One hundred percent of the UK’s retail bosses claim to acton employee feedback, but only 67 percent of employees agree, new research has revealed.
HR solutions provider People First, surveyed 250 bosses and 250 employees across the UK, and along with the disconnect over acting on feedback, the research found just two-thirds (66 percent) of staff believe their bosses measure their satisfaction, even though 95 percent of employers claim to.
The research also revealed a growing sense of disconnection among new entrants to the workforce, with only 50 percent of 18-24s believing feedback leads to action.
In addition, only 56 percent of retail employers report the results of employee feedback monitoring to the wider company. More than seven-in-ten (71 percent) of those acting on what employees tell them say they do so at board level only.
Mark Williams, Senior Vice President Product at People First, said: “Trouble is brewing because although employers say they put feedback into action, it doesn’t ring true with workforces. This is just not good enough. Feedback needs to translate into action.
“If there is no feedback loop, it can do more harm than good, annoying employees and discouraging them from taking part in future.”
Indicating the importance of principles and beliefs among workers, the research found nearly half the workforce (49 percent) will accept or reject a job on values. The figure rises to more than three-quarters (67 percent) of Gen Z respondents.
Eight-in-ten bosses (80 percent) measure employee satisfaction through employee surveys, while 61 percent use structured review meetings. More than half (53 percent) use informal conversations, and exactly half use focus groups.
“Retailers don’t just need to listen to and understand employees so they can pick up warning signs of disenchantment, they must act on feedback,” added Williams.
“An ad-hoc approach is no good. That’s the same for gauging how employees feel about their own work and the company’s values and for putting that feedback into practice. This is an area that companies must tackle head-on in a much more thought-out and systematic manner, taking time to deploy the most effective and appropriate solutions to nurture employees throughout their time with a company.”
It’s not your average job interview, but a description from Luke Murfitt, founder of Integrity Cleaning, of how one woman kick-started her career after a chance encounter shines a light on the ethos of his business.
Picture the scene: a dark, damp evening at a London train station, and after disembarking, a mother struggles with her children and bags as she attempts to scale steps up to the pavement and begin the long walk home.
“No-one else was offering, so I asked if I could help get her up the steps,” says Luke as he explains exactly why ‘supporting mothers back to work’ is more than just a media-friendly slogan for his firm
“We got to the top and I asked if I could help her further. She said she lived about a 20-minute walk away, so I offered her a lift in my car. During the drive I was able to ask her where she worked. She said she didn’t work, and that people didn’t want to employ her.
“I asked her what she would want to do, and she said she would like to be either a carer or a cleaner. I said ‘happy days, I have a cleaning company – would you like to start this week?”
Working with Integrity: Luke Murfitt, founder of Integrity Cleaning Ltd
It sounds like the happy ending to a feel-good film, but this was reality for the mum in this story. She was able to work as a cleaner, fitting her duties comfortably around school hours, and as a result was able to move into a larger home than the one-bedroom flat she had before. Thanks to her income from Integrity, was able to start planning for her future.
“She’s now a full-time carer, in the career she wanted,” Luke says.
“She calls me her angel, but she was pretty good to me too, working hard and driving Integrity forward.”
Integrity Cleaning has been shortlisted in the Best New Business category of this week’s 2019 UK Business Awards, and this achievement is part of the ongoing success story for a firm that was born out of personal adversity.
Luke is a former high-flying salesman at a blue-chip company, who in 2015 was handed a life-changing diagnosis of Parkinson’s disease.
But rather than allow this to limit his scope for life, Luke decided to challenge himself and use the diagnosis to spur a career change that has led to a current total of 85 cleaners signed on for employment through his company, ranging in age from 19 to the mid-60s.
“After the diagnosis, which was obviously a bit of a challenge, I realised I didn’t want to wallow in self-pity, and so I used it as a catalyst to springboard me on to do greater things, and here we are,” he says.
That route first took him to his local job centre where he was told to seek benefits following his diagnosis, but his hunger for something more led him instead to seek advice on starting his own business.
“I felt I had a lot more to give. I told the staff at the centre ‘there are people over there who are looking for jobs, and I’d like to employ them’. I wanted to set an example of what can be achieved, and they said ‘fine, go for it’. So they sent me upstairs to the next level and a department that assists in setting up businesses.”
From the window of that same building, Luke gazed out at London’s ever-sprouting skyline, with gleaming new buildings taking shape.
What was simultaneously taking shape was his own business future, thanks to Luke “turning adversary into opportunity”.
He continues: “I looked into the cleaning industry, and spent six months planning. I was careful though, as I had seen people who set up cleaning companies and ended up cleaning themselves out!”
However determination, and the hard work and support of wife Diana, pushed Luke towards realising the recession-proof nature of his chosen sector, and what it could do for them as a family, along with the wider community.
“Cleaning has grown and grown and is a massive employer. I saw it as a chance to impact many more lives and provide better opportunities, rather than with, say, an office of five people.
“With around 33,000 cleaning companies in the UK, with 700,000 cleaners, there’s plenty of scope. I knew I needed only a small portion of that to be successful, and not to fear the competition, but actually be better than them.
“And also be something that they are not, because what I realised was – not many people actually choose to be a cleaner. Instead they often ‘resort’ to being a cleaner.
“I thought to myself, these are the people I want to help. They’ve found themselves in a situation they didn’t choose to be in, but I could at least assist them and make the area of work they’re in as pleasant as possible – give them opportunities and ensure they feel respected and are able to grow, move on, and not just remain cleaners forevermore.”
Mum’s the word: Integrity cleaning offers mothers a chance to get back to work in a supportive environment
Integrity continued to take shape, and the ethos of assisting mums at a crucial time of their lives grew from Luke meeting fellow parents at the school gates while waiting to collect his daughter.
“There comes a point when a lot of mothers want new working opportunities, but there are often few firms offering that. This was part of my plan – to offer such opportunities, and make a success of it.”
The company got off the ground when Luke secured a significant contract with a hotel in London’s Bromley borough, having first garnered a workforce ready and willing to put the hours in.
Low start-up costs and lots of hard graft helped Integrity gain momentum, and as the journey continued, so too did the cleaning contracts with churches, community groups, and other eager clients.
However, it was a return to the skyscrapers of central London that saw Luke land the firm’s most significant contract.
“I was at a training event and I looked out the window at these apartment buildings which were going up, 41 storeys high, and I thought ‘they need cleaning’. I had no experience of construction cleaning at all, but I walked over to the site, which had around 600 people all milling about.
“I was wearing a suit while they were in their construction safety gear, so I got some looks. I found a door saying ‘staff only’, walked in, and eventually located the project manager. I said to him, ‘Hi, I’m Luke from Integrity Cleaning, you’ve got some great buildings here, and we’d like to be the company that cleans them’.
“He told me my timing was interesting as they were just three days away from tendering for a cleaning company, so he took me to the senior management in order to apply.”
