COVID-19: Latest News & ViewsCOVID-19: Latest News & Views
See our running list of exclusive news and commentary from leading industry analysts and consultants on the coronavirus pandemic.
May 13, 2020
May 14
Generational Hiring: A Moot Point In the Wake of COVID-19
Hiring an employee based on generation is quite limiting and often detrimental to an organization’s goals. Here’s why.
May 12
CIOs Dish on Doing the Job During & After Quarantine
From a newfound appreciation for IT to missing whiteboarding with their teams, enterprise IT execs recently shared their COVID-19 experiences.
May 8
No Jitter Roll: Cloud Comms on the Frontlines
A look at the latest news from Vonage, LogMeIn, Twilio, Revation Systems, and Sinch.
May 7
How to Shift Social Distancing to Digital Proximity
Competitive advantage in the digital transformation era is based on being agile and able to make decisions faster than the competition.
Rethinking ‘Business as Usual’ Post-Pandemic
Adapting collaboration strategies for challenging times and beyond
May 6
Considering Moving Telephony to the Cloud? Do the Math
After the COVID-19 threat clears up, many organizations will be tempted to ditch their old-but-reliable PBXs — but not without factoring in all the costs.
May 5
Navy Federal Banks on Speech Analytics
As COVID-related inbound calls skyrocket, credit union applies speech analytics to gain insight into immediate caller issues and longer-term outlook.
Contact Center: Game Plan for COVID-19, the New Normal
Contact centers are responding to increased call volumes and addressing the work from home needs of their workers.
May 4
3 Ways COVID-19 is Changing How We Look at Cloud Calling
There are several key considerations to consider when it comes to cloud calling.
Does SD-WAN Have a Role in WFH?
SD-WAN solutions are touted for delivering great application experiences for remote sites, but what happens when the office closes due to COVID-19?
Setting Up a WFH Contact Center for Today & Tomorrow
Consider a long-term strategy for maintaining a remote agent workforce and modern customer experience technologies.
April 30
The Rise of the Barefoot Agent
In this new reality, at-home agent technology is well-prepared.
April 29
Sustain IT Budget Survival in Uncertain Times
Three tips for tackling the financial aftermath of COVID-19.
On Google Meet & the Race to Zero
With a new slate of announcements, Google continues to give its conferencing app some much-needed attention… as interest in meetings explodes during COVID-19 crisis.
3 Steps to Business Continuity During the COVID-19 Crisis
To thrive during COVID-19, enterprises will need contact center technology that allows them to respond rapidly and at scale.
April 28
It’s a Match: Talkdesk Tool Tackles Contact Center Hiring
Talkdesk is applying its AI know-how to connect companies needing contact center agents with job seekers.
Re-Imagining Industry Conferences in Pandemic Times
Nothing beats the real thing for staying connected, but virtual isn’t such a bad thing any longer.
4 CX Best Practices for Call Volume Surges
With COVID-19 taxing call center infrastructures, many enterprises are rethinking their HR policies and implementing measures to maintain CX for today and the future.
April 24
4 Steps to Properly Clean & Disinfect Mobile Phones
Bear in mind these tips to effectively get the job done.
April 23
Google Contact Center AI Tackling Explosive Unemployment
With Dialogflow at its core, this solution is one that will allow the state agencies to easily expand the types of queries handled, for additional needs.
April 22
The Silver Lining Behind this Pandemic Cloud
Omdia reports vendor activities of cloud contact centers powered by customers doing their best to maintain continuity of business during this disruptive time.
April 21
Moving Forward, Past the COVID-19 Malaise
As we all live out our own version of the movie Groundhog Day, we need to start thinking about how we bring the economy back to life and the role technology plays in it.
April 17
If You Can, America, Stick to WFH
Your business communications solutions will support you staying home a little longer, even if you’re antsy to return to office life.
Don’t Stop at Engage... Empower Your WFH Employees
How fully-managed service options can help your business maximize the use of Microsoft Teams during the COVID-19 crisis.
April 15
Extend UCC to the Field Worker: Fulfill Human Potential
Empower a better customer experience, deliver greater efficiencies and more cost savings, and accelerate corporate objectives.
April 14
The Global Workforce: Forever Changed
The silver lining of the COVID-19 quarantine orders might be a crash course in the appreciation of working remotely – though unplanned, business leaders can’t help but notice the value of this new normal.
April 13
Business Communications Will Never Be the Same
With more people working remotely due to COVID-19, is there a future for telephony and the PSTN?
April 10
No Jitter Roll: COVID-19 Offers, SD-WAN News
A look at recent COVID-19 offers and announcements and the latest from Khoros, UJET, Otter.ai, Theta Lake, Ribbon, 8x8, Poly, Cato Networks, and Asavie.
April 9
Take Steps to Improve Conferencing for Remote Workers
Learn how to avoid embarrassing situations, keep unwanted visitors out of your meeting, and improve network performance, audio, and video quality.
