Why the serviced office sector needs to put more effort into its customer service

Serviced offices at Cheapside

Serviced offices at Cheapside

It’s National Customer Service Week, a week-long initiative set up to inspire businesses to take a step back, look at their customer relations and promote excellence in customer service amongst their teams. Across every business in every sector, excellent customer service is key to gaining and retaining custom, and this is particularly the case when it comes to the serviced office industry. Average customer retention rates are just eight months in the officing sector, so addressing this through improved customer service can have a huge impact on the bottom line. I believe the serviced office industry can do more. There is a danger that low retention rates cause companies to place a greater emphasis on winning new businesses, with existing clients’ needs coming second place. More →

Nearly two thirds of SMEs now trust employees to work flexibly

One of the main arguments against flexible working amongst blue chip organisations – which was well documented following the Yahoo furore earlier this year, is that it is detrimental to fostering a collaborative working culture. Amongst small and medium sized companies, the reasons against are more straightforward, in that it demands a level of trust small business managers can ill afford to bestow unwisely. Now a new survey, carried out among over 200 UK-based SME decision-makers, highlights a growing acceptance of flexible working within these businesses. Well over half (63%) of senior executives say they trust their employees to remain productive when working away from the office, the Citrix-commissioned YouGov survey has shown. More →

Third of Europe’s large firms have already lost data through BYOD

gordian_knotBring Your Own Device remains the Gordian Knot of workplace technology. While firms have tried to label and co-opt the unstoppable propensity of employees to use their own devices for work as a way of cutting the business’s technology costs, they are paying in other ways. As we reported last week many remain unaware of the extent of the practice and of its potential to clash with company policy. Now, the full extent of the inevitable security breach inherent in either sanctioned or unsanctioned use of personal technology is becoming evident. According to a new report from Samsung, around a third of Europe’s largest companies have lost company and confidential data through the practice.

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Open source talent could rewrite the meaning of the term workforce

Open source talent could rewrite the meaning of the term workforce

The digital revolution has changed the definition of the “workplace”, from a physical building where employees go to perform the tasks for which they get paid – to a more flexible model that allows staff to perform and deliver work from a variety of locations. But the employers’ role, i.e. managing the talent wherever they are based, has remained the same. Not for much longer – suggest analysts from Deloitte in a new paper, The Open Talent Economy, which describes the evolving workforce as a mixture of full-time employees, contractors and freelancers and – increasingly – people with no formal ties to a business at all. What’s more, in the future this “open source talent” will ultimately rewrite what the term “workforce” actually means. More →

Over half of UK and US workers still go into work when they are sick

Over half of UK and US workers still go into work when they are sick Over half of UK and US workers still go into work when they’re sick, according to separate surveys from either side of the Atlantic. The US study by Kimberly-Clark Professional found that 59 per cent of people go to work even when they feel ill; with three in 10 saying it was because they were too important to the business operation. In the UK, new YouGov research on behalf of Westfield Health found that exactly the same percentage (59%) of workers turned up despite being unwell because of work commitments; 82 per cent of employees had worked over their contractual hours in the last 12 months and 64 per cent admitted to feeling stressed at work. More →

United States and Europe; closing the gap on flexible working law

Tortoise and hareVermont became the first U.S. state to enact a law requiring employers to consider workers’ requests for a flexible schedule without fear of retaliation. The law, signed by the governor in May, includes a statutory process which requires “good faith” discussions relative to the employee’s needs and the company’s business operations. Despite Vermont’s efforts to make the workplace more accommodating, the United States still lags behind Europe when it comes to flexible work schedules and accommodating family life issues. For example, Vermont is already a decade behind the United Kingdom which passed similar legislation in 2003. The reasons for this are not cut-and-dried either.

