Moving on to the New Normal with Team Collaboration Analytics
With the rush to implement collaboration infrastructure now over, businesses are starting to look towards the longer term. formalising new processes and, for some, taking time to regroup and restructure. We believe many businesses will preserve the hybrid office-remote working model, but understanding the impact this has on customer communications, as well as on staff productivity and wellbeing is key.
We are seeing new demand for collaboration analytics, particularly on Microsoft Teams, to provide an understanding of how staff are interacting with both customers and colleagues. It is becoming increasingly important to understand whether individuals perform better in an office or home setting and to consider the wellbeing of staff, using analytics to show if someone’s behaviour has changed, either over time or suddenly, and whether they need additional support as a result.
Collaboration analytics also facilitates team performance improvement and provides insight into whether teams are using tools effectively, to ensure effective return on investment. Different business functions operate in various ways, and by identifying effective work patterns for different departments they can perform at their best.
Within the next 12 months, expect a greater focus on analytics in the team collaboration space – particularly where it is combined with more traditional call reporting, to provide a complete view of individual and team performance.