Several months later, having seen off competition from some of the biggest companies in the market, Integrity was offered the contract.
“They could see I wanted to do a good job, and we ended up replacing a company they had used for the last 25 years.”
Luke’s bold approach to securing employment for his team provided many months of solid work, cleaning 1,000 or so million-pound apartments, over four thorough stages each, to make them ready for residents.
And so Integrity rose to its current position as one of the UK’s most caring and community oriented commercial and construction cleaning firms.
“My primary goal isn’t about making money, it’s about helping other people,” Luke states.
“This year alone I’ve helped 25 mums back into work. Of course, helping mothers doesn’t just help them, it helps their children, families, husbands, and whoever else. It impacts lives.
“We help with their training, and we look towards assisting with transport costs, and being flexible with working hours. We’re also there to provide references for when they’re ready to move on. We work as a team, and they love it. To me, each of them isn’t merely a cleaner – they are a person; something they never normally hear in this industry.”
From year one to year two, Integrity has grown by 650 percent, and his nomination for a UK Business Award tops a hugely successful year that has also seen him share his story with thousands of listeners on radio station LBC.
“I have appeared twice on LBC’s The Business Hour, and plan to return to answer questions from listeners in the near future and share my advice.”
On the subject of advice, Luke leaves us with one final inspiring message.
“Never let a challenge – in my case my diagnosis – stop you from doing what you want to do. Never limit yourself.”
New research offers an insight into how employers and employees differ on a range of issues, including being fully engaged in their roles.
A study by HR solutions provider People First found that 93 percent of UK employers think it’s important to be liked, but 90 percent of their staff want their day-to-day experience of work improved.
Exploring the attitudes of 250 bosses and 250 employees in UK firms, the research revealed how employers lack an accurate picture of how staff feel and the way it affects their work.
Eight-four percent of bosses think their staff are happy and 76 percent believe most of their employees are fully engaged in what they do. Howeverr, only 64 percent of staff find work makes them happy, and just 42 percent are fully engaged or absorbed in what they do to earn a living.
Mark Williams, Senior Vice President Product at People First, said: “Likeability is good in a boss. But with so many staff wanting their experience at work improved, you have to ask if employers really understand their workforces. There’s obviously a happiness gap where managers believe morale is better than it really is. They are clearly failing to measure staff engagement regularly.”
The research found men are more likely to say their work really engages them (48 percent) than women (37 percent), reflecting the longstanding difference in support and career development offered to women, as well as the well-publicised gap in pay between the sexes.
Meanwhile, lack of understanding plays a role in another difference between bosses and workers. Whereas 39 percent of employers believe most staff quit a job for emotional reasons, only 17 percent of employees say that’s the main cause of them handing in their notice.
The research also found more than half of UK employees (56 percent) regard being rewarded for excellent work as important to their experience at work, while 51 percent want more opportunities for flexible working.
“Poor productivity is a British disease which we can cure through better understanding of what motivates employees and gets them into the flow where time flies and work is more enjoyable and fulfilling,” added Mark.
“That’s why it’s important to rely on more than gut feeling about how happy or engaged staff are. Regular check-ins must replace the dated annual appraisal as only with regular conversations can an employer see the true picture of their employees.
“There are so many different aspects to any job, such as training, career development and flexible working, that making assumptions about what employees want is misguided. As an employer you need to know what makes your staff happy to work hard and what makes them leave.”
The ability of workers to improvise and innovate while on the job is being underused, a new report has revealed.
A study of 1,000 workplaces published in Thinking on your feet, a report by the commercial subsidiary of the Royal Academy of Dramatic Art, RADA Business, found that 91 percent of people say they regularly experience situations where employees have failed to apply a flexible way of communicating and common sense as a result of not being able to think ‘in the moment’, respond appropriately, and improvise a creative solution.
The report identifies the effects of not being able to think creatively and reveals that 46 percent of people have experienced impatient customer service. Other poor staff behaviours found include unhelpfulness (45 percent), poor communication (38 percent), or rudeness (37 percent).
Customers are quick to make judgements about organisations as a result, with 88 percent admitting that they make negative assumptions about the entire organisation due to inappropriate staff behaviour.
Those working as professionals in the healthcare sector were revealed to have the strongest ability to improvise and work well under pressure (40 percent), followed by counter staff in banks (23 percent) and admin staff in the NHS (23 percent).
At the other end of the spectrum, the research found that those working as estate agents (nine percent), staff at utility companies (10 percent), or staff on public transport (15 percent) struggled to think quickly and be able to improvise effectively.
Stage craft: Customers value staff ‘thinking on their feet’
Although all three sectors require the ability to communicate well with customers and to make a positive impression, it’s clear that often this isn’t always delivered effectively. This can be due to a range of reasons including difficult customers or stressful situations.
Kate Walker Miles, tutor and Client Manager at RADA Business, said: “Customers appreciate being heard and react positively towards workers who go the extra mile, but robotic service and a diminishing ability to improvise can leave customers feeling frustrated.
“By viewing the organisation from the perspective of your customer, you can understand clearly how the business is being perceived and encourage a positive culture of improvisation.
“There are simple training techniques available to support workers who struggle to think quickly and react to situations in a flexible way, tapping into the power of improvisation, which can empower everyone in your workforce to make imaginative yet informed decisions.”
Some say there has never been a better time to be searching for employment.
It is true that the whole process has significantly improved, especially with the growth of technology and the internet. Plus, long gone are the days when everyone needed to be in London to find a job, with other cities in the UK growing at a tremendous rate. In fact, Manchester has been the fastest growing city in England and Wales between 2002-2015. So finding jobs in Manchester with online recruiters is just as easy as getting a similar position in London.
With that being said, it can be argued that being successful at the interview stage may be one of the trickiest parts of the course. Especially with recruiters getting more creative these days when it comes to looking for their perfect candidate; which has seen digital interviews become increasingly popular.
Digital interviews, in many respects, are the ideal way to put a potential recruit to the test, so if you’re facing one any time soon, we have some fantastic tips for you.
Research
One of the first things you can do to prepare to nail a digital interview is to put effort into research. There’s a lot of things to study ahead of the conversation, but by making time you will give yourself a better chance of being successful.
Begin by researching the company, learn of the vital information. From there, study the role you’re applying for, as well as doing your homework on the interviewer.
After getting the research done, preparing how you’re going to present yourself is the next step. Research again can help here, especially if you’re able to ascertain the dress code of the company itself or the role you’re applying.
Looking smart is always a requirement, and remember, first impressions count. However, don’t be overdressed. The interviewer is more interested in what you have to say, so don’t let your appearance take their attention away from this.
Practise
So, now not only do you know the company, your potential role, and the interviewer you’ll face, you also know how you’ll present yourself too. Now it’s time to call on a friend or two, as you’re going to need to practice ahead of the real thing. Practice digital interviews are essential, especially when using multiple people, as they allow you to refine your approach and work on areas that perhaps need a bit of improvement ahead of the upcoming interview with the employer.
