Workplace flexibility, customer interactions
that delight now prized by employees and customers
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today released the
results of a new survey, “Life and Work Beyond 2020: The Change
Makers,” examining how attitudes and feelings toward home and work
life have changed over the last year. The Avaya survey uncovers a
significant happiness gap, with only 27% of respondents saying they
were happier in 2020 and 43% saying they were less happy. The
survey also reveals that organizations have the power to increase
well-being, with 56% saying hybrid work has the potential to
improve their well-being and 79% saying that when engaging with an
organization’s contact center, they expect agents to do everything
possible to make them happy.
Digital transformation and the pandemic have created lasting
change in how we want to work and shop. As workers, we want a
hybrid work environment that offers more choice and eliminates an
inflexible daily grind. As consumers, we want to interact with
businesses through the channels we prefer, and we expect
in-the-moment responsiveness to address our unique needs.
Businesses that want to meet these changing dynamics require
composable solutions that let them build the ideal communications
and collaboration environment for managing distributed teams and
empowering these teams to delight customers.
“Avaya’s ‘Life and Work Beyond 2020’ survey presents a
compelling case that organizations today play a critical role in
our well-being, both as employers and service providers,” said
Simon Harrison, Chief Marketing Officer, Avaya. “The question is,
how can businesses enable hybrid work while ensuring employees have
the tools they need to consistently delight customers? Avaya
OneCloud is a composable communication and collaboration platform
that enables businesses to bridge employee and customer
experiences, with fluid, seamless engagement no matter where
employees are working while empowering them to quickly create and
deliver memorable experiences in the moment.”
Key Takeaways from Avaya’s “Life and Work Beyond 2020”
Survey
Our sources of happiness are changing – and many are less
happy
According to the survey, the unsurprising top sources of
decreased happiness in 2020 include the COVID-19 pandemic (82%),
less face-to-face contact with others (68%) and money worries
(64%). However, among the 27% of respondents whose happiness
increased, the top reasons included some surprises, including
flexibility in deciding where to work (62%) and more work from home
& bosses trusting workers (57%).
Work needs flexibility
The desire for more work flexibility is underscored by the fact
that across all respondents, 46% feel trapped in a daily routine
and 43% are struggling to find the right work-life balance.
Further, 56% think that hybrid work will have the potential to
improve their well-being, and 60% would support government policies
that embrace hybrid working.
Changed values are reshaping how we shop
Honesty, respect and optimism are now top values, and 69% of
respondents say they actively (33%) or sometimes (36%) choose
organizations, including banks, retailers, utilities, healthcare
providers, and telecom providers, that reflect their values. More
than 1 out of 2 prefer a mix of ways to contact organizations,
including a phone number on every webpage or app (69%) and more
help available on websites (57%). Nearly half of respondents (47%)
say convenience is more important than price.
Organizations have a big impact on our well-being
The impact of organizations on well-being is huge, with 71% of
respondents saying customer service problems cause them a great
deal (28%) or a considerable amount (43%) of stress. A full 79%
expect organization contact centers to do everything possible to
make them a happy customer, but only 13% say organizations always
make them feel good after an interaction and only 8% say they are
regularly delighted by their interactions.
The survey, conducted in November 2020, is based on interviews
with 10,000 consumers and workers in a variety of markets around
the world, including Austria, Canada, Egypt, France, Germany,
India, Saudi Arabia, Switzerland, UAE, the UK and the U.S.
Additional Resources
- Learn how Avaya OneCloud solutions can make an impact in your
organization.
- Check out the full Life and Work Beyond 2020: The Change Makers
report.
- See the infographic, How our values, relationships with
businesses and working lives are changing.
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com/
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. The
Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material
factors that are important to you. In addition, in light of these
risks and uncertainties, the matters referred to in the
forward-looking statements contained in this press release may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
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trademarks, and service marks, respectively, of Avaya Inc. All
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Source: Avaya Newsroom
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For media inquiries: Alex Alias alalias@avaya.com
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