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Kill the sacred cows of the new workforce

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A study has revealed a link between an employee’s ownership of their career and the means of how they expand that career. While employees like good coffee, more than 60% of them would prefer improvements on their desks, says CHRIS BUCHANAN, Dell Director – End user computing – Africa.

A happy employee is a productive employee. So we decided a few months/years ago to give our sales teams something that would make them happy. We turned our break room into a modern Silicon Valley enclave, complete with foosball tables and a barista. Really nice stuff and the staff were very keen for it.

If only I had known better…

To give you an alternative perspective, let me ask a question. Where is the world’s largest cemetery? You may hazard a few guesses, but would any of them be Facebook? Everyday, 10,000 of the social media giant’s users die. That’s incredible – and unheard of. It challenges our perception of the world around us.

But do we bring these new perceptions into our organisations? Not nearly often enough. We still treat workplaces with the same thinking as we always did. And yet the workers of today have very different expectations.

I’m a customer experience guy, with a love for technology. I enjoy it when humans are uplifted and can do more for themselves, especially with the right tech on their side. But I continue to be amazed how the small things, such as the aesthetics of a device, can excite an employee – and that’s just the tip of the iceberg.

What Employees Really Want

Dell recently completed a multi-year study with Intel and the Institute For Future Technology. The results were astounding. Here’s a sample: 32 percent of graduates today will turn down a job if they don’t feel the tech they are provided with will enable them to do the job properly.

Not foosball tables or baristas (though I must add our staff are very happy with those additions!).

The study revealed a clear link between an employee’s ownership of their career and the means of how they expand that career. While employees like good coffee, more than 60 percent of them would prefer improvements on their desks than nice amenities.

This is where the technology comes in. This is an opportunity for IT managers everywhere.

Here’s another question: if you can improve someone’s desk, what would you add? There are many good ideas, but what about headphones? Absurd! Everyone has headphones! Except they don’t – the study shows that many employees see a good pair of headphones as the perfect cure for a busy and noisy office environment. It helps keep them focused.

The same for dual monitors. A second monitor can boost employee productivity by 19 percent. Combine that over a week and it’s nearly an entire day’s extra productivity.

Small Things Matter Most

One of my ongoing challenges in an organisation is the way IT treats employees. We technologists give lip service to the fact that we should be treating our employees as customers. When someone arrives, they might get the device they need only three days later, and then they get the model based on management levels. Little consideration goes into what people are going to do and how they will be productive.

Humans are becoming digital conductors. You don’t think about electricity anymore – it’s just there and you switch it on. That’s the way modern workers look at technology – it’s expected.

The effect goes beyond gadgets on desks. How long does it take to sign up a new employee? They would normally have loads of paperwork to process, which means they are not hitting the ground running. Yet it is certain their CV was sent in an electronic format. If your IT systems could capture that information digitally, it would preempt their paperwork and get them started faster. Everyone will thank you for that one.

Employee journeys are becoming as important as customer journeys. You want to retain good talent and enable them to excel. You don’t really have a choice, because they expect this. The good news is that you already have the power to make those changes, providing you understand the workforce.

Empower The Personas

There are five general personas in most companies: Desk-centric workers who spend half their time as a desk, corridor warriors who spend half their time in meetings, the on-the-go pro who travels a lot, remote employees who work from home, and specialised employees who operate in special environments such as remote audits of sites.

These are not carved in stone, but they give a general idea of who works for the business and what they need. Meeting those needs in practical and often simple technological ways helps keep them productive and motivated.

To tap this momentum, you need to step out of traditional thinking. Get rid of your sacred cows: a nice break room is not as important as multiple monitors or reliable remote access. Change your mindset and then query the digital readiness of your organisation. Get it to the cutting edge.

Study your workforce’s digital maturity levels and engage with HR – they know better than everyone which personas are inside your walls. Finally, create employee resource groups to give feedback. Employees are not meant to be only seen and not heard. If they have your ear, they can help you see the future.

I don’t regret our new break room. In fact, it’s pretty great. But back then I thought you had to go big to impress your workforce. That’s a sacred cow, the old way of thinking. Many small gestures are better than a few big ones. People remember the small touches that technology can deliver.

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Huawei goes ultra-premium

Porsche Design and Huawei have launched the Porsche Design Huawei Mate RS in South Africa exclusive to MTN and retailing for R 26 459.

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The Porsche Design Huawei Mate RS boasts features like the world’s first dual fingerprint design, including an in-screen fingerprint sensor, the world’s first Artificial Intelligence (AI) processor and Leica triple camera with 40MP image capture.

