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Más allá del argumento acerca del trabajo desde casa y la colaboración

A raíz de la decisión de Marissa Mayer de eliminar el trabajo desde casa en Yahoo, mucha gente está discutiendo acerca de los beneficios y las desventajas de permitir que los empleados trabajen desde sus hogares. ¿Esto los vuelve menos productivos? ¿Los hace menos responsables? ¿Acaso la innovación, la colaboración y la productividad del lugar de trabajo se ven afectadas cuando los empleados no se encuentran físicamente en la oficina?

Todas estas son preguntas válidas, sin embargo, al considerar el impacto que la colaboración en persona puede tener en la productividad, las empresas quizá deberían pensar más holísticamente.  Mientras que limitar el trabajo desde casa puede mejorar la colaboración en las oficinas sede o en oficinas individuales, las compañías necesitan preguntarse qué medidas deben seguir las empresas globales para mejorar la colaboración en tiempo real a lo largo del país y alrededor del mundo. Es muy importante aprovechar las filosofías y las tecnologías de colaboración, ya que la colaboración efectiva muchas veces no sucede por sí sola.

Colaboración desde cualquier lugar

Los ideales de los negocios sociales y los avances en la tecnología realmente han logrado que las empresas mejoraran su habilidad para trabajar entre diferentes oficinas, regiones, países y continentes. Hoy en día, las tecnologías de colaboración permiten que los empleados no solamente interactúen por teléfono, sino a través de otros métodos de comunicación. Los empleados pueden administrar su disponibilidad y actividad por medio de la telepresencia; pueden  utilizar chats grupales para llevar a cabo juntas virtuales; pueden compartir documentos y pantallas de computadora para colaborar en proyectos. Todo esto ha permitido que las empresas amplíen la colaboración y generen procesos de negocio más unificados, utilizando la tecnología para llevar a cabo la comunicación interna, el compartir conocimientos e ideas, y en el proceso, eliminar silos del lugar de trabajo.

Las compañías deben explotar las mismas tecnologías que han transformado la conducta del consumidor para poder competir exitosamente. Es aquí en donde las tecnologías de Comunicación y Colaboración Unificadas (UCC) juegan un importante papel al permitir que la infraestructura se organice, unificando las comunicaciones internas de la empresa de una forma que antes no era posible.  La tecnología UCC es esencial para lograr organizar a la gente, los procesos y la información que los rodea, eliminando la fragmentación y la poca coordinación a lo largo de varios departamentos y oficinas.

El trabajo desde casa puede no funcionar para Yahoo

Sí, la colaboración en persona puede generar más creatividad y productividad que el trabajo desde casa, pero esto no quiere decir que este tipo de programas no puedan ser exitosos si se utilizan las tecnologías y los procesos adecuados. Tomemos como ejemplo a la industria del servicio al cliente. Debido a que muchos centros de contacto están volviendo a establecerse en Estados Unidos después de haber estado en otros países, las empresas no solamente están aprovechando para traer de regreso a sus empleados, sino para llevarlos de regreso a sus propias casas. Con el uso de las tecnologías de colaboración, los agentes que trabajan desde casa pueden comunicarse y hablar  con los representantes de ventas, recibir información acerca de productos y otros temas por parte de los expertos a través del software de colaboración, y también participar en llamadas grupales con video. Lo anterior ayuda a mejorar el tiempo de resolución y la satisfacción del cliente sin tener que tener al agente en la oficina. Esto es imperceptible para el cliente y la colaboración no se ve comprometida, pero sí ofrece un mejor acceso a una mayor gama de opciones y habilidades.

La conclusión es que la productividad a través de la colaboración no necesariamente depende de la proximidad física. Sin embargo, las empresas deben utilizar las tecnologías de colaboración  para poder sacar el mejor provecho de su fuerza de trabajo, sin importar si está en otro cubículo o en otro continente.

Artículo escrito por
Beti Cerezo Albarrán,
Gerente de Marketing para
México, Centroamérica, Caribe y Andino de Aspect™
http://es.aspect.com/Pages/default.aspx

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