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Do you specialise in Virtual Call/Contact Centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in July we’re focusing on Virtual Call/Contact Centres.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Virtual Call/Contact Centres solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

Do you specialise in Artificial Intelligence? We want to hear from you!

960 640 Stuart O'Brien

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Artificial Intelligence solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

UK businesses experience up to five security incidents each year

960 640 Stuart O'Brien

Attackers are seizing on vulnerabilities in hybrid working environments, creating more work – and also larger budgets – for security teams, despite organisations accelerating digital transformation projects.

The latest State of Security Report from Infblox, which surveyed 100 UK respondents in IT and cybersecurity roles in the UK as part of its global sample, discovered that the recent surge in remote work has changed the corporate landscape significantly.

In fact 64% of UK organisations have accelerated digital transformation projects in order to support remote workers since 2020. This is higher than the global (52%) average.  

  As part of this shift just under half (49%) of organisations have increased customer portal support for remote engagement and 43% have added resources to their networks and data basis. Given that over a third (34%) have close their physical offices for good, this investment may prove to be a strong strategic move.  

Cybersecurity still causing headaches   

An increased digital footprint inevitably brings increased digital risk and the reality of a hybrid workforce is causing headaches for IT teams and business leaders. The data reveals that the loss of direct security controls and network visibility has half (50%) of UK companies more concerned about data leakage than anything else. Almost as many (45%) are worried remote worker connections will come under attack.    

It appears that organisations have good reason to worry, given the report found that 61% experienced up to five security incidents in the last year. However, there is some good news: 66% report that these incidents did not result in a breach. This may be because 73% were able to detect and respond to a security incident within 24 hours.   

Of the 44% reporting a breach, insecure WiFi access (47%) was the biggest cause. The data also suggests that UK workers are continuing to fall for phishing scams. In fact 4 in 5 (82%) breaches reported in the last 12 months were caused by this attack method. Phishing usually signals the need for or failure of employee and customer security awareness training that require technological backstops  

Defense in depth   

Infoblox’s report discovered that the majority of organisations are investing heavily in security tools to protect their hybrid environments. In fact, 59% of respondents saw bigger budgets in 2021 and 64% anticipate an increase in 2022.   

Many are turning to defense-in-depth strategies, using everything from data encryption and network security to cloud access security brokers and threat intelligence services to defend their expanded attack surface. As part of this, almost half of organisations (47%) are relying on DNS (Domain Name System) to block back traffic.    

“The pandemic shutdowns over the past two years have reshaped how companies around the world operate,” said Anthony James, VP of Product Marketing at Infoblox. “Cloud-first networks and corresponding security controls went from nice-to-have features to business mainstays as organisations sent office workers to work from home. To address the spike in cyberattacks, security teams are turning to DNS security and zero trust models like SASE for a more proactive approach to protecting corporate data and remote devices.”  

The full report is available for download here.  

Technology ‘increases employee inclusion’ in hybrid work

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In a world where 60% of employees say a hybrid work model is their ideal work arrangement, only three in ten (30%) strongly agree that their organisation provides them with the necessary technology to collaborate equally and inclusively from anywhere.

That’s according to Jabra’s 2022 edition of the Hybrid Ways of Working Global Report, carried out amongst 2,800 knowledge workers across six countries worldwide to understand the employee sentiments and motivations in this hybrid working era.

The future of work is virtual-first. With hundreds of millions of people collaborating on Teams, Zoom, and other unified communications platforms every day, these digital environments are the new standard for how we connect to one another. In fact, many employees have only ever met some of their colleagues on these platforms. Because of this, it is critical that leaders do all they can to get the most out of the virtual workspace, so employees can create more human and authentic relationships with their colleagues.

Professional audio technology impacts meeting inclusivity

Jabra’s research found that users of professional audio devices reported feeling more included in virtual meetings than those using either consumer audio devices or the microphones and speakers built into their laptops. In fact, users of professional headsets globally were 11% less likely to feel left out of the conversation in virtual meetings than consumer device or built-in audio users. Similarly, professional headset users were 14% less likely to report not being able to hear what’s being said in the meeting than built-in users and 12% less likely than consumer device users.

At present, only 29% of workers are using professional audio devices. As 87% of all meetings are either fully virtual or hybrid, with only 13% happening fully in person, it’s crucial that employees are able to make the most of them with purpose-built technologies. A lack of proper technology may make relationship-building in these virtual environments more tenuous and difficult than it needs to be.

Organisations that prioritise meeting equity have higher hybrid meeting engagement

Since the start of the pandemic and alongside the rise of hybrid work, the term “meeting equity” has entered the discussion to explore how organisations can create equitable virtual environments. In a traditional meeting room, every meeting participant has a place at the table and has equal opportunity to contribute to the meeting. However, a hybrid meeting setting consists of both physical and virtual meeting participants, so true meeting equity becomes harder to achieve.

Luckily, the research finds that organisations that take active steps towards achieving greater meeting equity are likely to increase engagement in hybrid meetings. In fact, 48% of hybrid workers say that their organisation priorities meeting equity, resulting in 53% saying they’re just as engaged in hybrid meetings as face-to-face meetings. This is compared to only 34% of full-time in-office workers who say that their level of engagement in hybrid meetings matches that of face-to-face meetings; amongst in-office workers, 32% feel their organisation prioritises meeting equity. Leaders need to take decisive steps to address meeting equity, regardless of the primary type of work model their organisation practices.

Video increases inclusion and productivity in virtual environments

Roughly half of all employees (49%) consider their office to be their laptop, headset, and wherever they can get a strong internet connection. But the research found a key location-agnostic way to impact an employees’ wellbeing and productivity levels: video. Sixty-two percent of employees say they feel more included and present in meetings when everyone attending has their camera turned on.

Similarly, 53% feel they can collaborate more productively on video calls than on audio-only calls. This is likely why 68% of employees say that standardised professional video cameras would help everyone participate equally in hybrid meetings. Moving forward, leaders have an urgent need to look into the best technology to inclusively connect all employees and business partners no matter where they’re working. This will be an essential part of achieving greater meeting equity and succeeding in the hybrid future.

Holger Reisinger, SVP at Jabra, said: “The way we work has changed forever and the current state of knowledge work requires access to digital platforms and technologies to be successful. As such, leaders need to prioritise the employee experience and ensure that they can thrive in virtual meetings regardless of location. It starts with identifying technologies that will enable both in-office and remote employees to collaborate on an equal playing field, so employees can seamlessly move between these places without feeling left out, unheard, or distracted. Only then will employees truly be able to work a flexible arrangement on their own terms and have a stronger emotional connection to both their digital and physical workspace.”

To download a copy of the full research report, visit: https://www.jabra.co.uk/hybridwork/2022