Category Archives: Service Operations
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The expansion of the distributed workforce is on the rise. If you do not already work with a fully- or partially-distributed team, you might find your situation changing soon. In the recent survey of Wrike, popular provider of task management software, 66% of respondents believed that their office might go fully virtual by 2017. With that incredible statistic in mind, we need to prepare the knowledge now on how to keep our teams motivated and driven when they’re geographically apart.
Tony Hsieh, CEO of Zappos, a brand famous for its positive company culture, says, “You can’t deliver good service from unhappy employees.” Motivating and ensuring the happiness of your staff must be a priority in order to succeed.
In line with Hsieh’s beliefs, Wrike’s productivity survey found that the top productivity boosters are (in order): a sense of responsibility, a good mood, and a possible reward. And below, we forge these ideas into 3 best management practices that you can use today or in the future to inspire your team even when it’s spread all over the globe.
To encourage this in your employees, work ownership is key. Make your employees accountable for a project’s success and see how it affects their results. Harvard Business Review agrees that the best way to empower your employees is by giving them responsibility and autonomy. This idea founded a new “managerial” (or lack thereof) style: self-organizing teams, which are popular in agile software development. For example, a dynamic software company /ut7 dared to try it and gave full ownership to their employees, i.e. no more managers. And as a result, they always deliver their work on time. Treehouse similarly adopted a flat org chart, and it has kept everyone accountable because there is no place to hide if a project falls flat – the responsibility is on your shoulders. When you trust your employees to create bright, innovative work without micromanagement, it creates an incentive for hard work and dedication to projects.
One more powerful method of empowerment is encouraging peer review. It will create a culture of responsibility between your employees. This way, managers share some leadership and control over quality with their team members.
How do you create a good mood for your employees when you can’t see them? You build a relationship. Thanks to the advent of video and instant messaging tools, you can easily set up virtual bonding activities. Establish a venue for the “virtual water cooler” to share personal photos, talk about your weekend, or just have simple fun. Volvo IT, an organization with a global workforce of over 60,000 employees, would have one office order food for an office in a different country, thus creating a fun, impromptu office party. If you create an enjoyable distributed-office environment and meet your employees on a personal level, it creates the opportunity for them to feel more connected to the company and your cause.
Another way to create a good mood and also motivate diligence for your employees is to establish open lines of communication. If you provide consistent feedback, and allow them to provide feedback too, it will foster a culture of trust – an environment every employee craves. Furthermore, when you think your employee is having problems, talk to them about their roadblocks, identify the cause of their loss in motivation, and create a solution together.
As an extension of creating a good mood, it is important to reward your employees by showing your appreciation for their work. Ensure that you celebrate the achievement of both short-term goals and long-term goals. Forbes cites a study which found that providing substantial employee recognition shows a 31% decrease in employee turnover rates. With a distributed team it isn’t possible to shake hands or give pats on the back, but you can send encouraging messages or “Employee of the Week/Month” awards through email and chat platforms.
You can also reward your employees for their success through great benefits. In addition to benefits, a well-developed incentive program will encourage your employees to push harder and pass benchmarks of success. Inc. published a list of perks you can afford, such as reimbursement for work-related outings, free food and drinks in the office, and paid volunteer time. Global accommodation-booker Airbnb, which has offices in 12 countries, gives their employees $2,000 a year to travel anywhere on the globe. There is a never-ending list of ideas for what you can provide your employees.
While motivating a distributed team may be difficult, it isn’t impossible. If you understand key productivity motivators, then you can take these ideas and implement them in your virtual workspace.
Have you tried any of these motivation methods before? What has worked for your team?
The deployment of video conferencing booms in many companies. This way they can save costs and increase productivity. In earlier days video conferencing was reserved for top management but this has changed fundamentally. Today video conferences are used by all employees for their daily communication.
Today many companies own 500+ video conference rooms and 10thousands of desktop video conference users. The demand for professional video conferences is growing further and has been up to 30% a year.
The company’s structure used to be set up in a way to correspond to the needs of top management as a strictly controlled managed service. This strictly controlled managed services offers a high security standard for the company, however accounts for a big amount of the budget at the same time.
A remedy can be found in video conference self-services. The big advantage here is the high scalability and the reduced costs compared to the encompassing managed service. The video conference self-service should generally serve as an addition to the existing managed service structures.
