Communication between a retailer and its target audience should at all times be seamless, but effective communication during peak periods, in particular, is crucial. For retailers, peak periods, such as Black Friday, Cyber Week and Christmas, can play a deciding factor in the profitability of an entire financial year. If their communication system is unable to adapt to the increase in calls during the peak season, it could be catastrophic from a financial point of view.
Though, for retailers to be able to offer a seamless customer experience to its target audience, the communication among different employees is equally important. If the global COVID-19 pandemic has taught us anything, it is that employees can still work productively offsite, on condition that they have access to the right workplace tools. According to data gathered by the BCG COVID-19 Employee Sentiment Survey completed in 2020, employees who are satisfied with the tools at their disposable were about twice as likely to have kept their productivity at the same level, if not improving it.
In fact, it is predicted that working remotely will only continue in the post-pandemic world. The survey completed by BCG that looked at the workplace of the future employer revealed that businesses anticipate that approximately 40% of their staff will continue to work remotely in the future. While this presents opportunities to the retail sector, it also comes with a set of challenges.
One of these challenges is to create a suitable environment that allows employees to switch seamlessly between offsite and onsite. The only way to do this is to invest in unified communications solutions that offer location flexibility.