The Now of Work: Supporting a Thriving Business in Tumultuous Times Hybrid Work: Flexible and Growth-Oriented Remote Work

The Future Now of Work

Remember the bright beautiful world of tomorrow from cartoons and movies? People could do everything on one big video screen: Run a business, work, shop, go to school, even hang out with their friends. All from the comfort of home! We envied and worked towards that future—but then we were suddenly forced into actually living life on a screen, and it wasn’t quite all we had imagined. For every benefit of remote work and distance learning, there have been drawbacks. It’s been a learning process for workers and leaders alike. Now that we're past the initial shock and scramble of adjusting to a post-pandemic landscape, it's time to evaluate what's working and plan to thrive, not just survive. Whatever comes next, it's clear that hybrid workforces and virtual contact centers will play a major role in the future of business. The challenge is to strike a balance between business survival and scalable growth, privacy and accountability, security and collaboration, structure and flexibility. Fortunately, as the definition of work continues to evolve, communications services and technology are advancing. Businesses that can combine the right tech with the right processes and skillsets will be well-equipped to lead the pack. In this guide, we’ll explore the challenges and opportunities in the now of work, with advice from analysts and practitioners in the field.

What will be the next disruption that affects your business? From trade wars to weather events, there’s always something ready to throw a wrench in your quarterly strategy. The goal, then, is not just planning for a few specific contingencies. It’s to foster resilience that will keep your business moving no matter what happens next.

Flexibility & Growth

Expert Tips to Promote Flexibility and Encourage Growth

Motivational Speaker, Consultant, and Author of How to Get Unstuck

Barry Moltz

CEO and Co-Founder, CareerGig

Greg Kihlström

Industry Analyst and Host, CXOTALK

Michael Krigsman

Invest in Technology to Support Hybrid Work

"Be prepared to invest in business tools and processes that can build a profitable business and an engaged company culture online. This should include business cloud applications that are available everywhere and a focus on effective online communications tools. Companies need to focus on chat rooms and videoconferencing applications for internal team members. Leaders also must be able to check in with staff members using these tools daily since they will not “see them” in an office environment naturally."

Companies need to focus on chat rooms and videoconferencing applications for internal team members.”

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CEO and Co-Founder, CareerGig

Greg Kihlström

Motivational Speaker, Consultant, and Author of How to Get Unstuck

Barry Moltz

Technology works best when we allow it to help us do things in new and efficient ways, not simply recreate the way things are done in real life.”

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"The important thing to remember is that technology works best when we allow it to help us do things in new and more efficient ways, not simply recreate the way things are done in real life. For instance, a lot of the "Zoom fatigue" that people are feeling is because the most natural reaction to a loss of face-to-face meetings in the office was to try to recreate them over video chat. While videoconferencing can be effective in moderation, what companies should embrace is to utilize technology to make things even quicker and easier. For instance, it can be dramatically quicker to have a quick text chat than to assemble everyone in a videoconference, waiting for the inevitable straggler or two. In this way, a technology that allows asynchronous, or non-real-time, communications – like chats and messaging apps – actually allow some work to get done more quickly."

Adopt New Processes to Take Full Advantage of New Technology

Industry Analyst and Host, CXOTALK

Make it easy for your customers to connect and be sure to make them feel comfortable and supported. Simplicity is essential.”

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"To state the obvious, work from home means less face-to-face contact with customers. For many companies, meeting and greeting customers is foundational to sales, customer service, and ongoing relationships. If your business relies on in-person meetings, then you must change and adapt at once. Offer every customer the opportunity for chat, phone call or a video meeting to ensure that they can connect in their preferred way. Make it easy for your customers to connect and be sure to make them feel comfortable and supported. Simplicity is essential. For call centers and customer support, pay double attention to training your associates. Make sure they understand your product and the technology enabling them to take calls at home. If your call center agents are new, perhaps pulled from other parts of the business, encourage them to be honest with customers when things don’t go well. Agents can thank unhappy callers for being patient and apologize for the difficult situation we all face together. Ultimately, customer experience means relationship building. Communicate clearly, always be empathetic, and let customers know you care deeply about them. Those attributes are universally respected, and your customers will respond in kind."

