The global pandemic has encouraged the adoption of cloud-based collaboration among many businesses. Companies that have spent time and money making the shift from premise to cloud want to know they are getting a good return on their investment. Sometimes migrations are not beneficial, not because of the technology, but because of the people or process. That is why it is essential to determine if the users are adopting the communication channels you provide for them. It is not enough to simply mandate use and provide training on the new tools. Companies need a way to actively monitor, measure and manage collaboration metrics. The cost of this is typically much lower than the initial investment but is paramount to ensuring expected return on investment.
A manager’s perspective on a successful adoption can vary drastically based on the metrics they use, the goals they set, and the stakeholders of whom they want to change behavior. There are almost infinite amounts of use cases. The goal is to determine if the new technology is increasing employee productivity and/or customer engagement.
Let’s consider the importance of measuring user adoption in two of the many possible scenarios.
ABC Company now wants people to use their new messaging feature in their collaboration system exclusively to chat internally to free up agent’s phone lines. Who is not following the wishes of management?
XYZ Company has just established an additional queue for scheduling car washes. Are customers using this queue appropriately? Or are they having to be rerouted into this new queue? Do they need more agents? Are potential customers abandoning their calls?
Full visibility of a collaboration system will speed up the adoption rate of even the slowest adopters, helping your company stay ahead of the curve.
Shadow All-In-One Analytics offers a
cloud-based solution for capturing, processing, reporting, and archiving
transactions across all configurations including single and federated
deployments. Organizations now have complete visibility across the entire
spectrum of a corporate collaboration ecosystem for any length of time. The product offers historical call
accounting, call center reporting, call recording playback, real-time
agent/queue dashboards, team collaboration adoption metrics, custom
integrations, and emergency notification.
By leveraging the latest technologies, Shadow All-in-One Analytics
empowers enterprises to increase adoption of new technologies.
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