Since the COVID-19 pandemic, the contact center has acted as a conduit enabling organizations to maintain communication with customers – and unsurprisingly, the quality of these interactions is more important than ever. The intensified focus on customer experience means that service levels need to increase.
The idea of flexible work has become a competitive advantage in business. This flexibility facilitates employee mobility, supported by technology. Now, it’s likely that most of your workforce must be mobile. It starts with finding the right technology, specifically a unified communications as a service (UCaaS) platform.
Why mobility coupled with Unified Communications (UC) in the workplace is becoming increasingly important. Many industries, including healthcare, retail, manufacturing and hospitality, have mobile workers moving throughout the enterprise daily versus sitting at their desks, and they need collaboration tools that are available wherever they may go. By 2020, it is projected that 1.75 [...]