about aligning your goals, processes, and technologies to create a seamless and efficient operation. Even in our house, we’re all about building this strong foundation because we know that without it, adding more tech only amplifies existing challenges.
The first step is to clearly identify the goals and pain points of your CX program. What are the core issues your customers face? Where do your current processes fall short? Engaging in honest reflection on these questions helps lay the groundwork for effective problem-solving.
Next, consider your customer journey. Map out each touchpoint and identify where friction occurs. Understanding the customer journey in detail allows you to see where improvements are needed most. It’s about enhancing each step, not just adding more steps with tech solutions.
Then, focus on employee experience. Empowering your team with the right tools and training can significantly impact customer satisfaction. It’s important to create an environment where employees feel supported and capable of delivering exceptional service.

Once these foundational elements are in place, you can start thinking about technology. But remember, technology should serve to enhance your well-established processes, not replace them. More tech doesn’t solve problems—it amplifies them. By fixing the core issues first, you ensure that any technology you add truly adds value.

AI in Customer Service: Beyond the Hype

Now, let’s talk about AI—the buzzword that’s been making waves in the CXM space. While AI holds immense potential, it’s important to move beyond the hype and understand how it can truly transform customer service.

In the realm of Customer Experience Management (CXM), Artificial Intelligence (AI) has often been touted as a game-changer. The promise of AI-driven solutions that can revolutionize customer service is indeed enticing. However, it’s crucial to move beyond the hype and delve into the practical applications and real-world benefits that AI can bring to the table.

At Mplus, we believe in a pragmatic approach to AI, in our own organization and in customer service. It’s not just about adopting the latest technology for the sake of it; it’s about leveraging AI in strategic ways that genuinely enhance the customer experience.

One area where AI shines is in self-service solutions. Imagine empowering your customers with intelligent chatbots that can handle routine queries, provide personalized recommendations, and even assist with transactions—all in a seamless and efficient manner. This not only reduces customer wait times but also frees up your human agents to focus on more complex issues that require human empathy and problem-solving skills.

AI assisted agents

Channel shift is another aspect where AI can make a significant impact. By analyzing customer preferences and behaviors, AI algorithms can help optimize channel allocation, ensuring that each customer is routed to the most appropriate and effective communication channel. This leads to smoother interactions, higher engagement, and ultimately, greater customer satisfaction.

Agent onboarding and training are areas where AI-driven tools can streamline processes and improve outcomes. From automated knowledge base suggestions to real-time coaching during customer interactions, AI can provide valuable support to your agents, enabling them to deliver consistent and high-quality service.
Agent assist is yet another domain where AI proves its value. Imagine having AI-powered tools that can analyze customer conversations in real-time, provide relevant information and suggestions to agents, and even predict customer needs before they arise. This not only enhances agent productivity but also leads to faster issue resolution and happier customers.

Solution to language barriers

Multi-lingual translation is a crucial aspect in today’s globalized world. AI-powered language translation tools can break down language barriers, allowing you to effectively communicate with customers in their preferred language. This fosters inclusivity, improves understanding, and creates a more personalized experience for each customer.

While we acknowledge there are platforms that have demonstrated remarkable capabilities in harnessing AI for customer service excellence, we also emphasize the importance of aligning AI initiatives with your specific business goals and customer needs. It’s not about adopting AI for the sake of it, but rather about leveraging AI in ways that truly add value and enhance the overall customer experience.

Get Involved: Co-Creating a Better CX

Let’s drive the industry towards smarter, consolidated solutions for a truly seamless CX. It’s all about finding the right fit for your unique needs. Anyone want to hop on a call and discuss? I’m game.

#customerexperience #cxmanagement #technology #saas #CXaaS #CCaaS #AIStudio #Buzzeasy #Bulbtechnologies #Geomant #Mplus #BOSQAR

The Unsung Heroes of Tech: Systems Integrators and Why You Should Know 1 of Them

In the tech world, systems integrators are often seen as mere intermediaries—resellers who implement Contact Center as a Service (CcaaS) solutions. But this perception underestimates their true value. The best integrators bring a unique blend of engineering precision and business acumen to the table, delivering not just products but genuine, strategic improvements to your operations.

What Do Customers Really Want?

When businesses seek out systems integrators, their wish list is simple yet profound:

  1. Great Quality: High-performance solutions that integrate seamlessly and function flawlessly.
  2. Honesty: Transparent communication about what is truly necessary for their specific needs.
  3. Nimbleness: The ability to adapt and respond quickly to changing requirements.
  4. Right Pricing: Fair and reasonable costs for services rendered.
  5. Clarity: Direct, no-nonsense advice about what works and what doesn’t.

