November 04, 2021

Powerful Communication Across the Company with Eric Carrasquilla, SVP and GM of Digital Engagement Solutions at CSG, and Tim Vanderham, Chief Technology Officer and SVP of Software at NCR Corporation

50 minutes

In business, there can be a tendency to label, categorize, and then make corresponding assumptions. This is very reasonable. In order to organize, it’s necessary. One less than ideal aspect of this mentality is that certain responsibilities may be assumed to be mostly relevant to only one title, team, or department. With that sort of thinking, the concept of communication tends to be more associated with marketing or sales. But the need to communicate well cuts across every area of a company. To serve clients, it’s imperative. Clearly articulating shared goals between companies and their clients allow expectations to be set and then delivered.

Main Takeaways

Remote Communication - Signal Versus Noise: Skyrocketing remote work has necessitated different styles of dialogue. For instance, it calls for more written channels on Slack or email, or more Zoom meetings. But management is necessary to make sure employees are using effective means to communicate that enable them to accomplish their tasks rather than getting bogged down in unnecessary and time-consuming mediums that don't really further their specific work product.
In-Person Meetings Still Matter: For all the positives in remote work and communication channels, there is still something that’s lost when people aren’t able to be with each other. Actually gathering together does help to connect team members. Properly managed hybrid models can create small teams that are able to leverage their in-person time as well as the remote tools that help to bind them together and get quality work done.
How Open Should Channels Be?: With these new forms of remote communication, there is an even greater ability to have conversations between different teams at a company. This can be a double edged sword between the sales and developer teams. On one hand, communication can really help customers. On the other hand, there can come a point when a decision about a certain project must be made and further back and forth may not be as relevant at that point.

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