“After the overwhelming success of the Porsche Design Huawei Mate 10 Pro in South Africa, we now bring you our latest offering, a perfect blend of innovation in a smartphone and luxury design,” said Likun Zhao, Vice President of Huawei Consumer Business Group Southern Africa. “From three-point security feature including facial recognition, rear fingerprint scanner and the new innovative in-screen fingerprint to the Leica triple camera system. it culminates in an unprecedented experience for our customers.”

The device incorporates Porsche Design’s signature design language and Huawei’s breakthrough technology.  The phone has a 6” 2K curved OLED screen and symmetrical look, minimalist feel and 8-edged 3D curved glass body.

High performance is symbolised by the naming of the smartphone: the term “RS” in the world of Porsche motorsport stands for outstanding racing performance.

Huawei provided the following information on The Porsche Design Huawei Mate RS benefits and features :

·         The world’s first dual fingerprint scanner for enhanced convenience, allowing users to wake and unlock the device simply, thanks to an in-screen fingerprint sensor. Hover to wake the device, touch to unlock it

·         The winning combination of Leica triple camera with 40MP RGB sensor technology and exceptional photography powered by Master AI. This combination puts effortless, eye-catching photography at the fingertips of those looking to immortalise their favourite moments. Combined with 5 x hybrid zoom, and the world’s first AI image stabilisation on a smartphone camera ensures photography lovers can capture the best shots with exceptional clarity in almost any situation

·         The Porsche Design Huawei Mate RS is the first Huawei handset to allow quick wireless charging, making it even easier to keep the phone topped up and ready to go and, thanks to its long lasting battery, users will easily be powered through the busiest of days

·         An ‘intelligent’ smartphone, the powerful AI processor automatically tailors the performance of the phone according to how it is used – constantly learning, understanding and anticipating needs, it is the perfect personal assistant for the pocket

·         256GB of internal storage means those constantly on the go and constantly on their phone can be worry free

·         Dual SLS (super linear system) speakers with DOLBY ATMOS enable users to have a superior experience, with the best immersive surround sound and entertainment on the go

·         Splash, water and dust resistant, which means there is no need to worry about damaging the device in the rain or accidentally dropping it in water

Jan Becker, CEO Porsche Design Group, said: “Both Porsche Design and Huawei seek to imagine and develop products that stand for precision and perfection, intelligent functionality and highly sophisticated design. Our aim was to create an outstanding device that goes one step further. We believe we have reached this goal by taking our partnership to the next level.”

Porsche Design and Huawei have worked in tandem to develop a smartphone that fuses together the two brands’ DNA, wealth of experience in design and technology, industry-leading expertise and exceptional performance. Through the use of colour in the device’s body, software themes and accessories, the new handset is accentuated with Porsche Design’s distinguished aesthetic and purist, minimalist feel.

The Porsche Design Huawei Mate RS will be available to purchase exclusively from MTN at R 26 459.

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Cross-channel chat launched

Clickatell has launched a cross-channel live chat service, Touch Go, that transforms omni-channel customer care.

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It enables live chat across a company’s website as well as social platforms (Twitter and Facebook) and mobile apps, bringing customer care and engagement into a single business platform.

“Today’s consumers expect to engage with your brand on the digital channel of their choosing,” says Deon van Heerden, Clickatell Engage CEO and Group CFO. “They want to message your business and instantly have queries resolved, find the information and services they are looking for, without the need for a voice call. Clickatell’s Touch Go makes that happen with the right level of capabilities for businesses of all sizes.”

Businesses can start using Touch Go immediately, with a free Starter option. Touch Go requires no credit card for sign-up and is fully featured with a simple setup process. It offers customisable branding, a unified chat desk business application as well as reports and analytics.

As the business scales up its digital customer care, it can opt-in for the Touch Enterprise offering. Touch Enterprise is designed for scaling up customer care efforts through advanced capabilities including AI driven virtual agents, sentiment analysis, automated workflows, enterprise integrations and in-channel mini-applications.

“Customer care has become a defining factor for sustained business success ” says Nirmal Nair, Clickatell Engage EVP Product & Marketing. “In an ever-increasing mobile native world, customers often choose to interact digitally, but they also expect to be able to reach a human immediately, should they need. Monitoring multiple channels and providing immediate action becomes challenging with siloed deployments. Touch’s unified solution allows businesses of all sizes to provide the customer delight in a simple modular approach.”

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