Today’s future of work session was truly insightful. We heard from leaders of four major organizations on how they’ve made the transition to remote work. What’s interesting about this group is that each company had already been in the process of transforming their workstyles, workspaces, and workflows for better collaboration and engagement before the economic struggles we are seeing today, and now those efforts have prepared them to pivot their workforce to remote work and carry on with business.
What I found impressive was when we all moved to remote work, because of Broadcom’s move to the cloud they didn’t have to do anything special; there was no impact. In fact, Stanley told me, “By selecting the perfect partner, collaboration was able to scale without Broadcom having to do anything. If my solution was still on-premises, I would have ports problems, circuits problems, and bandwidth problems. Because it was in the cloud everything was able to scale.”
John O’Brien
Because collaboration tools were already intrinsic in their work style, the shift to remote work was rather smooth. As John said, “We were able to pivot, as a company, almost seamlessly. Before we had these tools, we wouldn’t know what to do . . . I couldn’t imagine working in this new shelter in place environment with our old tools.” And, when the time comes to return to work, they are set up to allow more flexibility, “We’ve learned we can do more, effectively, without having to sit in the same room.”
The last piece of their initiative featured a roll-out for Webex Teams on March 2, 2020. With March 12th as their last day in the office, they made the rapid shift not only to remote work but to planning virtual events, without missing a beat. Of special note, Karen shared this response she received from IT leadership about using Webex in these times, “My team had to implement an SAP upgrade in Latin America and had no idea how to do it. But through Webex it was flawless . . . we were able to communicate and work as a team.”
While the current situation accelerated a more creative application of the tools and allowed the team to maintain real-time communication, the obstacles have been minimal. Before we parted, Tony had this praise for his team’s shift to remote work, “Everybody’s doing a great job. It’s been great to watch everybody rise to it and be able to take a crazy, disruptive environment . . . they’ve done better work than I’ve ever seen them do on the show, in a weird way.”
Make sure to tune in tomorrow at 9:00am PDT as we explore the trends driving The Contact Center of the Future.
For more information visit: https://virtualsummit.webex.com/
View on demand: https://futureofwork.webex.com/virtual-summit
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