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Don’t let the sofas fool you; work can still be red in tooth and claw

Herbert James Draper: Ulysses and the sirens

Herbert James Draper: Ulysses and the sirens

We keep filling our workplaces with sofas, coffee shops and other lifestyle touches while our homes are being slowly eroded by the trappings of work. First it was the fax machine. Then the mobile phone. Then working from home. The places available for us to work is seemingly more diverse than ever. But does this acknowledged trend towards domesticity make the workplace a kinder, gentler place? Maybe on the surface but beware to those who dare succumb to the siren song of these things. Using them could mean the end of your career.A recent conversation I had with an executive highlighted the problems inherent in the mixed messages this “softening” of the work environment brings.

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The rehabilitation of the cubicle and other lessons from 100% Design

UniteSE from KI

UniteSE from KI

As we’ve said before, acoustics has become the dominant theme at office design exhibitions over the past three or four years. That’s been true at shows in Milan, Cologne, Chicago and London and was certainly the case at this year’s 100% Design at Earl’s Court. A quick whizz around the office zone at this year’s event – which is a useful way of getting an impression before you stop to talk to people about the detail of what they’re doing – revealed that well over half of the exhibitors were showcasing products that addressed the issue of acoustics. And yet things have also moved on from recent events, not least in the rehabilitation of that most demonised of all office furniture pieces – the cubicle.

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National work-life week 2013 aims to promote better work-life balance

National work-life week 2013 to promote the importance of work-life balanceEncouraging a healthy work-life balance is one of the keystones of employee wellness programmes. Yet, while most employers would claim they continually address issues such as stress and overwork, the fact that 40 per cent of workplace absences in this country are stress-related tells a different story. According to a new survey by Adecco, a third (34%) of employers are even prepared to cancel someone’s holiday if there is too much work to do in the office. Such practices are being challenged by a week of events dedicated to the promotion of work-life balance. National Work-Life Week 2013 is organised by the charity Working Families and will include a conference ‘Smart Work, Agile Work, Flexible Work’ on Tuesday 24 September. More →

100% Design debate: Is there really a backlash against flexible working?

Ben Munn of Regus and Andrew Mawson of AWA

Ben Munn of Regus and Andrew Mawson of AWA

The decision by Yahoo to ban flexible working earlier this year prompted a bout of navel gazing based on the premise that this marked the beginning of a backlash against the practice. But was that really the case or did it instead prompt a mature and reassuringly widespread  debate about the nature of work and workplaces. Discussing this and related ideas today at 100% Design today will be Ben Munn, MD of Regus Enterprise and Andrew Mawson, MD of Advanced Workplace Associates, chaired by Insight publisher Mark Eltringham. The discussion starts at 3.30 in the Hanging Room in the Office zone.

New research sheds light on why executives persist in stressful work habits

New research sheds light on why executives persist with stressful work habits

There’s a fine line between enjoying the stimulation of a demanding job and feeling burnt out. Lloyds’ chief executive, Antonio Horta-Osorio made headline news in 2011 after being signed off sick with stress and exhaustion. As the recent suicides of two Swiss banking executives have shown, it’s often difficult for pressurised workaholics to admit the job has become too much. A recent US academic study provides some clues as to why senior executives persist in working to unhealthy levels; while research by serviced office provider Business Environment reveals how UK office workers are also prone to stressful work habits. One fifth (21%) take work home at least one to two times a week, and one in five employees (19.6%) have taken time off work due to stress. More →

Businesses report a growing appetite for social media work tools

social-media

Social media, as politicians and celebrities are all too aware is a double edged sword. Just last week David Cameron read out a Twitter message during Prime Minister’s Questions sent to a Labour MP, who had asked people for suggestions about what to ask at PMQs. The first reply was “how happy are you that the Labour leader will still be in place at the next election?” And Cameron himself has not been exempt to the odd twitter gaffe. Social media is such a powerful tool however, that employers can’t afford to ignore it – so demand for enterprise social networks – business tools that use Facebook-style features to allow staff to interact with one another on work projects are on the increase. More →