This article is condensed and originally appeared on The Fast Mode.
Distributed workforce. Hybrid collaboration tools. Flexible work models. These phrases are increasingly being used to describe the state of today’s workplace. As the workplace continues to shift and new ways of working become more permanent, employees continue to show they prefer the flexibility and independence of working remotely. In response, companies are changing jobs from being in-person to virtual and seeking software systems to support remote and hybrid workers and keep them connected.
Larger enterprises with numerous departments can fall victim to communications silos if members of the organization have researched and purchased their own software tools to meet immediate needs during the initial transition to remote work. In fact, research has shown that ineffective communication among team members is a significant hurdle to collaboration and customer service. For example, 54% of organizations report their customer experience operations are managed in silos. Moreover, only 33% of customer experience professionals say they can actively communicate and collaborate across teams to drive improved CX. Such silos benefit no one and hinder sharing of information, collaboration, productivity and customer support, ultimately leading to increased costs for the company.
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