Anyone thinking about implementing a video conference self-service should take note of the following five points:
In case you use a high quality managed service already, it will not be an option to not use this service in the future. It is important to manage the user expectations and clearly state for which purposes the self-service is intended. A self-service should predominantly be accessible for all employees. The managed service still makes sense for important meetings of the top management, etc. It can be helpful to communicate the costs of the managed service transparently to the users – a measure which might change their mind rather quickly.
Be aware that existing video conference infrastructure often is not tailored to the needs of the video conference self-service. Ordinary video conference infrastructures only enable low scalability, which means that video conference ports are not unlimited. It might make sense to use a software based video conference structure. These allow for high scalability and low operation costs. Initially it might make sense to use a cloud video conference service.
Video conference self-service does not mean that normal business can be compromised and the solution automatically works – to the contrary! For high user satisfaction the video conference infrastructure has to be stable, questions of users have to be answered timely and competent and the administration of accounts and virtual video conference rooms has to be managed.
If you offer a video conference self-service, you also have to educate the users in a way that they are able to use the service right. Training is important. That can be seminars, booklets, eLearning training videos and intranet pages.
The introduction of a video conference self-service can lead to an enormous demand. Some companies measured the double demand within a year. Pay attention to the impact on your network and on your video conference infrastructure as well as on the daily business. The budget planning should grow too, because financial resources are especially scarce during the year.
I hope these are some good pointers for all our readers considering to look into add a self-service to their portfolio. If you have made any experiences yet around this or just want to share your thoughts, please feel invited to do so in the comments box below. Many thanks!
For the last couple of years, the internet has provided opportunities for people to work not only in the offices but also in their homes. This is through “working from home” business that is currently popular among many people in the world because of the numerous business ideas possible through it. So, what are examples of business ideas that enables people to work from home?
Freelancing is one of the home based business idea that will enable you to work from home while providing services to the rest of the world population. Currently numerous websites offer online businesses that make a good business idea once implemented. This will let you work from home at the same time enhances create jobs to other people whom you hire to assist in your everyday chores.
TeleEducation – Internet technology has enhanced the process of education by enlarging the accessibility of these services. This is a great work from home business opportunity. Through video conferencing services, you will be able to tutor thousands of students that need tutoring services through internet in your home. Many people are currently using this new business opportunity to earn amazing amounts of money. This has allowed people working from home without the need of travelling to these academic institutions.
TeleHealth – Provision of medical advisory services is another idea to work from home business especially if you have a medical background. Instead of seeking to work in a hospital, you can subdivide your house to medical room where you offer services to clients that are indeed of medical services. This will not only create huge amounts of dollars but also create jobs for those people who will help you conduct the services. In addition, you can also offer virtual medical assistance through the internet where you help even those people beyond your geographical reach.
The internet also offers another amazing opportunity to provide virtual assistance especially in office functions. Through the internet, at your home, you can find a job as an office assistant. This will enable you to exercise any delegated office job such as answering of mails, drafting letters as well as memos among other numerous services. This will not only be a good opportunity to earn money from home but also ensures that corporate communication with the clients is enhanced to greater heights. To gain leverage, you have to be familiar with some of the most common tools used by businesses. Look at this Pure Leverage review to learn a few.
Offering advisory services in the engineering services is one of the ways to create a home based business especially if you have an engineering training background. Currently there are numerous clients both online and offline that needs construction services. Through your services, you can solve their problems that will help you make money at home without the worry travelling to an office. This will also improve accessibility especially when you are settled in a strategic position.
I believe the above top ideas on how start a home based business that will enable you working from home without worrying about the need to reach the office at the appropriate time.
“Hello, I am your Videoconference Operator. How can I help you?”
It is 9.30 am. The reception of the conference facility welcomes a group and accompanies them to their previously booked videoconference room. When coming to the room they see their colleagues have already arrived and started with the preparations. A colleague of the group cannot make it on time and has informed the other group members that he wants to participate via telephone. He is already dialed in and takes part in the preparations. A 30 minutes preparatory meeting takes place. Afterwards a signal is given and at 10 am sharp the business partners are connected as well. The negotiations can begin. In the background works the managed service.
That is how daily business can look like with managed services. In the example we have chosen, a back-office videoconference operator prepared the videoconference. The preparations begin before the actual videoconference with the operator testing all videoconference rooms that will be dialed in. Thus a smooth running of the videoconference is ensured. Problems can be identified and solved beforehand. Special requirements or processes can be adequately tested and when in doubt be revised.
