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Technology

Leveraging solutions that work seamlessly with employees’ needs.

Technology with a single-minded purpose: A more human way to work

Technology was meant to enable us, not hinder us. Unfortunately, the latter is often the case: a remote employee chasing a call, conversations dropping out and resurfacing, and high-pitched sounds coming out of nowhere. This can create inefficiencies, waste time, cause frustration, and add costs. With the Smarter Working approach, systems are integrated with the way people work to promote productivity.

Today, technology is playing an increasingly purposeful, and more intuitive role in the way employees work—with flexible tools that serve people first. Moving with us comfortably and seamlessly, technology can act almost as an extension of ourselves. It feels natural and fits the individual needs of employees. The end result? Tools that are more effective, allowing people to achieve greater results.

Technology as the great enabler, today and tomorrow

Technology today can offer deep insight into business calls through conversation, usage, and acoustics analysis. This data can help organizations improve their performance, providing knowledge that can be turned into greater insight and profitability. In the not-so-distant future, technology will focus on much more than voice or conversation. It will be seamlessly connected to the user’s every device, movement, and activity, sensing the next task at hand and responding to it. When approached mindfully, new technologies will continue to bring people closer together, help them work smarter, and make the overall business more intelligent than ever.

When people feel that their systems have been designed with them in mind, they get a greater sense of personal control. Thus, they’re far more engaged and invested in their work. That’s good for business.

39-percent

There's room for improvement

39% of employees say they are frustrated with work technology.1

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IT Benefits


Responsive technology and insightful data can help organizations elevate performance, which can translate into better results.

Technology empowers people and powers success

In the end, technology needs to enable employees and promote productivity by being integrated with the way they work. In fact, when people feel that their systems have been designed with them in mind, they get a greater sense of personal control. Thus, they’re far more engaged and invested in their work.2 The people win. The business wins.

When people feel that their systems have been designed with them in mind, they get a greater sense of personal control. Thus, they’re far more engaged and invested in their work. That’s good for business.

Tone of voice is crucial to maintaining and building business

More than ever, we are communicating through a growing variety of communications channels, including online chat, email, and voice. Out of all of them, voice is the preferred mode of communication when people want to make sure the “discussion” is understood by both parties.1

A study in human communication illustrates that when you only hear a person speaking, 87% of what is communicated is a result of that person’s tone of voice.2 This begs the question: What kind of experience are we creating among teams, colleagues, and with clients? Is it warm and human? Do people sound distant, or up close and professional? The highest quality and clarity of voice matters because the subtleties of the discussion can either foster or hinder relationships.

79% of consumers have experienced poor voice quality when speaking with a business; ‘stress’ is the first word most used to describe their feeling about the call, and ‘anger’ is the second.3 These days, a “misunderstanding” can easily make its way onto social media, so it’s important to pay special attention to how the message is being delivered. Additionally, with people working remotely more than ever before, there is a greater demand for seamless voice technology. Company reputations are at stake.

An average of 3 to 8 minutes is wasted on every business call because of poor technology.4

14-percent

14% of employees have heard a toilet flushing in the background of a phone call.4

56-percent

56% of employees have heard side conversations in the background of a phone call.4

A classic study in human communication illustrates that when one can only hear (and not see) a person speaking, 87% of what is communicated is a result of the person’s tone of voice.

  1. DMG Research, 2017.
  2. Albert Merabian and Morton Wiener, “Decoding of Inconsistent Communications,” Journal of Personality and Social Psychology 6 (1967), 109 – 114.
  3. How to Pinpoint Call-Quality Issues in Office Phone Systems,” http://hello-operator.softwareadvice.com/pinpoint-call-quality-issues-0214/.
  4. Plantronics Global Meeting Productivity Survey, September 2015.