Has Microsoft Teams presented an analytics gap?
Mon 12 Jul 2021 | Jon Pickering
Nearly a year on from the first UK lockdown and a mass move to working remotely, unified communications and collaboration technology has accelerated at a rapid rate – and shows no signs of slowing down.
Nationwide workforces are, at this very moment, logging into various digital channels to brainstorm ideas, catch up with colleagues, and host various meetings with customers and clients to ensure the experience doesn’t falter – and a competitor steals a march.
All this has led to a meteoric rise in the adoption of video conferencing tools, as people find intuitive ways to stay connected. However, with Microsoft Teams recording at least 200 million meeting participants in just a single day, are organisations now equipped with the analysis they require to inform business-critical decisions? Jon Pickering, CEO of workplace data analytics firm Tiger, explores further.
Millions of employees throughout the UK are scheduling calls, logging into webinars and virtual events, joining colleagues online to discuss challenges, having ‘water cooler’ moments that they’ve been without for the best part of 18 months, and using various tech channels to maintain team morale.
Technology has been key to providing ways in which to connect and provide some form of normality as each organisation navigates a pandemic in their own way.
However, with the UK still firmly immersed in lockdown 3.0 life, many business leaders and their workforces are only just discovering that they might not have the crucial data needed. And as a result, they’re now struggling to understand employee engagement, productivity, and overall company operations because they can’t access the data that will help them to ultimately drive their businesses forward, and beyond a global crisis.
That’s because many companies responded immediately to the crisis via a mass adoption of unified communications and collaboration tools such as Microsoft Teams – and rightly so in several instances. They were left with no choice and had to act swiftly.
But having made the transition to remote working call solutions, this has now led to something of an intelligence gap for managers frantically trying to get insight into workplace performance – against a backdrop of vast amounts of data traffic.
And as interactions grow in complexity – with more participants attending conference calls, and screen sharing and utilising instant messages daily – this is becoming increasingly difficult for organisations to interpret effectively.
So, at a time when savvy solutions are firmly at every single person’s fingertips, how can companies start to get real meaning from their data so they empower their workforces, make vast improvements to staff training and wellbeing, and improve business performance overall?
Gathering more meaning from Microsoft Teams analytics – and making sense of it
Now is not the time for firms to ‘operate in the dark’ because they’re unable to harness data from their cloud applications – especially via collaboration applications, such as Microsoft Teams, which have become even more important in helping people to interact and complete tasks on a daily basis.
Organisational leaders are at a tipping point where modern-day organisations require more meaning from their analytics – they must be equipped with tools to make sense of it in the context of their own business. That means having solutions that analyse the volume and quality of all colleague and customer interactions and bring that data to life, alongside access to critical insight – for as long as they want.
There’s no denying that Microsoft Teams technology continues to provide a wealth of connectivity opportunities to firms – and it will likely be a platform of choice for many organisations beyond the crisis. However, now is the time for businesses to make all their collaboration solutions work harder by identifying key employee trends, wellbeing concerns, customer call quality, and staff training. The data is there – they just need to know how to unlock it.
Digital solutions should be capable of helping leaders to make business-critical decisions
The way in which to do this involves providing savvy platforms with ‘high availability’ data capture capabilities that are able to deliver a complete picture from every single call which, on its own, generates around 600 pieces of data. Additionally, they should also offer real-time analysis, be quick to deploy and easy-to-use.
After all, when enterprises gather the right intelligence this not only empowers their decision-making capabilities, but it enables teams to streamline their own efficiencies and improve organisational performance. And finally, it doesn’t solely come down to IT directors or chief technology officers to manage the data, this level of insight means that all corners of a business can unlock the detail to help drive the company beyond a pandemic – regardless of whether they’re in HR, marketing, sales or finance.
And even for the managers who haven’t been able to access real-time analysis that delivers the ‘bigger picture’, there’s never been a better moment to explore intuitive solutions further as more people opt for a hybrid working future.
Now is the time to equip all leaders, regardless of sector, with the data that is specific to their individual business context. And for industry experts, it’s down to them to provide a simple and intuitive single-pane-of-glass platform for enterprises to do just that.