Increasingly, customer service managers are reviewing how to deliver better services and making sure the voice of the tenant is heard. Consistently, omnichannel, AI and automated environments are providing the solution.

Bringing all channels together on a single communications platform with 8x8 improves tenant engagement and operational efficiency with end-to-end journey analytics for performance management and continuous improvement. Here are seven key ways that 8x8 helps improve tenant engagement and operational efficiency:

  1. 8x8 Agent Workspace provides a single-pane view of all communications. Agents are able to move effortlessly between channels without switching applications which, according to the Harvard Business Review, can save up to four hours per agent, per week.
  2. Digital channels allow agents to handle multiple conversations simultaneously and automate repetitive tasks which have a positive impact on reducing the cost per tenant interaction. A single communications platform from 8x8 uses omnichannel routing to direct interactions automatically to the right department, allowing for faster resolution.
  3. Time and again, residents report that they don’t feel listened to when they raise concerns and complaints. Housemark’s customer excellence research established that a focus on early intervention can reduce formal complaint volumes by up to 50%. Opening new channels of communication with an 8x8 Contact Center solution makes it easier and more cost-effective to ensure the voice of the tenant is heard.
  4. 8x8 Speech Analytics uses real-time feedback and sentiment analysis to prioritize interactions where immediate attention is needed, whether for safety reasons or to maintain tenant satisfaction scores. Customizable alerts ensure urgent matters are highlighted to the right agent/department immediately for a prompt response.
  5. Empowered supervisors and team leaders become more effective and so do their teams. 8x8 Supervisor Workspace provides supervisors with the tools they need to easily monitor queues, agents and alerts. Customizable dashboards display essential performance metrics allowing supervisors to react faster and adapt as situations change.
  6. Video Interaction is increasingly being adopted by housing associations to reduce the costs of repairs and fixes, with one customer reporting that engineers were able to resolve 39% of issues remotely, many of which occurred out of hours.
  7. Payments are easily and securely processed by agents using 8x8 Payment Processing to reduce arrears and allow revenue officers to focus on other activities, with automated SMS notifications providing the necessary details to tenants.

Implementing a single communications platform with contact center and unified communications capabilities seamlessly connects tenants and employees with new levels of personalization for meaningful digital connections. Employees are empowered with integrated collaboration and easy-to-use workflow management tools, streamlining processes and improving productivity. Workflow management software reduces administrative burden by automating movement of completed work from one person or department to another

With 8x8, everyone is connected and conversations are handed off in context, allowing for better employee and tenant experiences. Plus, team leaders have access to data and analytics about every interaction for managing performance and continual improvement.

“8x8 has transformed the way that we work, not only from an IT infrastructure perspective, but also from a customer experience perspective.” — Hassan Bahrani, Head of IT, Thirteen

Simply put, 8x8 Contact Center is the platform of choice for housing associations wanting to improve tenant satisfaction and increase operational efficiency.

Want more information? Download the guide: A Single Platform for All Interactions.