The great thing about practice digital interviews is that they can be recorded and then watched back. It will allow you to get to grips with how you’re presenting yourself, the way you answer questions and everything else which will prove to be prominent on the day. Having the opportunity to have practice runs will give you the chance to perhaps pick up on overusing words or phrases or talking too fast, or too slow.
Rest
Now it’s on to the eve of your digital interview. A good night’s sleep will be needed ahead of the event, as not only will you look more presentable, your cognitive function will also be better too. Therefore, you’ll be able to think quicker, provide better answers, and remain calm too. A shower after walking up is essential also, as this will help refresh and relax you, and again have a positive effect on both your appearance and state of mind.
If you use all the tips we’ve provided above, you should be well on your way to nailing your digital interview. Remember, stay calm and focused, and most importantly of all, be yourself and enjoy.
Now a new publication is available as a free download, based on research carried out with Holistic EX Practitioner and CCXP Robert Pender.
Ben Whitter (left) and Robert Pender
In it, readers will learn practical tips on establishing EX foundations and specific considerations for EX practitioners to implement. Full of tips and valuable EX insight, A Practical Guide to Implementing and Succeeding with Employee Experience is essential reading, and available absolutely free of charge.
Festive traditions in the workplace can boost employee productivity according to new research.
In the study, 74 percent of employees said they were motivated to work harder if their employer embraces Christmas, despite only 36 percent of businesses offering a party for their staff and almost a quarter of businesses (24 percent) avoiding Christmas completely.
December is traditionally a low productivity month, but in the poll by artificial Xmas tree manufacturer Christmas Tree World, 78 percent claimed to work as hard or harder in December, with 22 percent of these citing the reason as so they can enjoy time off over the festive break.
The research of 1,000 UK workers also revealed that more than half (60 percent) of employees are likely to be more productive if Christmas incentives such as bonuses are available, despite only 15 percent of UK businesses offering this.
However, it’s not just financial rewards which are proven to drive productivity, with 74 percent of workers claiming office festivities, such as decorations, trees, and Secret Santa schemes boost morale and productivity, despite only 36 percent of workplaces investing in this.
Meanwhile, 39 percent of workers polled believe Christmas parties enhance productivity levels due to improving teamwork and communication.
Stephen Evans, Managing Director at Christmas Tree World, said: “It’s shocking to see the high number of businesses which are simply missing a trick in embracing the festive season as this research demonstrates it really does pay dividends in boosting staff morale, happiness and productivity.
“It’s understandable that some companies are unable to offer financial rewards such as Christmas bonuses, and even a Christmas party as costs can escalate, though it’s surprising to see how few companies even put up a Christmas tree and decorations in the workplace.”
A positive company culture is more important for businesses now that at any stage in their history, with a recent poll suggesting 92 percent of senior executives cite cultural change as a critical driver to increase their firm’s values, but only 16 percent agreeing their culture was where it needed to be.
As anyone in a management position can tell you, poor company culture can lead to workplace bullying, harassment, and a lack of productivity among other things, and a new book by Colin D Ellis, Culture Fix: How to Create a Great Place to Work is a game-changing guide to building an enviable company culture.
Ellis argues that culture is key to success for every organisation, and is increasingly critical for millennials, who are prioritising organisations which offer a great culture over other traditional factors such as salary.
Culture Fix contains exclusive case studies from brands such as HSBC, Zappos, Google, and Manchester United among others, and the author employs his experience from working with global brands including Red Bull, and the governments of Australia and New Zealand.
In a competitive jobs market, culture is essential to attracting – and retaining – top talent in a new era of employment. As flexible and remote working becomes the norm, Ellis reveals how to ensure this doesn’t negatively impact the drive, cohesion, shared purpose, and innovation of teams.
His highly practical book will teach CEOs, managers, and team leaders to build self-motivating teams that not only bring value but create a fantastic Employee Experience.
Culture Fix is based on the six pillars of company culture: Personality & Communication, Vision, Values, Behaviour, Collaboration, and Innovation. Readers will learn to build an aspirational vision for teams and organisations, and about the importance of emotional intelligence in a successful team.
The book will tell you if your current team is stagnant, and offer skills to manage diverse teams which often cross cultural barriers.
Speaking to CXM, Ellis said: “Culture pervades through absolutely everything that’s done on a day-to-day basis in every organisation around the world, from the behaviour of senior leaders in large global organisations to the way that a sports team trains for a game at the weekend.
Man of culture: Colin D Ellis
It dictates where people sit, how meetings are run, how decisions are made, how people are hired, how teams work together and how new ideas are implemented.
“When time is made for the staff to define the culture they need in order to be able to achieve the goals, then engagement will increase.
This leads to greater productivity, more sales, improved revenue, fewer safety incidents, reduced turnover of staff and, most importantly, happier staff and customers.
“This is why culture is important.”
Culture Fix: How to Create a Great Place to Work is out now, published by Wiley, priced £15.50.
According to a recent survey published by Harvard Business Review, 41 percent of board members recognise their biggest challenge is attracting and retaining top talent.
We also know that with good leadership, talent does not come and go – rather talent comes and grows.
Effective leaders focus on ways of developing talent within their teams and organisations. Retaining and growing talented teams to reach their potential grows fulfilment, effectiveness, productivity, and profitability.
However, this all starts from recruiting the right type of people to your organisation. Selecting the right person to your team can be a challenging task. Having interviewed and hired numerous people for over 25 years, I fully understand the importance of getting this right.
The hiring of people to join your team can have a huge impact upon the company one way or the other. Therefore, the interview procedure must be carefully planned out. Strategic coaching questions should be crafted in order to get inside the heart and mind of the person you are interviewing.
The 7 C’s Strategic Approach for Successful Recruiting I am about to share with you will provide a solid process, which will enable greater success for you in hiring the right person to your team.
It is a process I have used and added to over the years. As a business consultant, I know that the process for selecting the initial interviews, the questions asked in the interview, and the process to the appointment can be weak and needs to be addressed.
I often say that in order to develop a company, develop the team – however for this to be successful you must have the right team members on board.
So be honest with yourself as you answer the following question:
On a scale of 1-10 how effective would you describe your recruitment process?
Which areas need to be up levelled in order to attract the very best to your company, and to ensure you are saving on recruitment fees?
It can often be said that when someone joins your team, they are one day closer to leaving. However, the aim and intention is that you attract the very best in the marketplace and that you both enjoy a long-term and very successful business relationship.
What should you be looking out for when recruiting someone to join your company?
This is a key question that must be given great consideration before the interviews start. So where do you make a start?
Always have an agreed established process in place to ensure that you are making a wise judgement when offering someone an opportunity to join your team. Don’t rush this, think into this well.
What will your process look like?
As I have previously mentioned, the interview process for some companies and teams may not be as robust as they could be, which can lead to the wrong person being offered a job as well as costing the company a large amount of time and money.
