As companies learn the lessons of 2020 and start to rethink their long-term plans, it’s increasingly evident that hybrid workplaces consisting of both remote and on-site workers are going to be a key aspect of the “new normal.” This is an opportunity for managed service providers because a hybrid work environment requires high-quality hosted services – especially collaboration technologies.
Even in a tumultuous year for commerce, one fact is undeniable: the ability to deliver a superior customer experience (CX) is essential to any business that wants to thrive – or even survive – in the new normal. And that means contact center solutions are more important to businesses – and the channel partners that provide them – than ever before.
As businesses continue to grapple with the ramifications of COVID-19 – including social distancing mandates and work-from-home life – video collaboration solutions have emerged as the go-to technology to help address these challenges.
As remote work grows more prevalent and more long-term, businesses need to find ways to ensure essential data and voice services remain high quality and consistent. Software-defined wide area networking (SD-WAN) solutions can help and are quickly becoming essential for businesses adapting to 2020’s remote workforce. This trend presents a tremendous opportunity for MSPs offering SD-WAN solutions to their customers.
Hastened by the remote-work requirements brought on by COVID-19, many companies have made the transition into a digitally-oriented business model – presenting a real opportunity for channel partners offering cloud-based unified communications solutions.
Because of social distancing and work-from-home mandates, videoconferencing has seen a growth period like few other communications have since the advent of voice over internet protocol (VoIP). In any crisis, malicious actors eagerly take advantage of potential security breaches, and today’s pandemic is no exception.
We’re all looking for ways to streamline our work – especially when it comes to the repetitive parts of our jobs. Luckily for customers, unified communications and business automation solutions can drive serious efficiency in companies of all sizes. The benefits shouldn’t stop at the customer: an effective UCaaS offering should provide new opportunities for efficiency for the channel partner as well.
Well-trained contact center agents are a cornerstone of quality customer service. But how can businesses ensure agents have the right skills to address customer needs when call centers are notorious for their high turnover rates? The answer comes down to having the right contact center solutions and workforce management (WFM) tools in place to provide real-time support for employees.
One of the most practical ways to sell a customer on a solution is to make them understand its return on investment (ROI). Luckily, when it comes to unified communications as a service (UCaaS), there’s no shortage of benefits to point to and ways this solution can pay for itself.
We all know technology is complex, and keeping up with innovation is a challenge. But for cloud service providers (CSPs), staying ahead of the curve while also managing the sales process can be a costly challenge. Luckily, effective cloud-based sales enablement solutions can help.
These tools automate essential elements of the sales process such as initiating and managing demand generation campaigns, distributing issue-oriented content, and delivering brandable sales collateral. This takes the burden off of channel partners so they can focus on what matters: pursuing qualified leads, closing deals, and adding revenue to their bottom line.
Running a contact center is never easy, especially when you factor in the rapid shift to remote teams brought on by COVID-19. Where managers once trained and supported agents by walking the floor and observing staff, now they’re limited to what they can see onscreen, which often translates to clunky external spreadsheets and costly, “bolted-on” third-party solutions. Thankfully, there’s a solution that can help managers address this challenge: cloud-based contact center workforce management solutions.
Though stay-at-home orders are beginning to lift, many employees are still working from home long-term, which can be taxing on company culture. Cloud communications can combat some of the disadvantages teams are facing when it comes to collaboration, cohesiveness, and employee engagement.