Business leaders are focusing heavily on improving the customer engagement. But in order to deliver a stellar customer experience, companies must take care of their employees. Doing so requires a defined strategy and roadmap for the technologies that will help them succeed. Nemertes has identified the...
Like many industry watchers, I expected to see IT budgets plummet from the financial effects of the COVID-19 pandemic. Though there are changes to IT spending, they aren’t as bleak as they could be — driven in large part by the need to equip home...
Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Organizations have no shortage of options when they want to analyze CX. Companies gather voice of the customer data and monitor...
The silver lining of the COVID-19 quarantine orders might be a crash course in the appreciation of working remotely – though unplanned, business leaders can’t help but notice the value of this new normal. A whopping 90.6% of companies say they now have employees working from...
Never has video conferencing played a more vital role than it has in the Covid-19 pandemic. As 90.6% of companies sent employees to home offices, and millions of students went home for virtual learning, video has been the key enabling technology. But even before a global...
The Covid-19 global pandemic has drastically affected how people work. Practically overnight, organizations had to move employees and contact center agents to home offices, complete with security, connectivity, and access to apps. ...
So you're considering ramping up video conferencing, with providers like Cisco, Poly, Zoom, and others. Such a move can be truly transformational for more than just internal employee collaboration. Join this webinar to learn what real-world, measurable benefits companies have documented using video....
B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Video conferencing adoption is an increasing trend in both personal and professional lives. And as people grow more comfortable with video calls,...
Team collaboration applications aren’t just for chat. Nemertes’ “Workplace Collaboration: 2019-20 Research Study” of more than 625 organizations in North America, Europe and Asia, found that almost 64% of participants were using or already planning to use team collaboration applications, while another 14.6% are...
Picking the right video streaming solution for your organization requires careful consideration of myriad questions: How do I capture video? How do I manage video assets? How do I ensure high quality distribution across my network? In today’s market, individual solutions exist for all of these...
In my previous blog I discussed the five components of a successful video governance strategy: Assessment, Access, Encryption, Approval, and Retention. I discussed best practices for addressing each of these areas, but didn’t address the “how.” How you enforce security, governance, and retention policies requires a critical...
Organizations are increasingly using video to communicate and collaborate. Whether it’s streaming of live broadcasts like executive town halls, training, or other content, or recording of meetings for later playback, IT leaders are diligently working to meet rising demand for video streaming. But in doing...