UC Tools Widely Adopted, but Employees Need Training

 
 
By Nathan Eddy  |  Posted 2014-10-28
 
 
 
 
 
 
 
 
 
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    1 - UC Tools Widely Adopted, but Employees Need Training
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    UC Tools Widely Adopted, but Employees Need Training

    by Nathan Eddy
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    2 - No Awareness of UC's Availability
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    No Awareness of UC's Availability

    More than half (58 percent) of employees said they are not consulted on a unified communication (UC) tool, or its usefulness, after it's been implemented, and a whopping 77 percent said they aren't even consulted before the technology is implemented.
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    3 - Employees Want Tools to Help Them Work
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    Employees Want Tools to Help Them Work

    The top reason employees will use a new tool that IT has implemented is that it makes them more productive. The next most popular reason was because it's easy to use. The third most popular reason employees will use a new tool is that it has multiple uses. Compatibility with their mobile device and the ability to work from anywhere were also key reasons.
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    4 - No Training, No Gaining
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    No Training, No Gaining

    The lack of training by IT departments is also a major issue when it comes to the productive use of UC technology, the report indicated. A third of employees said they don't receive any training from IT leaders, and of those who do, half said they get less than 30 minutes. In addition, 38 percent of employees said they have access to communications tools they don't know how to use and, thus, never use.
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    5 - Training Is Key When It Comes to Screen-Sharing
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    Training Is Key When It Comes to Screen-Sharing

    A full 60 percent of organizations provide screen-sharing capabilities, yet only 8 percent of people use them daily, Van Noort said. "This isn't because they don't see value in this," she said. "When you ask people, it's generally because they don't know how—or, more specifically, they don't know how in the context of their role and what they do every day."
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    6 - Barriers to Adoption Likely to Frustrate Employees
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    Barriers to Adoption Likely to Frustrate Employees

    The number one reason employees will not use a UC tool is that it simply doesn't work, the survey revealed. The other top reasons employees reject a communications platform were feelings that it didn't make them more productive, followed by the fact that they believe they already have too many tools from which to choose.
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    7 - UC Solutions Can Be Tricky to Implement, Maintain
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    UC Solutions Can Be Tricky to Implement, Maintain

    Four in 10 (44 percent) IT managers said they struggled to deploy a UC solution, and more than half (54 percent) seek the help of third-party solutions providers for UC implementations, an indication that it is difficult for many IT pros to implement and support communications tools.
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    8 - Employees Should Have Input in UC Tool Rollouts
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    Employees Should Have Input in UC Tool Rollouts

    Employees who are not actively consulted on communications tool rollouts are twice as likely to be dissatisfied at work and three times as likely to see their companies as temporary places of work. What's more, 26 percent of employees who are consulted about UC tool rollouts said they are more likely to feel they're given the tools to do their best work, and 23 percent said they are more likely to be satisfied in their current jobs.
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    9 - Collaboration Supports the Customer Experience
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    Collaboration Supports the Customer Experience

    Softchoice recently asked one of its clients what collaboration means for the company. "They are a financial services organization and very committed to the overall customer experience, which in turn is supported by a great employee experience," Van Noort said. "They see collaboration as a critical success factor to support their growth, as well as employee satisfaction."
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    10 - Looking Beyond the UC Rollout
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    Looking Beyond the UC Rollout

    IT needs to extend its vision for their UC investment beyond the rollout," Van Noort said. "Investing in programs that take training to a new level and incorporate real-life, day-to-day situations for the technology and how it can be seamlessly integrated into an employee's workflow ensures a greater level of overall usage and adoption."
 

Although employees have more communication tools to choose from than ever—from traditional desk phones and email to social collaboration apps, video conferencing and unified messaging—they often receive little or no training to reap the benefits of using them, according to the findings of a survey of 250 IT managers and 750 line-of-business employees from managed services provider Softchoice. While video conferencing has been widely adopted in the business world, it is rarely used by employees because they don't know the technology is available to them, or IT departments haven't trained them to use the technology. "We often feel that training is a nice-to-have and, as a result, many organizations remove it from their budgets when making some of these large technology investments—many believing people should inherently know how, and why, to use the tools," Erika Van Noort, director of consulting at Softchoice, told eWEEK. "At the end of the day, we all want to do great work, while at the same time being effective and efficient with our time. If there are tools out there that can make my job easier, chances are I would be interested in using them."

 
 
 
 
 
 
 
 
 
 
 

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