Too much money is being wasted when it comes to recruiting. Successful recruiting allows you to reinvest in your own business. Making the wrong choice when it comes to increasing your team can have huge financial implications for the company.
For small companies with less than five people, this can even lead to the company failing. Don’t let this happen to you – the pain is far too great and not needed!
So, first, recognise that hiring the best staff is an art. It takes time and wisdom as you seek to determine who could be the best candidate to fill a function or role you have available.
Good employers ask great questions – at the interview stage, well-crafted, well-thought questions will help to determine the quality of answer that you are looking for. Never rush this process; consider in advance the questions you want to be asking.
Don’t just think of questions during the interview. If there is a panel interview, decide in advance which questions each of you will be asking. Don’t put yourself in the position that you say after the interview has finished thinking to yourself I forgot to ask a good question!
Prepare in advance for the interviewing process. Always use a personality profile approach as this will help to reveal the strengths and limitations of an individual, but will also reveal how they respond to being part of a team.
As a Business Consultant I would highly recommend for you The Seven C’s Strategic Approach for Successful Recruiting:
1. Character
A member of staff with a good attitude, who is able to learn, and with skills that can be developed will have huge positive effect on your team, productivity, and profitability. Character is often described as what are we like when no one is watching.
Good character will ensure you have someone working not just for you but with you, someone who is honest with you, the customer, and themselves. They will not be compromised.
2. Coachable
Are they coachable or do they think they know everything there is to know?
Are they open to change? When you employ coachable people on your team, you can be assured they will have a great attitude. A coachable person will always go far within a team. You can see this in business as well as in sport.
A team member with a very pleasant attitude is a great person to be working with. It will be easier to work with someone with a good coachable attitude than with a poor one.
3. Care
Do they care?
It is so important to have team members who care – about the vision, mission, fellow team members, and values of the company. Caring team members know how to care for their customers.
Caring team members will go the extra mile. They care about the work they do. Ask them to share with you some examples of how they have displayed a caring approach in their work situation. You want to hear their stories about this.
4. Conscientious
You can always spot conscientious team members; they are often good listeners.
They will always look out for what is best for the company, team, and customers. They can often be great thinkers.
You want these types of people on your team. They won’t be looking to cut corners. They have high standards and will always seek to do their best.
5. Can-do attitude
Do they have a can-do attitude? Do they see the possibilities, or do they just see the problems?
A can-do attitude is very contagious; it spreads well within a team and causes it to become very courageous. Are they prepared to have a go and take on new responsibility?
When you have a can-do attitude amongst your team, when it becomes part of the team DNA, it inspires everyone to step up. Ask leading questions to find out if they have this approach and if they do, ask them for a few specific examples and the difference it made.
6. Competent
Do they have the competency to fulfil the position you are offering? Can they do this role today and are they someone you can develop for a wider role in the future?
Do they have the skills and talents you could develop as you look to grow your business? A good leader will look to develop the talents in each member of their team, both for now and the future.
Therefore, it’s important to see if they have the capacity for growth as you grow your business.
As I mentioned earlier, with good leadership talent does not come and go – rather it comes and grows. It’s important never to despise a small acorn when it comes to talents. If you want to grow your company, grow the talents within your team.
7. Chemistry
Can I really work with this person? Can they work with me? Is there a personality clash? Can they work with the team? Are they a good team player? Will they be accountable?
Get this one wrong and it can spoil your entire team. Just because someone is competent does not mean they are a right match for your team!
There have been times when I have notappointed someone to join my team, not because they lacked the competency – in fact they could do the role very well – however they were simply not the right match for the others.
The chemistry just did not fit. Team to me is more important than just one person.
You need to be asking tough questions such as: will this person not just work for me, but will they work with me?
Is it all about them or is it about working towards the vision and mission of the company? There is a huge difference between someone just working for you (pay cheque) and someone working with you (loyalty).
Don’t be tempted just to take someone on because of their reputation or record achievements alone; you are interested in the future success of your team and company.
Get this one right and you are doing your best in building a great team. This is so important, please read this part again! I really want you to succeed with this.
So, when recruiting, consider The Seven C’s Strategic Approach for Successful Recruiting.
You may be a manager, or in HR, or maybe it’s your job to lead the interview process. Ensure you have a solid process and plan ahead to stay ahead when it comes to recruiting.
Your ability to recruit well will determine the success of your team and company. These effective recruitment strategies and practices will save you time and money so that you continue to build a successful and sustainable business.
Some final questions to consider:
How will you upgrade your process for successful recruiting?
What could the impact be on the company once you make those changes in the next 12 months?
What could the impact be on the company in the next 12 months if you did not actively change your recruiting process?
Most UKemployees anticipate a positive impact from artificial intelligence (AI) in the workplace, a new report from Genesys has revealed.
The global leader in omnichannel Customer Experienceand contact centre solutions studied the evolving relationship between employees and technology in the workplace. They found that 64 percent say they value AI, but the exact same percentage believe there should be a legal requirement for companies to maintain a minimum percentage of human workers and for relevant bodies to implement regulation around it.
The survey also found that while employees welcome new technological tools, a significant majority (86 percent) expect their employers to provide training for working with AI-based tech, as less than half of all respondents say they possess the right skills.
When asked whether they would use augmented reality (AR) or virtual reality (VR) for job training, more than half (53 percent) of employees said they would be willing to do so. This finding is significantly higher than those who would be open to being trained by an AI-powered robot, with just over a third (35 percent) of employees accepting this method.
The convergence between humans and technology is increasing, as reflected by the fact 41 percent of millennials say they spend at least half of their time at work interacting with machines and computers rather than humans. These findings suggest that when it comes to implementing new technologies, employers will need to find the right balance between tech and human workers.
When it comes to how employees expect to use new technologies, 58 percent would like to use a digital or virtual assistant to support them in managing tasks and meeting deadlines. This appetite for virtual assistants suggests that the widespread use of technologies like Amazon’s Alexa or Apple’s Siri in workers’ personal lives is opening people’s minds to the possibilities that similar AI-driven assistants can bring to the workplace.
Meanwhile, almost a quarter of workers believe AI will have a positive impact on their job in the next five years, and
69 percent say technology makes them more efficient at their jobs. Forty-three percent say new technological tools in the workplace save time and allow them to focus on other things.
Mark Armstrong, interim Vice President for UK and Ireland at Genesys, said: “Employees across the UK are ready to embrace new technologies in the workplace. The research shows that UK workers understand the benefits of AI and are overwhelmingly positive about its potential impact. It is also evident that employees understand that businesses will need to leverage AI and other emerging technologies to maintain longevity, as only 21 percent believe their companies will remain competitive without it.”
UK employees are wasting two hours each week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver.
That is the findings from new research by 8×8, which quizzed 2,000 employees in mid-market and enterprise organisations. The study looks into how work is carried out and uncovers the communications challenges that fast-growing organisations face.
The main reason productivity suffers is because 29 percent of people can’t find the information they need to do their jobs effectively on the systems they use.
