Business intelligence to support a post-pandemic mindset
The ‘management versus employee’ battle on WFH continues – but have managers recognised why hybrid working has become such a problem? Without face-to-face interaction, remote workers have far less trust in the information provided by distant colleagues – or distant business partners/ suppliers/ customers. And that is leading to a breakdown in relationships across the […]
UK businesses experience up to five security incidents each year
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 […]
Technology ‘increases employee inclusion’ in hybrid work
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 […]
Remote working has affected employers support the health and wellbeing of staff
Fifty-nine per cent of employers say that the change in working patterns to a more remote or hybrid approach has affected the way they support the health and wellbeing of staff, according to research from GRiD, the industry body for the group risk protection sector. Of those employers who stated that working patterns had affected […]
How can working from home impact your customers?
Many employees across the country are now working from home, and have been for some time. Transitioning from office to home on the face of it seems like a straight forward task of moving hardware when in fact what we’ve learnt over the passed year is that- one of the biggest mistake’s companies have made […]
10 Free Contact Centre Homeworking Technology Health Checks To Be Won
What’s been your biggest contact centre work-from-home (WFH) technology challenge during lockdown? For many organisations, it’s been getting homeworkers connected to office comms and data systems. For others, it’s been data security and compliance. Other common technology challenges have involved recruitment and on-boarding, resource scheduling, communications and general management. What organisations have rapidly discovered […]
Bot Revolution to Permanent WFH: What 2021 Has in Store for CX
By Content Guru In the contact centre industry, looking backwards can often give us a clear indicator of what lies ahead. 2020 brought with it both personal and professional challenges no one could have predicted. However, the coronavirus crisis marked a clear turning point for the contact centre – one that has laid the foundations […]
Working from Home: How Blurred Boundaries Affect the Contact Center
Part three of a three-part series by Adam Aftergut, Product Marketing Manager at NICE, on the root causes of work-from-home challenges faced by contact center agents and their employers… As we detailed earlier in this series on work-from-home challenges, changing boundaries are having an impact on staffing and performance in the contact center. In addition to a new separation […]
eBook: Why a Distributed Workforce Wreaks Havoc on Your Business (and what you can do about it)
For the first time in recent history, there are more people working remotely than in corporate offices. This shift has substantially changed network traffic patterns for millions of businesses worldwide, creating capacity and reliability issues with firewalls, VPNs, SBCs, and Internet Service Providers (ISPs). With 92% of the virtual workforce expecting to work from home […]
Working from home: How separation affects the contact center
By Adam Aftergut, Product Marketing Manager, NICE Part two in a three-part series on the root causes of work-from-home challenges faced by contact center agents and their employers… As we noted in the first essay in this series on work-from-home challenges, fundamentally changing boundaries are having an impact on staffing and performance in the contact center. The […]
