Metrigy Blog

Work from home is attractive to some, but not all. Here are some tips to create a work strategy that offers flexibility to support different desires. In my recent client conversations, work from home (WFH) is the primary topic, along with if, or how, a return...

There are no shortages of application options -- and, with them, technology costs -- in the contact center. But the key focus for any spending should be to improve the customer experience.There are a variety of contact center technology options, including contact center software, customer...

The coronavirus pandemic of 2020 has resulted in unprecedented changes in where and how people work.  Nemertes’ recent Visual Communications and Collaboration 2020-21 global study of more than 525 organizations found that 91% now support work-from-home, up from 63% prior to the pandemic.  Of the...

UC management needs have dramatically shifted as employees have moved from the office to the home, but core requirements remain.  To ensure availability and performance, as well as to measure utilization and business impact of UC investment, IT and business leaders must focus on the...

Despite the widespread adoption of mobile unified communications applications over the last several years, the true promise of using UC on mobile devices to generate gains in productivity, revenue, and to achieve cost savings often remains unfulfilled. Nemertes Research’s 2020 global study of more than 525...

When the COVID-19 pandemic caused work-from-home orders around the world, IT leaders and their teams acquired mounting responsibility to ensure millions of home workers have the hardware, apps and secure, high-performance connectivity they need to do their jobs.But in order to do that effectively, CIOs...

Even before the Covid-19 pandemic went global in the first quarter of 2020, organizations were already rapidly moving their unified communications applications, including calling, messaging, and meetings, to the cloud. Nemertes Research’s 2020 Cost Benefit Analysis: Workplace Collaboration and Contact Center global study of approximately...

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 been moving infrastructure and applications to the cloud for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact center...

With more than 91% of organizations now supporting work-from-home, and an astounding 72% of employees now working remotely, video conferencing has become an integral part of supporting the virtual workplace. According to Nemertes’ Visual Communications and Collaboration: 2020-21 Research Study, more than 91% of participating...

Organizations are dropping their audio conferencing services in favor of video meeting platforms as they consolidate overlapping features and seek integrated communications. The modern workplace, especially during the pandemic, is increasingly built around collaboration tools, such as meeting applications that integrate voice, video conferencing and screen...

Reducing the risk of bringing workers back into the office requires thoughtful use of technology and policy. As the rush to enable work-from-home (WFH) subsides, IT, facilities, and HR professionals are now starting to think about the future; specifically, they’re questioning how they bring people back...