Fourteen percent said they are not able to locate the right expert internally, while 17 percent say they are held back by information not being shared in a central place.
Employees also say that a few experts within their organisation hold most of the information about the company (63 percent) but they can’t always contact them.
This is impacting customer service teams in particular, with at least two different people required internally to get the right information to answer a single query. This means it takes them longer to answer customer queries (50 percent) and the quality of service falls (52 percent).
Not being able to access the right information has impacted businesses in a variety of ways. Thirty-four percent of employees said they are working longer hours to complete their tasks, while 34 percent reported a ‘slow’ resolution of problems. Inaccurate information was also used, according to 24 percent.
The data was also analysed by age group and organisation size. When asked what channel they would respond most quickly to, millennial workers said email (39 percent), followed by phone (35 percent) and online chat such as Slack (nine percent), but baby boomers preferred phone (50 percent) followed by email (31 percent).
Those in large organisations say the problem has gotten worse as they’ve grown. Almost half of employees (43 percent) say it has become more difficult to reach the right experts internally as the business has scaled.
Collaboration technology makes it possible for expert knowledge to be open to all staff at any time – 71 percent say that this type of tech would help them do their job more efficiently.
Lisa Clark, VP Product Management, Contact Centre at 8×8, said: “Typically, a small portion of a company’s staff holds the majority of the expertise. This isn’t an issue when these employees are available, but when this isn’t the case, staff and customers face potentially difficult situations.
“We can see that employees across organisations are struggling to complete everyday tasks and answer queries because they aren’t able to get the information they need. This is impacting productivity on a massive scale, as time is being wasted scrambling around for answers on systems that aren’t connected across a business.
“By using one cloud communications platform, teams and individuals can collaborate much more efficiently and all employees can access information faster – no matter what channel they use.”
The number of men taking paternity leave dropped to 31 percent in 2019, according to law firm EMW.
Despite the introduction of shared parental leave, figures marginally decreased from the 2018 figure of 32 percent. The question is: why are the numbers falling despite increasing legislation in support of working parents?
Debates have been sparked as to the type and receptiveness of employment rights held by working mothers and fathers in organisations. Therefore, this article aims to provide much-needed guidance on the differing employment rights for working parents.
Maternity rights
Simple as it may seem, women have the right to not be dismissed because of pregnancy, maternity leave, or childbirth.
In fact, they are entitled to 52 weeks of maternity leave legally, with a two-week mandatory period post-birth. This breaks down further to two 26 week periods, where returning after the first 26 weeks ensures you return to the exact job you left.
After this first 26th week, the rules are slightly more lenient. Your employer may not offer you the exact same role after your maternity leave, but it must be a job with the same terms as those you had before. For example, the conditions and salary which you are offered must be on par with those you had before maternity. Therefore, if your employer does not abide by these rules, you are entitled to seek protection from the law.
Paternity rights
To receive paternity leave, you must fulfil the following criteria:
Be the biological father of the baby and have (or expect to have) responsibility for the upbringing of the child; or
Including same-sex relationships, be the spouse/partner of the mother (but not the father of the child) the main responsibility (apart from any responsibility of the mother) for the upbringing of the child.
There are a few major differences between maternity and paternity rights. Starting with the length, men can receive one or two consecutive weeks off work. They cannot book this period until at least the due date and men are unable to physically start their leave until the day their baby is born. This, then, requires flexibility from their employer in terms of arranging cover for their leave.
Men also need to have worked with their employer for 26 weeks to be eligible for paternity leave, with the 15th week falling before their baby is due. In a similar manner to maternity, men have the right to return to their own job after leaving and can bring a claim if they feel they are being discriminated against upon returning.
Shared parental leave
Surprisingly, only six percent of working parents choose to take shared parental leave. This leave is designed to give parents greater flexibility in caring for their new-born children. With the ability to share 37 weeks’ pay and 50 weeks of leave, this right can be used at any point through the baby’s first year.
Shared parental leave involves fathers or partners sharing the mother’s maternity period, whereby women effectively lessen their time off so that their partner can have this leave. During this period a flat pay rate of £148.68 (or 90 percent of average earnings) is offered depending on which is lower. This pay lasts for 37 weeks.
Flexible working
Having an adapted work pattern to suit changing needs can be highly important for some working parents. Flexible working can take any of the following forms:
Part-time: less hours than the norm
Homeworking: working from your home
Compressed hours: completing the agreed hours over fewer days
Flexi-working: ability to change/adapt your hours
Term-time (applicable to the education sector): working purely in term time
Flexible working can be requested by employees and must be considered by an employer before an answer is given. Existing legislation gives most employees the legal right to inquire into flexible working. If you feel your employer has unfairly dismissed your request for flexible working, this should be discussed this with your HR department. If unsuccessful, then consider whether to take this matter further.
Discrimination
If your employer insists upon you working inflexible or long hours, despite your childcare responsibilities, this can be seen as discrimination. Being put at a disadvantage to men through imposed shifts or full-time work can be labelled as indirect sex discrimination and is against your working mothers’ rights. This type of employer’s behaviour is unacceptable, so if you believe you have experienced this type of offence, you can reach out for legal advice on your flexible working case.
Working fathers can also experience sex discrimination, most commonly through direct cases. If your request for flexible working was declined, where a woman in a similar job was allowed, you can go to a tribunal to claim discrimination against the disadvantage you were placed in.
In the face of declining paternity leave figures, it is crucial now more than ever for working parents to understand their rights.
With differing rules for paternity and maternity leave, there are options for mothers to share their maternity leave with their partner to ensure both parents are involved with the post-birth period. There are also several flexible working schemes offered by employers to aid parents in adjusting to childcare.
However, the road is not always smooth for working parents. After reading these rights, you may feel you have experienced discrimination from your company. If so, you can choose to firstly raise this with your employer or HR team. If the matter cannot be resolved this way, you should swiftly seek legal advice in order to find a solution and receive justice.
New research reveals that business leaders who thank their staff experience reduced staff turnover, improved staff retention, and more successful talent acquisition.
A study of 1,253 workers, carried out by workplace and incentives provider, One4all Rewards, and published in The Magic Word for Business Growth Report, surveyed workers on the impact their existing and potential employers and bosses have when they say thank you or express gratitude for a job well done.
The research revealed that 61 percent of UK workers said that a company which rewards their staff with an individual cash bonus or gift card at regular intervals is a more desirable place to work.
The same number (61 percent) of workers stated that they would be more likely to apply for a job with a company that gifts staff an annual cash bonus or gift card. Non-cash rewards such as treats, or gifts shared at regular intervals, would make a company a more desirable place to work for 56 percent of respondents.
Gratitude and appreciation expressed by business leaders is not only an effective tool to attract new talent but also for motivating and retaining existing staff.
The data found that 65 percent of UK workers would be motivated to work harder if they received an individual cash bonus or gift card at regular intervals from their employer. On the opposite end of the motivation scale, 40 percent of workers cited that they would feel less motivated to work hard if their employer did nothing to say ‘thank you’ or show gratitude for a job well done.
