This is How Work Works!

Business Speak

Admittedly the economic recovery is ahead of plan with strong job gains and other measures. With increased hiring across the board, it’s time to revisit and rethink how work works.

First Things First

Stephen Covey, the creator of “The Seven Habits of Highly Effectively People” said it best decades ago: start with the end in mind! With that said, before we get into the good stuff, I want to arm you with the facts about the 8x8 referral program where you can make money fast fast (a term coined by the late Ross Perot).

The 8x8 referral program

  • Ease of doing business, sales does the selling (ergo – my overarching theme of how work works)pexels lina kivaka 3394141
  • Turnkey marketing campaigns in the referral portal – social media and email marketing
  • Great support
  • Special pricing (YAY!)
  • Dedicated sales manager

It all starts HERE.

Hybrid Work Agility

The vote is now in and the future of work is hybrid (elements of both in-person and remote). Arguably it’ll be the best of both worlds where employees recover lost time by working from home part-time but still benefit from in person work where creativity (and the social aspects) flourish. A recent survey by CBS News (June 2021) found the following:

Q: Would prefer to…

  • Work at Workplace: 43%
  • Work Remotely: 31%
  • A mix of Home and Workplace: 26%

What’s significant is that if you add up the last two entries, you have a clear majority (57%) that will participate in a hybrid model).

Enter XCaaS

So how are you going to manage the hybrid employee experience? The good folks over at 8x8, a leading unified communication, contact center and security vendor have figured it all out. Realizing that both the employee experience and the customer experience has changed dramatically over the last couple years, there is a great reliance on digital interactions and digital communications. 8x8 has introduced “Experience Communications as a Service” (XCaaS).

Here’s the definition of XCaaS: Experience Communications as a Service (XCaaS) is a cloud communications deployment model that erases the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Think of it this way. XCaaS organizations can support the communications requirements of all employees as they work together to deliver differentiated customer experiences.

Now that we have XCaaS defined, let’s talk about why it’s important. It may not be a new concept or conversation, but it’s certainly one that’s risen to the boardroom level recently with the move to remote work and now hybrid workplaces: the ability to deliver a differentiated employee and customer experience no matter where the customer or employee is in the world, or what device they’re using.

Organizations have been investing in customer experience (CX) solutions for several decades now, but never has employee experience (EX) risen to the same level of importance, nor have the two been so connected. XCaaS solves for that connected X.

A Win for MSPs!

With the move to hybrid workplaces, having a 360-degree view of both employees and customers is now critical for overall organizational effectiveness and creating a competitive edge. According to Metrigy Research, companies that utilize integrated unified communications (UC) and contact center (CC) solutions from a single vendor reported a nearly 100% revenue increase, a 14% cost decrease, a 57% customer ratings improvement, and a 37% agent efficiency improvement. Learn more about this topic in a webinar HERE).

Speaking directly to MSPs, the XCaaS opportunity translates to customers taking advantage of your full skill set. Here is what I mean. In addition to being a bona fide geek, you know a lot about business operations having started, owned, and operated your own small business. So, you’ve likely got untapped wisdom to share with your clients and the XCaaS paradigm plays right into that!

Next Steps

Time to hit the XCaaS easy button. A first step is to check out 8x8 and consider partnering up here as a referral agent.