Partner content: Why investing in modern audio and videoconferencing continues to empower hybrid work
Nowadays, very few organisations operate entirely in the office, meaning the majority of people build relationships virtually.
Despite the rapid adoption of hybrid working since the onset of the COVID-19 pandemic three years ago, businesses are still facing technology-related issues when keeping users connected, engaged, and included.
Previous CRN research finds that 86 per cent of organisations are operating a hybrid working model, and yet just a quarter are ‘very confident' they are providing communication processes that are adaptable to their user needs.
Businesses and their employees continue to be confronted with the challenge of navigating remote work, office-based environments, and everything in between. The use of out-dated equipment and low-quality audio or visual processes all point towards organisations that are tolerating hybrid working instead of embracing and being empowered by it.
Furthermore, in the current economic climate, organisations cannot afford for productivity to be hampered by unsuitable equipment.
With this in mind, there is a significant opportunity for those in the channel to provide equipment that meets pervasive customer demands and challenges.
The tools to succeed
Gone are the days where meetings are accessed from one location, at one time. Today, employees expect to contribute to discussions from cafes, on the school run, and other untraditional ‘work' environments.
Equipment purchased before the shift to hybrid working is not always suited to cope with new working environments, and tools purchased during the rush to facilitate hybrid working may not be fit for purpose for long-term use.
Remote working employees struggling to utilise audio or video can't turn to their colleague and ask for technical support, potentially becoming frustrated and alienated. In the same way, low-quality or ineffective equipment will prevent them from contributing to workplace discussions, having significant downstream impacts to wider organisational efficiency and objectives.
Contact centres also suffer when technology is out-dated and lacks crucial noise-cancelling features. Often, virtual conversations can miss nuances from in-person interactions, for example, hesitations or interruptions, but modern technology can overcome these hurdles. Superior microphones for clearer calls and tone analysis during calls can significantly aid clarity in noisy environments and boost customer/agent morale.
Videoconferencing processes that are not intuitive, seamless, or to a high standard can be detrimental to user experience and morale. So, it is important to regularly assess and update audio and video equipment. This is because technology must meet the new ways of working as well as the changing needs of organisations. Ensuring equipment is easy to manage and set up within differing meeting rooms or collaboration spaces, requires consistent evaluation.
After all, how users interact with their work tasks and organisation's culture is directly impacted by their ability to be in touch with their colleagues. Enabling everyone to contribute, fit into the picture, and be seen necessitates modern technology.
The opportunity for the channel
Employees that are regularly on the move want wireless equipment, tools that can be folded, light devices, and setups that blend the office and home . For example, headsets and speakerphones as well as compact, portable video conferencing cameras.
Changing working habits will continue to be a challenge for organisations operating with legacy tools. They'll be looking to those in the channel partnering with modern technology suppliers.
Partners must not only fulfil the demand for equipment but further demonstrate they have the insights and understanding of the environments customers are grappling with day to day.
Nigel Dunn, Jabra MD EMEA North, spoke to CRN about the demand to facilitate hybrid and collaborative working. "It has been a challenge for resellers to understand the dynamics of changing working habits. To help, we undertook extensive research into the behaviours and preferences of employees, and the impact of autonomy on well-being and job satisfaction."
Investing in intelligent, flexible, easy-to-use tools, informed by user research, is paramount for partners wanting to champion hybrid working.
Intelligent video solutions with powerful AI technology, such as Jabra's PanaCast 50 Video Bar System, allow organisations to trust that they are enabling ‘meeting equity' for their workforce, which means taking steps to ensure employees are having positive meeting experiences and have equal chances to contribute regardless of where they are located.
Video conferencing cameras with features that move the frame and focus on whoever is speaking, or amplify specific participants who are speaking, help enable user involvement, confidence and engagement. Ultimately, the onus is on the setup to support interactions - not the user.
For contact centre conversations, intelligent sentiment analysis greatly enhances customer and agent experience. Real-time feedback based on human tone of voice with software like Jabra Engage AI, significantly improves customer satisfaction, reduces call length, and saves on costs. Agents can access metrics related to customer experience alongside live coaching designed to help them adjust their approach. Further, skill development and performance evaluation is simplified when feedback is instantly calculated.
"We will continue to innovate across all sectors with new productivity-enhancing products and opportunities for partners to support organisations' digital transition," Nigel Dunn.
Jabra's new Evolve2 65 Flex exemplifies this. Portable, comfortable headsets with fold-and-go and collapsible hinged headband features, designed with the hybrid working user in mind.
The demand for straightforward videoconferencing technology embedded with intelligent, responsive features is evident. Hybrid working is the new norm, and organisations failing to equip their workforce with products built for collaboration will fall behind. Channel partners with access to demonstrable insights in this space will be the authority.
This article was sponsored by Jabra. To find out more about Jabra's new Evolve2 headsets, Jabra PanaCast videoconferencing solutions, and the opportunity for your business, visit www.jabra.co.uk