Reducing people’s propensity to leave is also key to reducing staff turnover and increasing business growth. Almost half (48 percent) of the UK workers surveyed said that rarely receiving any form of thanks or gratitude from their employer would make them want to leave the company.
Forty percent of UK adults also said they would be unlikely to apply for or accept a job offer from a company which did nothing to say ‘thank you’ to their staff.
Michael Dawson, CEO of One4all, said: “Recruitment issues are something that affect all UK businesses regardless of size, industry, or stage of business they may be. A simple thank you from business leaders can create a butterfly effect retaining existing staff, attracting new talent and motivating employees to be more productive. High staff turnovers can be costly when considering the recruitment fees and training costs and reducing these costs can ultimately result in business growth and success.
“It’s important that business leaders understand the accumulating effect two simple, yet effective words can have on their overall business success. Not only do employers need to make sure they express thanks to their staff for a job well done but the timing and delivery of that gratitude is also key.”
The workplace has evolved beyond recognition for many people in recent years, with one of the most significant changes being that more and more people are now offered the option of working remotely.
This incentive is a result of a combination of changing attitudes, enhanced technology, and software solutions, all of which have been transforming the way that businesses of all shapes and sizes are run and how customers interact with them, as well as allowing employees to work outside of the office.
The TUC estimated that the number of UK people working from home has increased by a fifth in the 10 years to 2016, and with everything becoming increasingly digitised and technology enhancing at such a rapid rate, we can safely assume that this trend will only continue to grow. In fact, it is expected that 50 percent of the UK workforce will work remotely by 2020.
For many businesses, the biggest apprehension around making the movement towards remote working is making sure staff remain streamlined and connected with colleagues and managers at all times, but one concern which is not being properly addressed is data security considerations.
While this incentive has been well received by employees, and it certainly makes a difference to that healthy work-life balance we are all searching for, it is vital to make your team members aware of the extra security risks that they face when working from home, on the train, or at a local coffee shop.
In this article, we are sharing actionable advice on certain risks that should be considered, and steps that employers should be taking, to ensure that they are educating employees on protecting company data from security threats.
Consider transfer risks
The way in which data can be moved around transferred is taken for granted by most people nowadays, as electronic communications are available on the go 24/7. When working remotely, it is likely that you will still be working with the same sensitive company information and customer data as you would be if you were on site – but without the digital privacy you are used to.
Transferring data can take many forms, whether it be over email via your domestic internet connection, through your mobile phone network, or on a physical medium such as a USB stick. Each of these methods have inherent risks that should be addressed:
Domestic internet, even with WPA2-PSK security, is vulnerable to various forms of hacking and malicious access
Mobile phone networks can be even more open to attack as information can be accessed without leaving a trail
Physical media can be lost or stolen (and could end up in the wrong hands)
Employers and remote workers should be working together to tackle this issue and potential cyber security threats; from enforcing security and implementing and remote working policy, to educating the importance of commitment to security best practises. Simple actions such as using a USB data blocker, encrypting sensitive data within emails and avoiding public Wi-Fi will make a huge difference.
Utilise the cloud to minimise risks
If your business take advantage of cloud hosting, then you are already one step ahead in avoiding potential security breaches. The ease of use that ‘anytime/anywhere’ password protected cloud access offers means that whatever device or platform your employees prefer, they can still connect with your work systems remotely.
The concept that digital information can be accessed instantly around the world actually becomes part of a security solution, rather than posing risks, meaning the cloud takes the flexibility of working from home to a totally new level.
In addition to being able to access files and documents and log into relevant systems safely, remote workers should also be encouraged to back up data frequently so that a lost device doesn’t mean lost data, and cloud storage solutions are a great solution for this. By migrating to the cloud, you can also ensure that applications are patched and updated regularly to maximise protection.
Whilst ensuring your remote workforce is protected and safe from security breaches is vital, your security policy shouldn’t add to employee’s workload; they should be simple and efficient. It is one of the most important investments you should make as the safety and security of your data and systems has to be a priority, and although it will take a bit of work, you will reap the benefits including reduced office costs, higher morale and increased staff retention as well as access to a wider talent pool.
With the ever-increasing number of tech start-ups, expanding global tech vendors, transformational businesses, and digital agencies, there is a finite number of people with the right skillset at any one time. So what can companies do to ensure they attract and retain the right people?
1. Build your brand from the inside out
Millennials and Gen Z are more focused than any generation before on the lifestyle that an employer can offer them. Flexible working, company culture, training and an organisation’s ethical and environmental stance are all subject to scrutiny. As Peter Drucker said: “Culture eats strategy for breakfast.”
That’s definitely true when it comes to hiring and keeping great talent!
Reinforcing company culture at the on-boarding stage and consistently within teams clearly defines how people treat each other and sets the scene for interaction and good communication. It may seem superfluous to the immediate problem of solving the talent gap but aligning the recruitment process with the day-to-day culture will make for better-engaged employees. These, in turn, are more likely to build stronger bonds from the outset and so, less likely to leave you at a crucial period of delivery.
2. Invest in knowledge
Faced with a lack of highly skilled knowledge around particular technologies, you’ll have to think differently about how you build teams. You won’t necessarily have all the players that you need in your workforce at any one time. At Cognifide, we realised long ago that we wouldn’t find the skills we needed easily in the market, so we doubled down on training and developing graduates or experienced engineers who were up for learning something new.
In fact, we take on around 50 graduates a year in our innovative Career Start Up programme at our engineering centre in Poznan, Poland. It pays off! Last year, 83 percent of them stayed on as permanent or part-time employees. And in London, our Digital Academy welcomes a regular stream of hugely talented graduates onto our staff.
3. Build hybrid teams
The best-case scenario we’ve found for our clients’ digital project teams is to build a hybrid team of full-time employees, specialist contractors, and partner agencies, supplemented by interns and recent graduates who can develop within the team and become those high-demand workers of the future. Finding the right specialist partners is absolutely key when upskilling your own team on new technologies.
4. Seek out great soft skills
Of course, a collection of highly skilled individuals does not guarantee a well-functioning team. Employing members of staff based solely on their technical skill set doesn’t guarantee that chemistry will create a cohesive team. At Cognifide, while we have some very technically competent people, it’s not our number one priority when hiring engineers.
A greater focus on soft skills and motivation is what helps us create teams with empathy, who care deeply about our company and customer success.
5. Attitude matters
Technical skills matter but a good recruiter knows that finding candidates with the right attitude and a desire to learn can be even more important. After all, some technical skills are transferable from system to system. It’s the hungry candidates, happy to put the hours in to teach themselves, who will stand out.
