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Industry Research : New Study Reveals Boost in Employee Productivity and Well-Being Among Companies

#contactcenterworld, @ringcentral

RingCentral, Inc. (NYSE: RNG), a provider of global enterprise cloud communications, collaboration, and contact center solutions, released the findings of its Connected Culture Report, a new study that explores how remote work impacts employee productivity and well-being. According to the report, employees working for companies that foster a "connected culture" are twice as likely to be productive when working from anywhere, than those that don’t. The study defines companies that foster a "connected culture" as those that blend effective technology that helps teams stay connected with a commitment to supporting work/life balance, and frequent opportunities for people to interact with one another. As positive news about a vaccine emerges, the survey findings reiterate the important role employers play in building a culture that encourages employee productivity and well-being -- key factors for an engaged remote and hybrid workforce working from anywhere.

Conducted by CITE Research in partnership with Kaleido Insights, the study polled 4,000 knowledge workers across four countries about their levels of productivity, well-being, and connection to team members following moving to remote work with the onset of the pandemic.

The overall takeaway: Embracing a connected culture leads to significant gains in employee productivity and well-being.

Key findings:

Employees who feel more connected are more productive: of those employees who self-reported as more productive, 71% reported feeling more connected to their colleagues than before the pandemic, compared to 22% who reported feeling the same or less connected to their colleagues.

Of those who reported working at companies that foster a connected culture, 34% say they're more productive working from home. By contrast, among those whose employers do not foster a connected culture, only 15% say they were more productive working from home.

Employees at companies that promote a connected culture cite better physical (58%) and emotional well-being (55%) than employees of companies that do not promote a connected culture (50% and 48%, respectively).
Employees referenced several company actions that helped them feel more connected. The most common actions cited by employees include: frequent employee communication (50%), enhanced collaboration tools (26%), virtual happy hours (24%), peer chats (22%), and group video games (15%).

"While many companies have endured the pandemic admirably, the nerves of the collective global workforce have begun to fray. This study confirms what we suspected: connecting individuals with each other leads to better emotional well-being and productivity," said corporate innovation expert Jeremiah Owyang, who is also a co-founder of Kaleido Insights. "Our research uncovered some groups that are not thriving in this remote work environment as well. These findings are useful in shining a light on potential blindspots for some organizations. Beyond establishing a connected culture, employers need to recognize the gaps and take steps to ensure all their employees feel supported and productive."

The Connected Culture Report also revealed a number of other impacts stemming from the shift to remote work.

The shift has not leveled the playing field for women.

Differences between men and women in the workplace have carried over to remote working during the pandemic, with men reportedly handling remote work better than women during the pandemic.

58% of men, compared to 48% of women, said their mental health is good or better than before the shift to remote work.

Group work, defined as any task performed as part of a team, was the least productive task for women, with 46% saying they struggled with it, compared to 37% of men.

Group work is a struggle for many working remotely during the pandemic.

Nearly half of all employees (41%) have struggled more with group work than other types of work tasks, including customer interaction (28%), information gathering (18%), and task execution (14%).
Those who struggled most with group work were: women, non-caretakers, those less connected to colleagues, those whose companies aren’t encouraging connections, and those who did not previously work remotely.

Caretakers reported a better sense of well-being and productivity during the new remote work environment, despite more household interruptions.

Caretakers reported higher levels of well-being (57%) and productivity (35%) than non-caretakers (51% and 24%, respectively).
32% of caretakers felt more connected to their teams in a remote work environment than their non-caretaker counterparts.

A new, well-rounded "remote champion" has emerged amid the shift to global remote work. "Remote champions" are defined as those who have been more resilient during this pandemic and scored high marks across productivity, physical and emotional health, and feelings of connection with others.

According to the Connected Culture Report, nearly one in ten (8.6 percent) workers reported feeling more productive, physically active, emotionally well, and more connected to colleagues during the shift to remote work. For many "remote champions," the connected thread is a commitment by their company to facilitating frequent connections with peers.

"The results of this study are so meaningful in the way they show concrete steps any business can take towards adopting a connected culture. It is what employees want," said Anand Eswaran, president and chief operating officer, RingCentral. "Our company is founded on the power of connecting people. The study validates our belief that harnessing that power leads to a productive and engaged remote workforce, as well as the hybrid workforce we anticipate in the future."

#contactcenterworld, @ringcentral

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Today's Tip of the Day - Repeat Calls

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

Published: Wednesday, November 18, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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