Now that we are in few months into 2022, it is a useful time to reflect on business trends for the rest of the year. Some developments are already apparent, such as the persistence of remote working even in locations where restrictions have been eased.
Other trends are harder to predict, but it is important for businesses to prepare for what is ahead. These are our insights into what we are expecting to see over the rest of 2022.
The persistence of remote working
Remote working grew significantly for the last couple of years, as restrictions on movement forced workers worldwide to do their jobs from home. This in turn led to increased demand for cloud communication platforms and unified communications (UC) features like videoconferencing.
What is clear now is that this was not a short-lived trend, but a permanent shift. More and more workers are expecting the option of hybrid or remote working, and organizations are responding to the demand. This is just as true in regions where coronavirus restrictions are loosening, such as most of Europe.
It will be increasingly important for businesses to offer this option, and to have the appropriate infrastructure to remain productive. The iPECS ONE UC solution makes collaboration easy between remote and on-premises workers. Users can communicate by video, voice and instant messaging from a single platform. Better yet, thanks to WebRTC technology, users can access the full iPECS ONE suite through a web browser, with no software or downloads required.
More focus on employee retention
The ‘Great Resignation’ was one of the themes of 2021. Across the world, from North America to Europe and Asia, millions of workers reassessed their aspirations and voluntarily quit jobs in search of new work. Global polling indicates that even larger numbers are considering resigning in search of better conditions and greater job satisfaction.
The result is that businesses will have to be more competitive in the jobs market, offering new incentives to attract and retain employees. This is a dilemma, especially at a time when energy costs are rising and inflation is high in many parts of the world, making extra spending harder to justify.
One solution for business is to embrace a more flexible working culture, allowing remote and hybrid working to increase employee satisfaction. With a UC tool like Ericsson-LG Enterprise’s iPECS ONE, this will not compromise but boost productivity, because it enhances collaboration across multiple locations.
The growth of 5G and Wi-Fi 6
5G and Wi-Fi 6 are already established in many regions, and roll-out is continuing across the world, with many new locations expected to have access by end of year. It is a sign that the digital revolution is accelerating and irreversible. What 5G and Wi-Fi 6 offer is simple but profound – faster speeds, stabler connections, and greater bandwidth.
This will open up more possibilities across multiple sectors, as the reliability and speed of online activity will reach greater heights. Businesses should exploit the opportunities this offers and embrace more IP-based solutions. Voice and video calls are already clearer and more reliable, and will only get more so as organizations gain access to better internet speeds. Our iPECS ONE platform offers all this and more.
Subscription models are already well-established in sectors like software and personal entertainment, where streaming services have transformed the market. But we are also seeing the adoption of subscription models in other sectors, from food to personal vehicles.
This has benefits for both consumers and businesses. Subscribers reduce upfront costs and can change suppliers with more flexibility, while businesses gain regular income instead of relying on a constant drive for new one-time sales. It is worthwhile for any business to consider offering a subscription model, but it also demands a new approach to customer service. Business must focus on maintaining ongoing relationships with customers, to prevent churn and build loyalty.
All iPECS Cloud solutions integrate with major CRMs, empowering customer service by connecting it to your UC infrastructure. When customers call, their name, number and any notes will be visible, allowing a more efficient and personalized service. It is also possible to offer multi-channel communication to customers, such as instant messaging, enabling a service that caters to customers’ preferences.
Remote monitoring and analytics
Remote working is now established practice in a growing number of sectors. In some parts of the world, this is in part due to ongoing COVID-19 restrictions. But it also remains established in places where restrictions have eased, which demonstrates that it is here to stay. This presents a dilemma for managers in charge of teams working in multiple locations. Without the right tools, how can you know who needs more support or whether projects are on schedule?
The solution is remote monitoring and analytics. Through iPECS, businesses can access multiple tools to monitor workflows and manage resources accordingly. This includes an analytics suite offering rich insights into call statistics and KPIs for all employees, including remote workers. Reports can be customized easily, and sent automatically in a range of file formats. This is accessible on any device, meaning that managers can optimize their service from any location. In turn, this allows businesses to maintain the highest standards of productivity, wherever they work.
The rest of the year should be challenging and exciting for business. Many costs are rising, work patterns are changing, and uncertainty over COVID-19 remains, but technological change is showing a way forward. At Ericsson-LG Enterprise, we are proud to be able to help thousands of businesses worldwide through these uncertain times.
iPECS ONE and our range of business solutions empower organizations to meet the challenges of our times and thrive. Remote collaboration becomes easy, and just as productive as in-person work. Advanced monitoring and analytics tools allow businesses to manage resources and service levels with ease, while CRM integration ensures that industry-specific needs are met.
If you would like to find out more about our iPECS Cloud solution, speak to your nearest Ericsson-LG Enterprise Global Partner.