6. Share knowledge
A growing trend across digital is informal communities built for knowledge sharing and skills transfer. They are often small groups created for mentoring within the workplace or in the wider community. At Cognifide, we partner with local schools and universities, offering lectures and courses that support up and coming talent. And we host a bunch of different events including a Java User Group, a Testing and Quality Group, an AWS User Group and a HashiCorp User Group, amongst others.
7. Nurture happy
Keeping highly skilled employees means keeping them happy.
Happy colleagues are those that are challenged and respected. They’ll be supported, yet given enough independence to allow them to make a difference and their working environment will be diverse and welcoming to everyone. This is about far more than throwing in bean bags, a sleep pod and a Nespresso machine.
This is about wiring your DNA for a modern workforce that thrives on mutual respect, works to clearly defined goals, is flexible and open to change and embraces all that technology offers to improve their working lives.
It wasn’t that long ago that getting a “job for life” was the aspiration of those leaving school and college.
From gaining an apprenticeship to being part of the furniture, having a salary, a pension scheme, and the golden handshake – you were living the working dream.
We all know that the working world has changed and with technology acting as the enabler, those in employment are moving jobs more now than ever, with a LV report revealing that the average UK worker changes roles once every five years, equating to around 9.4 jobs a lifetime.
The ability to work “anywhere, anytime”, combined with many finding their roles made redundant by Artificial Intelligence (AI) and others wanting to opt out of the “9-to-5” means the likelihood is more temporary and less permanent roles emerging in the future workplace. A trend backed by the Office for National Statistics that estimates there is currently nearly 5 million self-employed in the UK (equating to around 15 percent of the workforce) up from 3.3 million (12 percent) in 2001.
So, what does this mean in terms of workplace? Is this the demise of the office? At Platform, where we help clients such as Vodafone, British Gas, and Centrica Business Solutions visualise their working world of the future – we think not. We think it means changing our ideas and beliefs of what the office means and building a space that can be wholly cooperative, that allows fluidity of working while giving flexibility yet function. In fact, this is what we have created working with Vodafone on its Digital Innovation Hub, a technology incubator for start-ups and entrepreneurs based in Manchester’s Media City.
The launch of the Digital Working Hub
Billed as the workplace of the future, the Vodafone Digital Innovation Hub will provide entrepreneurs with access to network experts, the latest technologies, including 5G, IoT, and high-speed fibre and a space to work together and exchange ideas.
Yet the creation of the Digital Innovation Hub and Media City are far more than just places for those wanting to work independently. They highlight a new beginning in the world of work where cities become more agile to accommodate those working within it. We helped Vodafone imagine just what this city might look like with V-City, a 3D visualisation created by Platform for Vodafone that usesIoT and 5G to show a snapshot of the future. Complete with smart, connected infrastructure, drone deliveries, driverless cars and 4k streaming video, it helps organisations to plan for the future and assess some of the challenges and opportunities ahead.
The launch of digital working hubs signifies the need for people to have face-to-face interaction with their colleagues, but not be confined to the traditional office environment. It creates a space for those moving through their working lives but not being constricted by it. The lifestyle, travel and hospitality platform Salina takes this one step further by blurring the lines between work and play by offering spaces you can travel to, yet live, work and co-exist for as long or as little as you want.
Collaborative hubs are not in themselves new. However, what if they were the office norm allowing workers to move from one city to the other? To travel while working and to use the power of the community, just maybe not their organisation’s community? It brings a new meaning to “working away from home” and a new way of thinking of the office space.
What does the future workspace look like?
So, what might this new office space look like?It goes without saying that tech will enable it allowing not only connectivity with colleagues working remotely, but those working in different continents across different time zones.
Taking learnings from those around you, language will no longer be a barrier as your virtual assistant translates in real-time allowing you to have conversations and meetings with those who have never spoken your native tongue.
Artificial Intelligence will take mundane, repetitive or highly complex, big data tasks and find meaningful patterns within them that help enhance decision making or deliver better insights into our business and our customers. Imagine VR and AR being seamlessly woven into the workplace to allow scenario planning, training via virtual visualisation and an enhanced sense of environment with VR/REAL bringing true immersive content that understands the user’s location.This kind of full immersive technology gives rise to a much more mobile and distributed workforce and a more freelance economy of specialists contracted to deliver specific tranches of work.
Teams will be virtual, organic and machine based but not all, not yet.
The social agenda creeps higher up the priority list
As our technology races ahead and machine learning permeates throughout the workforce we will still have the need for places that better serve our creative, communal desire for human contact and face to face interaction. The ‘social’ agenda will inevitably creep higher up the list as priority for keeping a productive, successful happy workforce and if we are to avoid the possible dystopian scenarios such as the emergence of the Useless Class (people that cannot find employment means they are unable to maintain or improve their standard of living) predicted by the likes of Yuval Harari, we need to be mindful of the need to create spaces for not just as workplace solutions but social solutions helping to boost interaction, creation, innovation and dialogue and really consider the isolation risk threatened by remote working.
As last decade saw the end of the “job for life”, this decade the end to the “9-to-5”, maybe the next decade will see the end of the office as we know it but open up a world of offices that we move fluidly through, collaborating and engaging with different communities. Giving workers the chance to move and change working environments as they feel fit, it could boost creativity, help share best practice and see us becoming a global workforce like never before.
Ranked in the global top 10 of the most desirable companies to work for, Netflix is an employer that clearly gives a great deal back to its employees in terms of salary, culture, and development opportunities.
However, it also expects a lot in return and is well-known for its unusual performance assessment method, the so called ‘Keeper Test’.
Instead of having traditional appraisals and annual reviews, Netflix has introduced a permanent evaluation process. Managers and team leaders are encouraged to ask themselves a simple question of colleagues: “If an employee told me he or she had found another job, would I do my best to keep him or her at Netflix?”
If the answer is “no”, the employee in question may be reviewed and eased out of the organisation.
That might be an extreme approach, but they are not alone. An ever-growing number of leading companies, especially those in the technology sectors, are moving away from traditional top down performance reviews and taking a continuous approach instead. Rather than highlighting room for improvement, often when it’s too late, their aim is to emphasise the positive, offering personal development and opportunities for growth.
One simple way companies can enable a continuous feedback approach is to introduce the concept of ‘good talks’. These are regular – but not necessarily informal – conversations, intended to engage, motivate, inspire, and improve employee productivity.
They replace the need for expensive formal assessment interviews conducted twice a year and mean that any issues can be addressed more quickly, before they become serious problems. This is an important factor.
More people leave their employer because of a poor relationship with the line manager and a dearth of development opportunities than for any other reason, including salary.Millennials in particular find that a non-hierarchical working relationship, with opportunities for continuous feedback, is very important, according to research conducted by Careerwise.
Five key ingredients for ‘good talks’
1. Flat hierarchy: Before the good conversations approach can be introduced, there needs to be equality in the relationship between a manager and their team members and an open company culture. There needs to be a feeling that people can speak openly and be listened to, without facing negative consequences.
