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People, Places, & Technology: Developing a Humanized Customer Experience Around the World

Customer service has seen more change in the last five years than it has in the last 35 years combined. Given higher customer expectations, multiple points of engagement, and the growth of social media, your company’s brand reputation is now under more public scrutiny than ever. People Because of the points mentioned above, it’s your most valuable employees who answer the calls that come in … Continue reading People, Places, & Technology: Developing a Humanized Customer Experience Around the World »

Millennials are found in every Persona!

In my last blog post, I discussed the latest Plantronics research on personae, or personality type, and how these personae play a very important role when an enterprise looks to design and build a unified communications system or upgrade the one they have. One key point that came out in this research is that Millennials are found in every single one of the eight personae discovered. The … Continue reading Millennials are found in every Persona! »

MARKET ANALYSIS: Analyzing Modern Communications

Introduction The range of new communications tools in today’s office environments is impressive. From the trendy world of persistent chat-based tools such as Slack, through traditional VOIP-based phone systems, to increasingly popular videoconferencing-based software, the solutions being deployed for communicating with both co-workers and outside partners are wide-ranging. Even considering these choices, however, it turns out the good ‘ol telephone is still one of the … Continue reading MARKET ANALYSIS: Analyzing Modern Communications »

Designing the Experiential Workplace

Is it possible to create a workplace environment that supports the two very different work modes of team collaboration and individual focus work? If you approach workplace design from an experiential standpoint—going beyond the constraints of the physical space—I would argue that it’s possible and that it’s essential to the wellness of your workforce. The latest trend in enterprise interior space design is the open floor plan. … Continue reading Designing the Experiential Workplace »

Don’t Allow Any Holes in Your Communications Lineup on Game Day!

A football coach wouldn’t allow a hole in his lineup on game day. To do so would be to risk the other team having the advantage and likely winning the game. In the same vein, if your company is a communications channel partner or value-added reseller, why would you want to risk not selling a key part of an ecosystem and take the chance that … Continue reading Don’t Allow Any Holes in Your Communications Lineup on Game Day! »

Your Company’s Product Roadmap: Here’s Your Secret Weapon

persona per·so·na (pər-sō’nə)  n. pl. per·so·nae (-nē) The role that one assumes or displays; one’s public image or personality. When you’re looking into the future of your company’s product roadmap, you’ll want to take note of our recently refreshed personae research. In 2013, we here at Plantronics conducted a study of 2000 knowledge workers in the U.S. France and Germany. The purpose of this was to stay ahead of trends … Continue reading Your Company’s Product Roadmap: Here’s Your Secret Weapon »