One of the most compelling arguments for bringing employees back to the office is the effect that working from home can have on productivity.
Although this has largely been debunked, businesses’ concerns about how employees are working and the knock on effect on customer experience are valid, especially when it comes to customer service agents.
Not being able to guarantee the quality of internet connection or the hardware used may be disconcerting for businesses. However Iain Sinnott, Sales and Marketing director, VanillaIP, says that the move to hybrid working through cloud environments will kick start a new wave of customer experience sales.
“Customer experience (CX) was becoming an increasingly interesting subject just as Covid struck, then for the following 18 months that subject was dwarfed,” said Sinnott. “First, by the emergency move to remote working and latterly by a more focused review of hybrid working and the tools that support it like Webex, Teams and Zoom.
“2022 is likely to see a double focus in the CX space, especially for the Cloud Communications community, as more commercial models make the permanent move from capital sale to recurring revenue. For some, this will sound like a history lesson, but a good percentage of sales in 2019 and 2020 were based on a fixed 3, 5 or even 7-year terms with rigid product bundles and desktop hardware by default. The mass adoption of voice, meeting and collaboration tools using soft clients, webcams and audio devices offer a true cloud, on demand solution set that can start to command the market.”
Deeper Appreciation
With the change in environment employees will almost certainly be working in, Sinnott predicted an increase in appreciation for CX solutions from resellers as a driving force for more revenue.
He added, “As resellers continue to offer recurring revenue-based solutions they will also develop a deeper appreciation of just how important the CX toolkit we supply to those customers is to drive ROI for them as well as revenue and margin for their own business.