2. Being well prepared: To be able to give your employees continuous feedback, it’s important to have a clear end goal and ask relevant questions. You also need to understand what motivates the person involved. Is it money, flexibility, autonomy, status or social interaction for instance? And offer them appropriate development opportunities.
Preparation should also include spending time observing their behaviour before any conversations start. This way you can go into depth during your talks and offer opportunities that will motivate them to achieve the best for themselves.
3. Introduce measurable changes: To ensure that routine conversations can become viable replacements for an annual review, implement the following measurable changes…
Increase the number of talks held per year. This can vary from once a month to having one every three months. It’s up to the manager and employee to agree the most worthwhile frequency to suit their goals.
Hand over ownership of these conversations to employees and make them more involved. Let them take the lead when preparing and handling mutual conversations and give them the opportunity to influence the right outcomes.
4. Ask the right questions: When preparing for good conversations, managers can consider the following questions as a starting point for a useful discussion.
What do changes in market/technology/society/politics require of my team, now and in the long term?
What influence do internal developments have on the expertise and skills of my team within the next three years?
How do I see the future of my team?
What are the three most important goals for my team in the coming years?
Which competences and skills are already available for this, and which are not?
How do I facilitate and stimulate a culture where learning and development are common?
To what extent am I an example when it comes to (career) development?
Who, or what, do I need to keep my team up to date?
5. Encourage employees to ask questions like these:
What developments do I see in my field and in the environment in the coming years?
Do I expect my position to change in the future?
How do I view this expected change?
Are other requirements set for me to continue to function well in the future?
What questions do I have about this with my supervisor?
What changes in the personal sphere do I experience and what does this mean for my development?
What do I need to keep functioning well and to keep work that suits me?
The best companies are moving away from formal review meetings held once or twice a year, and introducing continuous feedback loops instead. Rather than let poor performance and dissatisfaction or insecurity set in, informal discussions highlight any issues quickly, employees gain more insight into how current performance impacts strategic goals and have the chance to adjust as necessary.
Employees who receive regular feedback on their performance in an informal way enjoy their work more. When people feel listened to and have a say in work processes, their motivation gets a boost and this is always good for business.
A new report from customer engagement software firm Freshworks Inc has cast light on a staggering number of hours wasted annually by sales and service agents who struggle to navigate software they are forced to use, despite having no say in its implementation.
The Voice in the Choice survey, which was released at Freshworks’ user conference, Refresh ‘19, shows that US-based sales staff waste a combined 516 million hours a year as a result of top-down ‘software dictatorship’. The report shows that having no say in the choice of software, and using it despite the problems it creates, is costing firms time, money, and morale.
It is also affecting firms’ ability to control customer retention and satisfaction. It is estimated that in the US, the wasted hours amount to an incredible $8.3 billion in lost productivity every year.
The survey, which questioned 400 frontline customer service and success employees, showed that respondents feel powerless to determine which software they use, with 96 percent having little or no influence into its selection. Likewise, 57 percent have no clue who chooses the software they use, and 43 percent don’t know why the software was chosen. In fact, respondents indicated that they have greater control over snack selection at their offices than they do regarding the software that they use day in and day out.
Employee’s influence in decisions affecting their work life
Personal work schedule (28 percent)
Seat or desk assignment (20 percent)
Office snack selection (17 percent)
Software they use (7 percent)
Conversely, when it comes to the biggest impact on end users’ ability to do their jobs well, software becomes the top factor. Forty-seven percent say the software they use has a major or complete impact on their ability to do their jobs well.
Work life factors that improve employee performance
Software they use (47 percent)
Work schedule (41 percent)
Seat or desk assignment (16 percent)
Office snack selection (6 percent)
Demand freedom: ‘Hated’ software brings frustration to the workplace
The report shows that the pain of software dictatorship has both quantitative and qualitative ramifications. Half (50 percent) of respondents say that when they have to use software they hate, it is harder for them to satisfy their customers. One-in-five report that when they are frustrated with software, they are more likely to be rude to customers.
Exclusion from their organisations’ software decision-making also impacts overall employee morale and, ultimately, employee retention. Nearly one-in-four end users (24 percent) say that using software they hate makes them want to quit their jobs. This flight risk is more acute with millennials, with 30 percent reporting that handcuffing them to bad software makes them want to pack up and leave.
Tellingly, using ‘hated’ software brings frustration and unhappiness at work to more people (26 percent) than the drudgery of long hours and working overtime (23 percent).
The survey revealed that increased user involvement not only increases productivity but increases their job satisfaction as well. End users report that if management involved them in deciding what software to use, it would make them feel respected (60 percent) and empowered (40 percent) while boosting employee morale (43 percent).
The survey revealed that increased user involvement not only increases productivity but increases their job satisfaction as well. End users report that if management involved them in deciding what software to use, it would make them feel respected (60 percent) and empowered (40 percent) while boosting employee morale (43 percent).
Enlightened managers are adopting a more democratic approach to selecting software for net positive gains. Over half of end users say that helping to choose the software their company uses to engage with customers would result in happier customers (53 percent) and higher employee productivity (52 percent). In fact, over half of millennials (52 percent) report that they’d be at least 25 percent better at their job if they could choose the software they use.
Freshworks CEO and founder Girish Mathrubootham, said: “This lack of employee involvement is an outrage for those on the frontlines of the customer relationship and should be a wake-up call for companies who are looking to increase both employee productivity and customer satisfaction. Organisations have a responsibility – to their employees, their customers and themselves – to bring the voice of their workers into the technology-buying process. The happiness of their employees and customers depends on it, as does the health of their business.
“As our productivity and happiness at work becomes more closely tied to the technology we use, executives and managers have a true opportunity to make better software choices by giving a voice to their employees. Organisations can enact a more democratic selection process through a number of best practices, including employee surveys, pilot programs, employee committees and many other tactics to ensure worker voices are heard and can be as productive as possible.”
Luxury hotel group Calcot Collection has enlisted a guest experience management firm to help monitor staff happiness through the company’s employee survey function, in order to motivate and retain its team.
The move follows the sacking of a senior chef and launch of an investigation into a scalding incident in the kitchen of one of the group’s venues in Gloucestershire, the Calcot & Spa (pictured).
The agreement with guest experience management firm HGEM serves 575 employees across five venues, and will provide Calcot Collection with in-depth reports to track employee engagement at all stages of the career process, and identify opportunities for development and improvement. The reports will enable Calcot to establish and reinforce best practice, while The Hub (HGEM’s innovative reporting platform) will give the company access to e-learning modules for ongoing improvement.
Pat Sparkes, HR Manager, Calcot Collection said: “We are pleased to be working with HGEM to monitor employee engagement and identify any areas for improvement. The company’s detailed analysis in this area will help to inform our ongoing strategy and ensure we create the best possible culture for our employees.”
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Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.
Paul AinsworthNovember 15, 2019
CXM Editorial Team
Tony Lynch
G. Dautovic
Jayne Harrison
Ed Thornbury
Josie Klafkowska
Max Eaglen
Alice New