Train Remote Workers to Provide Exceptional Virtual Customer Experience

Learn More About Our Remote Working Solutions

Collaboration and communication are the lifeblood of modern business—it’s all about breaking down silos and working together across departments. This new style of working together was a tall order before the pandemic hit, and it’s more challenging with a remote workforce. What’s more, workers are more engaged when they feel connected to each other and to the organization. Those who feel they’re toiling away in isolation are less likely to stay focused, productive and happy. Businesses need to provide the tools that remote and hybrid workers need to communicate and collaborate. Beyond the technology, though, businesses need to implement the training and culture-building to make sure these tools are properly used. Maintaining a connected, efficient and engaged hybrid workforce requires ongoing support from management.

Collaboration & Connection

The main attraction of the big bright beautiful world of tomorrow is that it’s always just ahead of us; tomorrow will always contain the promise of a different future. As we live in the present reality of remote and hybrid work, we can continue to plan and shape what comes next. Offering a superior remote work experience will help businesses retain their talent, saving the cost of training new employees and converting turnover into stability. What’s more, these businesses will be better positioned to attract new talent, with employee experience as a differentiator. The flexibility and autonomy of remote work, combined with a culture of collaboration and connection, will be an unbeatable combo for whatever tomorrow holds. At Mitel, we make it our business to power meaningful connections—we can help keep your business and employees thriving with reliable, scalable, and secure communications.

It’s Possible to Thrive in Tumultuous Times

Thrive now with remote working solutions

Supporting a Thriving Business in Tumultuous Times

Flexibility & Growth

Collaboration & Connection

Security & Compliance

Michael Krigsman

Founding Partner & Senior Analyst, Futurum Research + Analysis

Shelly Kramer

Data security and compliance must be at the forefront of solution consideration, combined with ease of use, scalability and flexibility.”

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Make Security and Compliance Primary Considerations for Tech Solutions

Founding Partner & Senior Analyst, Futurum Research + Analysis

Shelly Kramer

Founder & CEO Freigeist Capital

Frank Thelen

Now more than ever, I suggest getting used to the idea of digitizing processes. Regardless of the current situation, the future of any industry is digital.”

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"I’m a big fan of cloud services and efficient collaboration tools. At Freigeist, we use the Google Suite as well as tools like Pipedrive, Todoist and Pitch, which allows us to edit documents simultaneously in real time from anywhere in the world. Our portfolio companies are located all over Europe, and we try to keep our business-related travels to a minimum. Now more than ever, I suggest getting used to the idea of digitizing processes. Regardless of the current situation, the future of any industry is digital. Soon, we will have access to new services based on technologies like artificial intelligence and big data analytics, and companies who have digitized by then, will have great advantages."

Digitize Processes to Keep Your Workforce Connected

Founder & CEO Freigeist Capital

Frank Thelen

Best-Selling Author, Futurist and Keynote Speaker

Jacob Morgan

Make sure that leaders continue to focus on putting people first. For example, don’t start meetings by saying, ‘how are the sales figures?’ but instead say, ‘how are you doing? How is your family?’”

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"Perhaps one of the greatest current challenges for financial services is around leading, inspiring, motivating, and engaging remote teams. Even post COVID-19, the workforce will be far more dynamic and flexible. That means more time spent on virtual interactions. There are a few things that leaders need to pay attention to: First, make sure that leaders continue to focus on putting people first. For example, don't start meetings by saying "how are the sales figures?" but instead say, "how are you doing? how is your family?" Second, leaders need to embrace vulnerability and humility since we are all being brought into each other's homes as a result of the pandemic, and other crises. Third, invest in having the right technologies in place, especially when it comes to audio and video. As a leader, you can't inspire and motivate your teams if they can't see you and hear you properly! These are three great and effective starting points."

Put People First to Inspire and Motivate Financial Services Workers

Best-Selling Author, Futurist and Keynote Speaker

Jacob Morgan

Expert Suggestions on Keeping Remote Work Secure & Compliant

Co-Founder and Partner, SMB Group, Inc.

Laurie McCabe

Examine how you need to digitize your business processes so that employees can do their job anytime, anywhere.”

