Bad QoS alienates customers, employees but IT management lacks visibility to the problem
“It happened so fast,” says Justin Flitter, Chief Marketing Officer at Virsae. The pandemic saw millions of workers go home where they set up as best they could with whatever was available. Since then, companies have stepped up to buy devices such as noise cancelling headsets, but there remains a huge gap. Flitter tells us that a survey by Metrigy found that more than half of at-home workers suffer from a spotty internet connection. Poor video performance (46%) and poor voice performance (29%) were also troubling. Beyond the statistics, the culture of work seems to have evolved to accept quality issues. Flitter points out how almost everyone has been on a call where people’s poor Internet, maladroit devices, or flailing apps, see team members flick off their video, hit mute or even place a land line call to join the meeting. To remedy these solutions, employees are spending their own money, pursuing homemade remedies, while the issues they are trying to fix create CX issues that literally cost companies money, not to mention reputation.
Meanwhile, organizations can lack visibility to the problem. “You can’t fix what you don’t see,” says Flitter. In this podcast Flitter lays out the scope of the problem and makes the case for Virsae’s approach to being able to see across the network to discover IT issues that impact employees and CX. Flitter tells us that Virsae can deliver visibility right to the edge, right to the level of endpoint devices such as headsets, whether agents are wearing them in an office or in home or even public space environment. Work from anywhere requires a way to see what’s happening, everywhere. The goal is to get people a consistent level of service wherever they are doing their work.
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