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A massive part of managing and having a happy workforce is creating an open and honest dialogue . succeed , the decisions that brought me here were the right ones .
What are the region-specific challenges when implementing new technologies in Europe ?
to build the same relationships with their employees , teams can ’ t communicate as effectively , and it ’ s harder to notice when colleagues are struggling .
As we move into 2021 and remote working policies continue , we ’ re going to see a higher demand for solutions enabling remote micro-communication . In contact centres we ’ ve already experienced a significant rise in demand for ‘ listen-in ’ functionality – allowing managers to listen to conversations with customers as they happen . This ensures managers understand how their employees are performing and identify areas they may need further training on . Virtual wallboards can also be implemented to help contact agents see how many customers are in the queue and where their colleagues are , for example on the phone or taking a break , to help fill the void of not being able to see them face-to-face .
What do you currently identify as the major areas of investment in your industry ?
In such a competitive world , businesses are fighting tooth and nail to remain one step ahead both in their digital capabilities and customer loyalty . As a result , the ability to take advantage of the data goldmine that all organisations have access to , and ideally in real-time , has never been more vital . Consequently , we ’ re seeing more businesses invest in technologies that are able to help them gain insights into their data .
How do you deal with stress and unwind outside of the office ?
The challenges facing the telecoms industry are shifting every day , but one of the biggest we ’ ve faced is the ambiguous attitude of business to telecoms . In recent years it ’ s simply not been something that they believe they should invest in .
With the rise of social platforms and new technologies such as chatbots , the telephone has become somewhat a thing of the past for many businesses . It ’ s therefore our job to show them the possibilities and benefits that voice and the telephone can provide as part of integrated , data-driven and customer-centric communications , perception and relationship-building strategy .
What changes to your job role have you seen in the last year and how do you see these developing in the next 12 months ?
Advancements in technology in recent years have meant many businesses are increasingly operating a flexible , remote working structure . But ensuring all employees , particularly those in customer-facing roles , have access to the communication channels and data that they would have in an office , is vital and we ’ ve seen many organisations looking for solutions that can help .
Furthermore , businesses have recently been pushed into an immediate industry wide Business Continuity full-test scenario of a having a remote workforce that will expose many flaws in their technology , so we only expect the demand for flexible solutions to increase . This is something I want to ensure we can help all of our customers with moving forward .
Despite working in the telecommunications world nine to five , my love for technology also carries over into my personal life . I ’ m currently setting up a ‘ smart home ’. Flying has always been a passion of mine and when weather and time allow , I enjoy microlighting over the British countryside .
If you could go back and change one career decision , what would it be ?
One of my goals is to avoid looking backwards , and instead think about how I will approach the future when it comes to running the business . As long as I continue to enjoy the journey and the business continues to
That ’ s why I am now focusing on ensuring that the team at Natterbox have the tools and resources they need to focus on developing and advancing our intelligent solutions that shift the concept of flexibility to that of freedom . In fact , our new cloud-supported interface is already available to give users the ability to work from anywhere , on whichever device they want .
What advice would you offer somebody aspiring to obtain C-level position in your industry ?
Be yourself , share ideas and lead by example regardless of the role you are currently in . p
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