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For what purposes is it important for employees to be in the office? How can office space be designed to accommodate these activities? What do employees and managers need to work collaboratively and productively, to track progress and performance?

Formulate a Strategy for the Hybrid Future of Work

Co-Founder and Partner, SMB Group, Inc.

Laurie McCabe

Regulated industries like healthcare, government and financial services have additional challenges when it comes to remote work. They must not only keep remote workers engaged, but also comply with security and privacy guidelines, all without stifling innovation or throttling productivity. One key element of ensuring security and compliance in a hybrid workforce is streamlining communications. If your employees use multiple different platforms for videoconferencing, several collaboration solutions, and a host of chat apps, they’re creating more points of vulnerability. An integrated solution with built-in security features can help maintain compliance and facilitate collaboration.

Security & Compliance

Business infrastructure should be equipped to handle remote work at scale, including secure connectivity and device options for employees.

Scaling Hybrid and Remote Solutions

Ensure your remote employees are as connected and supported as in-office staff. Employees should be able to switch from in-office to remote seamlessly as circumstances demand.

Creating a Hybrid Workforce

Every business is now an online business. Customers who might usually have preferred face-to-face interactions will be interacting with your brand online, so it’s crucial that they have a positive, seamless, exceptional experience.

Winning the Virtual Customer Experience Battleground

Businesses need to develop robust remote contact center abilities, in order to ensure that remote workers can provide the same amazing experience they could in an office setting.

Empowering Employees to Provide Virtual Customer Experience

"Today more than ever businesses are not only expected to be always on, but they must also be but a heartbeat away from customers (or prospects). With a rapid pivot caused by a global pandemic, organizations are also having to rethink everything about internal communications and collaboration as part of their overarching business strategies. That's why collaboration solutions, whether it's videoconferencing, phone systems, or messaging systems, have moved to center stage. When it comes to staying connected to and serving customers, best-in-class organizations need to turn to best-in-class solutions. That means data security and compliance must be at the forefront of solution (and vendor) consideration, combined with ease of use, scalability, and flexibility, which are primary considerations for driving internal adoption. Technology alone is never the answer — technology solutions that check all the right boxes when it comes to solving business challenges and which employees love using — that’s what personifies today’s best-in-class solutions."

Flexibility & Growth

Collaboration & Connection

Security & Compliance

Flexibility & Growth

Collaboration & Connection

Security & Compliance

Author, The Ultimate Online Customer Service Guide

Marsha Collier

Keep in mind that customers are more emotional these days and may become frustrated by small issues. Be where they are!"

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"Before introducing technology into your customer service stream, be sure that your processes and people are aligned to manage relationships online. Keep your CRM software up to date. When deciding on technologies like a chat bot, be sure you have integrated an AI that addresses common problems your customers face so they don't get frustrated while responding. Then, use intelligent routing so that when the call is routed it is sent to the agent that best fits the query. Keep in mind that customers are more emotional these days and may become frustrated by small issues. Be where they are! Customer service needs to be outbound as well as inbound. A solidified contact center should include a social media team with direct connections to all related departments. Make social media an arm of your center, you'll be surprised at how efficient it can be. Just be sure to man the accounts during posted hours and respond quickly, even if you can't address their problem immediately."

Practice Inbound and Outbound Customer Service Across Channels

Author, The Ultimate Online Customer Service Guide

Marsha Collier

Author, The Art of Working Remotely

Scott Dawson

The next step is for organisations to focus on achieving a unified communications platform to support both customer and employee alike.”

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"Communication and collaboration don't happen by accident. You have to provide the tools and guidance for discourse. For tools, make sure you have platforms that encourage asynchronous communications. It's key that communications persist so participants can jump in when it makes sense for them. Then, as guidance, set the stage for collaboration. You might focus on having subgroups work in smaller committees toward discrete goals. You might provide venues for casual interaction, not focused on work deliverables. You might start meetings with free-flowing conversation intended to connect the team's members. With these expectation-setting steps, you'll likely find your team fostering closer connections."

Set Expectations for Connection and Camaraderie

Author, The Art of Working Remotely

Scott Dawson

Emergent Technology CTO and Global Strategic Advisor

Sally Eaves

Examine how you need to digitize your business processes so that employees can do their job anytime, anywhere.”

