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Industry Research : More Than Half of North American Businesses Surveyed During COVID-19 Say Their Technology Systems are Inadequate

#contactcenterworld, @zoho

Global technology company Zoho, published the results of a North American study examining the dimensions affecting company performance. The study was conducted during the COVID-19 pandemic, when employees around the world had transitioned to remote work. Analysis of the overall results, which are some of the first to emerge from the pandemic, found that while companies excelled in the areas of traditional management, technology systems were rated by employees as outdated and inefficient for company performance.

The April 2020 study by Beagle Research Group surveyed more than 500 employees at businesses of varying sizes and industries throughout North America. Participants gave their companies high marks in areas of goal setting, alignment, and inspiring performance — meaning that even with the disruption of office closures, workers feel supported by and aligned with their employer while working remotely.



Strong Employee Engagement and Alignment

- 66 percent of those surveyed find high satisfaction in the work they do.

- Only 4 percent report that their job is chaotic and difficult to do well.

- 69 percent of employees surveyed agreed that their job provides them with meaningful work they take pride in.

- 68 percent of front-office employees and 75 percent of back-office employees said they felt a sense of purpose in their work.

In the category of technology infrastructure, however, employees reported that their current company systems need a unified overhaul.

Inadequate Technology Systems

- 51 percent of employees categorized these systems inadequate in keeping them aligned with company goals while working remote.

- 52 percent of those surveyed found their computing systems not conducive to their work, with that number growing to 56 percent at the small and medium enterprise level (businesses under 500 employees).

- 54 percent of enterprise-level employees (businesses with more than 500 employees) found the applications they work with not intuitive and difficult to integrate.

- 40 percent of the largest enterprise employees surveyed (businesses with more than 4,000 employees) said their work can be chaotic, working with multiple technology platforms to do their job accordingly.

- 37 percent of enterprise employees found their technology infrastructure not supportive to good communication throughout the organization as they work remote.

- Only 10 percent of those surveyed said they could confidently get a complete view of the relationship between their company and customer without having to check several systems. This result is especially important for companies to recognize as the customer and client relationship is particularly fragile during the pandemic and context for communication is critical.

- For both front office and back office employees, 50 percent found their company's technology inadequate to support their job role while remote.

"Going to the office, as a concept, started during the Industrial Revolution, when workers needed to travel to factories to use heavy equipment," said Raju Vegesna, Chief Evangelist at Zoho. "With the cloud, with online tools accessible from anywhere, including your home, we are back to a pre-Industrial Revolution era. This means that the right tools have to be made available for employees to be productive. Unfortunately, as the survey finds out, this is not currently the case. This has to change for employees to be successful."

"The inevitable conclusion from this data is that if companies want to improve their performance, they should look first at the technology systems that support their primary business activities," said Denis Pombriant, Managing Principal at Beagle Research Group and author of the report. "The data show that companies, especially at the enterprise level, are realizing the importance of integrated solutions to streamline business processes to enable working in a variety of new theaters."

Methodology

Conducted in April 2020 by Beagle Research Group LLC , this study surveyed 509 individuals across the United States and Canada. Participants of the study ranged from non-executive and non-managerial employees at small and enterprise businesses in a variety of industries.

#contactcenterworld, @zoho

Posted by Veronica Silva Cusi, news correspondent
Source: Zoho


About Zoho Corporation:
Company LogoZoho Corporation founded in 1996, is located in Chennai, Tamil Nadu, India. The company was founded and headed by Sridhar Vembu. who earlier worked in Qualcomm USA.
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Today's Tip of the Day - Promote Hands On

Read today's tip or listen to it on podcast.

Published: Monday, July 27, 2020

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2021 Buyers Guide Call Routing Optimization

 
1.) 
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Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
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2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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