Cutting Through the Clutter

One of the most valuable traits of a great systems integrator is their honesty. They aren’t afraid to tell you what you don’t need. This candor is refreshing in an industry where upselling can sometimes overshadow genuine customer needs. An integrator who prioritizes your best interests over their bottom line can save you significant time, money, and frustration.

A Spotlight on Geomant

Let’s talk about Geomant, a subsidiary of Mplus under the Bosqar Invest umbrella (formerly Meritus ulaganja). While I’m not here to hard-sell you on Geomant, their approach embodies everything we’ve discussed about what makes an ideal systems integrator.

Honest Guidance and Quality Solutions

Geomant stands out for their unwavering commitment to providing honest, no-nonsense advice. They don’t just push the latest trends or the most expensive options. Instead, they focus on what will genuinely benefit your business, offering tailored solutions that integrate seamlessly with your existing tech stack. Their proprietary tools enhance rather than compete with your current systems, ensuring that every investment you make drives real ROI.

Nimble and Adaptable

In a fast-paced business environment, adaptability is crucial. Geomant has proven time and again their ability to respond swiftly to changing needs, helping businesses stay ahead of the curve with cutting-edge AI and data analysis tools. Their solutions streamline operations, enhance customer insights, and improve overall efficiency.

Fair Pricing

Fair pricing is another hallmark of Geomant’s approach. They believe in delivering value, not just charging for it. Their transparent pricing models ensure that you know exactly what you’re paying for and why, eliminating any unpleasant surprises.

Elevating Customer Service with AI

Geomant excels in leveraging AI to transform customer service. Their AI-driven tools provide deep insights into customer behavior, helping you refine your marketing and sales strategies. From automating onboarding processes to enhancing agent training with real-time, immersive experiences, their solutions improve both customer and employee satisfaction.

Why Geomant?

So, if you’re looking for a systems integrator who embodies quality, honesty, nimbleness, fair pricing, and clarity, Geomant is worth a conversation. They aren’t just another systems integrator; they’re a partner committed to your success, providing the strategic insights and technological expertise you need to thrive.

In conclusion, the right systems integrator can be a game-changer for your business. They bring more to the table than just technology—they offer strategic guidance, honest advice, and tailored solutions that drive real value. If these qualities resonate with you, I have one that you should be talking to: Geomant.

Case Study – Banca Transilvania

Revolutionizing Customer Experience: The Impact of Online Appointment Solutions

In our fast-paced world, online scheduling has seamlessly integrated into our daily lives. It’s become second nature, a tool we can’t imagine living without. In the banking sector, we’ve witnessed a significant shift in customer needs and interactions, and the introduction of our online appointment solution has arrived precisely when needed.

Banca Transilvania’s partnership with Geomant has revolutionized customer experience through Geomant Queueing, our online appointment solution. This collaboration has streamlined operations, reduced wait times, and showcased adaptability in meeting specific needs, emphasizing the transformative power of technology in enhancing customer satisfaction.

Join us as we explore the transformative journey of Banca Transilvania as they harness the power of technology to enhance customer experience.

Your Wallboard: A Direct Line of Communication and a Tool for the Employee Experience

Customer expectations are evolving. Today’s customers want faster, more convenient, and more personalized interactions with companies and brands that fail to deliver at risk of losing all-important clients. However, while 88% of companies are now prioritizing customer experience in the contact center, many are still missing one crucial part of the puzzle: the agent experience.

Excellent employee experiences and memorable customer interactions go together. 85% of business leaders agree that engaged, empowered employees drive higher customer satisfaction. This suggests the path to a great CX strategy starts with an employee experience (EX) strategy.

So, how do companies ensure enabling and optimizing their workforce with the right experience? It starts with opening the lines of communication.

The Impact of Consistent Communication on EX and CX

Communication is at the heart of any successful business. Teams can’t collaborate, share knowledge effectively, or develop skills without successful communication. Whether your agents are at home or in the contact center, creating a direct line of communication that supports and empowers your teams without overwhelming them is essential.

Wallboards and agent desktops are one of the easiest ways to ensure agents have access to all the information they need to thrive. With the right wallboard solution, companies can provide their team members with an organized dashboard packed with inspirational messages, visual data insights, and best-practice guidance, all of which keep staff:

  • Engaged: With a wallboard showcasing inspirational and motivational messages, you can show team members you care about their well-being and eliminate feelings of isolation. Wallboards can even help distributed team members feel more connected to their peers.
  • Productive: Wallboards and agent desktops offer a fantastic way to provide agents with dynamic insights, guidance, and even training to help them perform more effectively at work. They can give next-best-action guidance, insights into performance metrics, and real-time views of crucial data to help teams make more intelligent decisions.
  • Efficient: A wallboard organizes all the information an agent needs to resolve customer problems quickly and efficiently. The best tools can integrate with your CRM to help agents deliver more personalized service and provide direct access to communication and collaboration tools without leading to data overload.
  • Motivated: With a wallboard or dashboard, companies can utilize gamification techniques, such as leaderboards and scoreboards, to get distributed team members invested in achieving their performance tactics and improving their benchmarks.
  • Successful: With opportunities for continued education, training, real-time guidance, and support, wallboards give agents more of the tools they need to be successful in their roles. This not only improves customer experience but also boosts employee retention rates.