The Excessive Need for Virtual Reality: Why Now?
Until COVID-19, VR was a solution looking for a problem. Today, we are facing a big problem that needs an even bigger solution, one that VR can address.
April 8
Remote Team Management: Done Right
New processes, policies, and solutions are critical to support a telecommuting team and keep them aligned.
April 7
Zoom Has a Remarkable Week: App Becomes Household Name
In the first three months of 2020, Zoom saw a twenty-fold increase in usage as it just reported it hit 200 million daily users – but now the company must urgently rebuild goodwill and trust.
Just Breathe: Building an IT Reputation During COVID-19
As IT managers are being bombarded with COVID-19 offerings, providers need to understand that relationships and garnering trust are the key to their reputation and success – not marketing hype.
7 Clues to the ‘New Normal’ for Enterprise Communications
How companies are responding to the current crisis will shape the way we work in this decade, and perhaps beyond.
Mobile Connectivity Insights for a Time of Crisis
A wireless expert shares his thoughts on mobility for workforces today and in the future.
April 6
Do You Need End-to-End Video Meeting Encryption?
Before you rush to implement work-from-home, take some time to understand your security needs, and ensure that solutions in use support them.
April 3
No Jitter Roll: Team Collaboration Interop, New UC Headsets
The latest news from Mio, Poly, Jabra, Fuze, and a slew of companies offering up rapid-response packages for addressing work-from-home trend.
April 2
How Slack Is Embracing the New Work-from-Home Norm
In an Enterprise Connect Virtual keynote presentation, Slack announced a Teams calling feature and discussed the new norm of communications and collaboration.
UCaaS, CCaaS, CPaaS: Working as One for Today’s Realities
Integrating cloud UC, contact center, and comms APIs can prove invaluable in reducing friction in these trying times, as discussed in a recent Enterprise Connect Virtual session.
April 1
Cloud & AI: Helping Contact Centers Deal with COVID-19
Cisco contact center exec shares how the company has shaped its rapid response program.
March 31
7 Tips for Improving Video Meetings
Remote video meetings are on the rise amid the COVID-19 pandemic. Here’s how to make the best of them.
Contact Center Providers Rise to COVID-19’s Challenge
A recap of various efforts, as explored during our recent Enterprise Connect Virtual session with Sheila McGee-Smith.
Talkdesk Offers Trio of Options for At-Home Agents
Company also gives supervisors improved management capabilities for their burgeoning work-from-home workforces.
Know When to Commit to Free VoIP Services
As COVID-19 drives the urge for enterprise-grade communication and collaboration, UCaaS providers are aggressively pitching free voice service – but you shouldn’t sacrifice quality for cost.
March 30
WFH Watchpoints: Remote Working in Times of Crisis
During a Zoom webinar, CIOs debated how to deliver secure remote solutions during the COVID-19 crisis.
Thrio Secures White Label Partner, Telus International
With the partnership, TELUS International is able to meet the increased demand for work from home agents, spurred by the coronavirus pandemic.
March 27
Ensuring End-User Adoption During COVID-19 Crisis
When employees understand how to use the technology that’s available to them, they can transition to working offsite while maintaining momentum.
March 26
Supporting Teleworkers With SASE During COVID-19 Crisis
SASE solutions like those provided by CATO Networks can provide a safe, secure way for WFH employees to connect remotely.
Tools for the Times: What Works When Working from Home
Practical tips on video collaboration and personal behavioral practices that will help employees get work done, avoid loneliness, and stay productive at home
March 25
Deciding on a cloud solution amidst the COVID-19 crisis might require some extra considerations.
RingCentral, Partners, Customers: We Are All in This Together
How two organizations have moved forward with telemedicine and distance learning in this time of crisis
Work-at-Home Agents to the Rescue
As COVID-19 shuts down contact centers, cloud-based technology becomes critical for continued customer service and support.
March 24
WFH as a Lifestyle: Are We Ready?
Without the contextual framing of communications and information tools, we might be missing the bigger WFH picture.
March 23
Adapting to COVID-19: How Virtual Agents Fit In
A look at how conversational AI can keep businesses operating smoothly during this time of crisis.
March 20
No Jitter Roll: Video Collab Startup, COVID-19 Offers
The latest news from videoconferencing startup Jamm, TrueConf, Intermedia, NWN, NTT, Ribbon, and Cato Networks.
March 19
COVID-19's Long-term Impact on Remote Work and Learning
A look at how the coronavirus has permanently changed the way we work and learn.
Inside our new Reality: Musings from a Zoom Virtual Event
Company showcases an impressive unified offer that utilizes a single application on a single framework.
March 18
Adapting to the IT Challenges of Remote Work
Remote work sounds like a good idea, until it doesn’t work for everyone.
March 17
6 Best Practice Guidelines for Remote Work Programs
As offices shut down to fend off the spread of COVID-19, here’s a refresher on what works for telecommuting.