Also for the colleague who could not come to the conference room in person, a managed service has advantages. The responsible operator can quickly take action and change the infrastructure according to the new circumstances. He opens the dial in port for the telephone and immediately passes that information on to the participant.
The participants from the business partner also profit from the videoconference operator. While the preparatory meeting still goes on, he already has “taken care” of the “external” location. The location is connected in a sub-conference and audio and video quality are tested. After a successful check the room awaits the starting signal to enter the main conference. After the participants have given their “OK” the external location has been connected to the main conference and the meeting can begin.
These and others are the daily tasks of a managed service videoconference operator. Our example illustrated the preparation and testing in a pre-call, which allows the participants to completely focus on the videoconference itself. Technical functionality and completeness of the meeting are taken over by the operator.
Working according to time schedules also is a means of organizers to be able to draw up very complex videoconference settings and allows participants a high degree of flexibility.
Videoconference monitoring is another task that will be taken care by the operator. In case of technical problems the operator can react immediately. This however does not mean that the operator is able to follow the content of the conference. He rather monitors the endpoints and the infrastructure and thus is able to identify alarms or other abnormalities and quickly analyze and solve them. This guarantees a smooth and uninterrupted videoconference. The participant can focus a 100% on the meeting, because he is not distracted by operational details.
Managed services account for an increasing efficiency and reliability in videoconferences, which also presents new opportunities.
Do you have experiences with this topic? Have you ever been in a situation where you would have wanted an operator? I am looking forward to your stories and reactions!
It was found in a recent study that around 20% of employees around the world spend a part of their work week doing their jobs from home.
Seven percent of these are those who work from home every day. Telecommuting, remote work or telework is an arrangement wherein the employees do not come in their office (or commute, hence the term) or to a central place of work.
Some work from at home while others work from coffee shops or other locations. This type of arrangement is becoming widely used among different companies all over the world although their views and standards of these countries are far from the same.
For starters, it can actually save the company millions of dollars. It has a significant impact on a company’s overhead expenses, at the same time helps employees save money but cutting on a commute or gas costs. Similarly, less commuters and less car users also reduce traffic congestion, road accidents and pollutants.
The flexibility of time has also helped many employees balance their life better between work and the home. Studies have shown that an employee’s productivity increases in a telecommuting arrangement. It was even found that around 75% of business or organization owners notice happier employees. This may be credited to the fact that some employees get more stressed as they are in their workplaces.
Telecommuting has also been found to possibly help keep 83% more talented women in the workplace instead of leaving in order to stay at home.
Technology has made it easy for companies and their employees to stay in touch even when they do not physically see each other in the office. For example, with a stable Internet connection, employees can still be part of conferences via some web conferencing software or phone systems. Many companies have also developed their products, like the RingCentral virtual PBX, to accommodate the growing number of companies that have telecommuters. Employees are also able to access the company’s network, and send e-mails and reports via the Internet.
But as many benefits as it has, telecommuting has also raised some drawbacks and concerns as well.
Perhaps one of the biggest concerns of employers is “losing control” over their employees who choose to work from at home. Experts say that telecommuting only works when employers hold their people responsible for the work they are doing from at home or outside the office.
At first, productivity rate was seen to drop, most probably because those concerned are still adjusting to the “new work regimen.” In the long term, however, surveys have found that the productivity of teleworkers will climb eventually.
Another concern is that in telework arrangements, employees need to work harder to maintain good relationships with their co-workers. Not seeing them every day may cause certain conflicts to arise and some telecommuters even feel a sense of disconnection from their office.
Security is also another issue that has been raised with regards telecommuting. It was found that many telecommuters do not use their company’s data backup system that may put a lot of sensitive information at risk. Information technology issues have also been raised as one of the main problems of working from a location outside the office.
Telecommuting, in some cases, may also negatively affect a person’s career. In a recent survey it was found that people who telework are less likely to get promoted because executives cannot promote people into leadership roles if they haven’t been consistently seen and monitored.
There indeed is a lot of improvement needed for those who allow telecommuting in their offices. But one thing is certain. By giving a lot of support to their employees, businesses will definitely benefit from their being more productive, happier and healthier, regardless of where they choose to work.