Moreover, companies can create different dashboards for each employee group with the right wallboard technology. This means you can make the perfect workplace experience for both your in-office and remote employees while designing supervisor boards that provide managers and leaders with behind-the-scenes insights into EX and CX metrics.

Bridging the Communication Gap with Wallboards

Wallboards don’t just provide agents and supervisors with a birds-eye view of crucial metrics related to customer experience and satisfaction scores. They also act as a direct line of communication between your staff members, paving the way for better collaboration, productivity, and growth.

Used correctly, your wallboard can help bridge communication gaps in your business, improving employee experience, engagement, and retention. This boost to EX has a clear impact on your bottom line, leading to better customer journeys and fewer issues with customer service.

Great customer experiences start with excellent employee experiences; communication is vital to engaging your team. Discover how a Geomant wallboard can help you to connect, align, and empower your team members, wherever they are today.

Simplify Compliance Investigations In 3 Easy Steps

Compliance can be a challenging thing for any business to deal with. The regulations in virtually every industry are growing more complex each year as concerns about privacy and security continue to develop. If you’re not constantly working on your compliance strategy, you risk severe fines, legal issues, and damage to your reputation.

The good news? Most organizations won’t need to conduct a compliance investigation very often. However, this doesn’t mean you shouldn’t be adequately prepared. If you happen to encounter a situation where you need to audit your processes and evaluate compliance, failing to have the right plan in place could mean wasting time and resources.

So, how do you simplify compliance investigations and reduce the strain on your team?

All it takes is three easy steps.

Step 1: Leverage Automation to Keep Errors to a Minimum

One of the best ways to transform any compliance investigation is to ensure that there are no missing gaps in your data. Implementing tools that allow you to automatically collect information from the proper channels and store data in the correct locations will significantly reduce your risk of problems.

For instance, companies leveraging Microsoft Teams for their UCaaS strategy can use Geomant’s dedicated compliant recording system to capture all communications in teams automatically. You can implement a tamper-resistant, centralized solution for data collection, with workflows to assist with archiving, retrieving, and managing IM, video, voice, and screen-sharing interactions.

With automation, you can confidently ensure you meet strict record-keeping and reporting requirements without overwhelming your teams with additional tasks.

Step 2: Eliminate Investigation Roadblocks

One of the biggest issues companies have with compliance investigations is that the data they’re storing is often unstructured and difficult to navigate. Even if you’re constantly capturing voice, video, and other conversations, it can take hours to sort through these documents manually to find the necessary information.

Using a compliant recording and reporting system with built-in tools for transcribing, searching, and categorizing your communications can save much time. You can automatically transform every piece of audio data and video into easily searchable text. This means you can find keywords and statements in seconds rather than spending hours listening to each recording.

You can even tag specific conversations and interactions with categories to help you sort through different types of discussions. For instance, you may have a category for internal communications, one for VIP clients, and one for everyday customers.

Step 3: Modernize Case Management

Finally, it’s worth updating the case management strategy to make compliance as simple as possible for your compliance officers, auditors, and anyone else who might be dealing with your data. While creating clear policies and guidelines for your teams to follow, investing in the right technologies to boost your case management efforts is also helpful.

The right all-in-one tools can help significantly with this, providing you with an intelligent environment to track crucial insights in your business.

With an end-to-end solution for recording and compliance, you can monitor the state and quality of recorded data, track potential anomalies, and even enhance your strategy for dealing with each case. For instance, Geomant’s technology can be integrated with various tools, including Microsoft Azure, Office 365, and end-user applications, to give you comprehensive visibility. You can also access specialist services from Geomant to help plan and implement the ideal compliance strategy.

Simplify Compliance Investigations Today

While compliance investigations may not be particularly commonplace for many businesses, they’re still something all companies should be prepared to handle. The right technology can make a massive difference to your ability to collect, manage, and audit information across your communication ecosystem.

With Geomant, you can build a strategy for compliance visibility that benefits your entire team, leveraging high levels of recording redundancy, valuable integrations, solutions for speech transcription, and policy enforcement. We can also help you with step-by-step software and application development for your compliance needs.

How to Choose Call Center Hours of Operation

We’re living in a time where consumer expectations are constantly evolving. Today’s customers judge every brand by the customer service experiences larger companies like Amazon and Netflix offer. You could risk losing loyal clients if you’re not offering consistent, seamless support across multiple channels.

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