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"To optimise and scale our evolving way of working, whilst negating the issue of ‘digital fatigue’, I believe the next step is for organisations to focus on achieving a unified communications platform to support both customer and employee alike. This is about moving beyond consistency of connection to seamlessness of connection and integration of these tools into business applications—alongside opportunities for rich engagement and achieving quality intuitive experiences. Cloud communications are the critical enabler for this, supported by flexible options across private, public and hybrid cloud that can scale as you do, providing both cost efficiency and agility to change, whilst fostering productivity, innovation and enhanced CX. In 2021, alongside a continued acceleration in cloud migration, I also think we will see strides in making self-service technology more natural using AI and an increasing customisation in next-gen apps to empower both customer and employees experiences. Additionally, powered by advances in 5G deployment, I anticipate a rise in more immersive workspace environments with AR/VR coming of age—this holds tangible promise for moving beyond digital fatigue to digital closeness, the very essence of human-tech partnership."

A Unified Communications Platform Serves Employees and Customers Alike

Emergent Technology CTO and Global Strategic Advisor

Sally Eaves

CCXP - Founding Principal, Practical CX

Stephanie Thum

Don’t overlook the connection between your employees, their feelings of team trust, and revenue acceleration. What employees feel, customers feel.”

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"Virtual teams are no longer an “exotic” phenomenon. Collaborative tech that helps your employees to connect with one another, and with the company’s clients, can help your business to thrive and accelerate revenue. Meanwhile, don’t overlook the connection between your employees, their feelings of team trust, and revenue acceleration. What employees feel, customers feel. Technology can help you to keep a pulse on the well-being of the people on your virtual teams, while also helping you to stay ahead of the risk of client attrition."

Support Remote Employees to Accelerate Your Business

CCXP - Founding Principal, Practical CX

Stephanie Thum

Founder, SmartHustle.com

Ramon Ray

[Choose] an integrated solution that gives the end user choice in how they might want to huddle or chat or brainstorm.”

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"Real-time collaboration is always best face-to-face and in person. However, when that can't happen, there are many ways it can be done: Videoconferencing enables you to SEE facial expressions and get the best context. Video with a whiteboard feature can help with collaboration, too. In addition, the ability to see when a team member is "available" helps. And many companies find chat can enhance communications, especially for quick answers. What's better than all of these? An integrated solution that gives the end user choice in how they might want to huddle or chat or brainstorm. Energy and excitement can be lost without a real "hand shake"—however the power of a good emoji can convey a lot as well, and ensure context is not lost in non-verbal communication!"

Use Multiple Solutions to Facilitate Collaboration

Founder, SmartHustle.com

Ramon Ray

Customer Service and Experience Expert

Shep Hyken

It can be hard to build trust while distanced, so look for ways to forge personal connections so employees feel engaged.”

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"Building a strong company culture is crucial to the success of every business. Adding a remote workforce, no matter how large or small, adds a level of complexity. Part of the solution is trust, which is foundational to the remote culture—and it must go in both directions. Leaders must trust their employees, and employees must trust managers and organization leaders. It can be hard to build trust while distanced, so look for ways to forge personal connections so employees feel engaged. Hold video meetings on a regular basis, but also make use of asynchronous communication like chat, to avoid video fatigue. This empowers, inspires and keeps employees in alignment to the company vision which, in the end, makes for a better customer experience."

Build a Culture of Connection

Customer Service and Experience Expert

Shep Hyken

Expert Advice on Keeping Employees Connected and Motivated

"The pandemic sparked an en masse shift to work from home. As time has gone on, and policies and regulations have changed, companies are testing different ways to reconfigure the workplace for a combination that could comprise fully remote workers, fully in-office workers, and workers that alternate in a fairly ad hoc way. The next step will be to think about this more strategically, considering:

This starts with how to physically equip employees—from desks and chairs to laptops and monitors, etc. Then, of course, it’s a question of what tools you need to collaborate in a more integrated, less cumbersome way. Then, examine how you need to digitize your business processes so that employees can do their job anytime, anywhere."