David Dunbar

Will flexible working lead to flexible learning?

By Dave Dunbar, Head of Advise Anywhere, BT Advise UK

When you think back to your school days, there was just one place for learning: the classroom. But in the present day workplace, we learn in various ways. In fact, it’s said we only gain 10 per cent of our knowledge through formal means: 20 per cent takes place by observing peers, and the majority, a huge 70 per cent, is gained through experience. It makes sense: giving people the information they need as they need it, in a format that compliments the task in hand, is the best way to increase knowledge and understanding.

But, if the way we learn is rooted in the office experience, could this be compromised by mass migration to alternative work settings? Collaborative working creates a two-way environment in which contributing to the learning of others, and teaching ourselves, is a continuous process. Is it possible that our learning will come to a halt if this is no longer the norm? [Read more...]

Sanjay Maraj

Three top tips for shiny happy people

By Sanjay Maraj, Global Practice Head of Mobility, BT Advise

Bad user experience meant that lots of new technology died a death or didn’t realise its full potential, think back to Segway, PalmPilot and even Customer Relationship Management (CRM)… It’s clear that shiny new technology doesn’t automatically result in shiny happy people — this is especially true when it comes to using mobile devices in the workplace. How can we translate the best parts of the consumer mobile experience into the corporate world?

I think it’s complicated but the rewards are great, and here are my three top tips to achieving this:  [Read more...]

AOC PERFORMING ANYWHERE

Infographic: better mobility means better business

Mobility has a massive impact on business. Our mobile devices have become remote controls for our lives and this at-home experience has raised our expectations of the workplace — many employees want ‘complete flexibility’ over when and where they work. While this can be used to streamline processes and get people working when they’re most productive, it can also bring you closer to the customer.

Being flexible has many benefits for both the employer and the employee — 83 per cent of companies expect to see their employees’ productivity rise with better mobility. This handy infographic is packed with stats showing you how better mobility means better business. [Read more...]

Jayne Smith

Using mobility to secure a standing ovation

By: Jayne Smith, Mobility Portfolio Manager

Ballet is a brilliant spectacle to watch; it’s all about precision, timing and strength. These spine-tingling qualities keep audiences coming back for more, but it’s not all down to the dancers, the performance relies on many different elements coming together to create the brilliance. Behind all of this is the director; they have a vital role to play in controlling all the elements — the lighting, the orchestra, the dancers — so that the end performance is smooth and seamless.

In an organisation, the CIO is like the director, enabling their people to work productively and efficiently, regardless of their location. Your people need to transfer from device to device seamlessly, perhaps from their computer at the office to their tablet at home, and they need to do this gracefully without any slips-ups or hold-backs. This is so important because people want the freedom to work when and where they’re most productive, and on the device of their choice. Research shows that giving your employees mobility makes a big difference, both in terms of customer satisfaction and employee productivity. In fact, with the right approach to mobility, an organisation can experience improvements of up to 24 per cent (*) in customer satisfaction and 21 per cent (*) in employee retention. [Read more...]

customer relationships

Reaching a higher level of customer service

Discover how Etisalat became more mobile, more competitive and enjoyed more savings by transforming its workforce management.

When you want to achieve world-class customer service the last thing you need to deal with are paper-based processes which slow your workforce down. Why waste valuable time and money on an outdated process that doesn’t allow you to meet customer demands?

Etisalat, the largest carrier of international voice traffic in the Middle East and Africa realised that their workforce management drastically needed to change. [Read more...]