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The Transformed Workplace

Author: Robin Gareiss, President and Founder

The quality, ease of use, and extensibility of collaboration capabilities have made their mark on employee workspaces following the Covid-19 global pandemic. Many organizations that would have otherwise not enabled employees to work from home were forced to do just that. And in doing so, they were pleasantly surprised at how well the applications performed from home Internet access.

That’s not to say the experience has been all smooth sailing. Companies have experienced challenges, such as managing remote workers, and problems with connectivity and video quality.

Nonetheless, more than 70% of companies plan to continue their work-from-home strategies, for knowledge workers at large, as well as contact center agents. With this shift come changes in the IT budget and technology priorities. Companies are planning to spend more on work-from-home technologies, including video conferencing, Internet connectivity, collaboration tools, and more, even if other parts of the IT budget will be cut.


Table of Contents
  • Executive Summary
  • Drastic Workplace Shift – March 2020
    • Challenges With the Move to Home Offices
    • Contact Center Challenges
  • Now What? The Workplace Moving Forward
  • Technology Spending and Priority Changes
    • Spending Changes 2020-2021
  • Equipping the Home Office
    • Equipment Provided for Home Offices
    • IT Services Provided to Home Workers
  • Conclusion


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