October 4, 2017
VodafoneZiggo workplace in Rotterdam sets out to redefine call centre design
When you think of a call centre you probably picture a line of people seated in row upon row of desks in a featureless room. But call centre design is changing. As companies recognise their growing importance, the boiler room approach is disappearing and call centres are beginning to morph into a corporate centrepiece. Dutch telecoms company Ziggo is a case in point. The company merged with Vodafone in 2017 and today offers broadband and mobile services to both residential and commercial customers across the Netherlands. It has a large call centre and like many companies invests significant resources in training call centre employees in both technology and interpersonal skills. VodafoneZiggo’s call centre in Rotterdam, designed by Evolution Design is spread over several large open plan areas, which were converted into series of smaller work spaces, using low cost solutions such as simple wooden frames, acoustic panelling or a change of flooring to demarcate different zones. Staff can now choose to work in areas as diverse as a plant covered ‘greenhouse’, open plan spaces with bright yellow accents and colourful floor tiles or in a more urban-style zone that uses reclaimed wooden pallets to divide and decorate. Throughout the centre, desks are height adjustable so employees can choose whether to sit or stand. There is also a central reception area with meeting and training rooms and a colourful break out space with comfortable sofas, a café and a games zone complete with table football and video games.
The number of large scale Internet of Things (IoT) projects have doubled in the last year, as projects move from small pilots to global rollouts, according to Vodafone’s fifth annual IoT Barometer Report. The range of benefits that users are getting from IoT is also widening as adoption increases – greater business insights, reduced costs and improved employee productivity top the list globally. Large scale users report some of the biggest business gains with 67 percent of them highlighting significant returns from the use of IoT. Energy and utility companies are at the forefront of the largest IoT projects worldwide, with applications such as smart meters and pipeline monitoring. Security in IoT is still the biggest barrier for organisations regarding deployment. However, in companies with 10,000 or more connected devices in operation only 7 percent say security is their top worry. Organisations are taking more steps to tackle security concerns including an increase in security training for existing staff, working with specialist security providers and recruiting more IT security specialists.
UK workers are still uncomfortable about having honest conversations at work, with nearly two thirds (61 percent) feel they keep an aspect of their lives hidden in the workplace. The research from Inclusive Employers found family difficulties (46 percent) was the most likely hidden issue at work, followed by mental health (31 percent). One in five also admitted they would hide their sexual orientation while at work. It also found a generational divide, with 67 percent of employees aged between 18 -24 years old keeping something secret compared to 55 percent of those over aged 55 years or over. The data, released to mark National Inclusion Week 2017, found this lack of openness can have negative impacts on workers and employers, with over a quarter of workers (26 percent) admitting they would feel less connected to their workplace if they hid an aspect of themselves and 18 percent saying their performance would suffer.
A third of line managers have admitted they would struggle to identify mental health issues and a similar percentage wouldn’t know what to do if a team member had a mental health problem. This is according to new data from Bupa which argues that while mental health and wellbeing support in the workplace has significantly improved in recent years, and employer support is gaining attention with two in five managers being trained; line managers would still benefit from support and advice to identify mental health issues within their teams. These findings come at a time when NHS figures identify that almost a third of fit notes issued by GPs are for mental health problems – making it the most common reason for people to be signed off from work. Recognition of the role employer support plays in helping colleagues with mental health conditions is clear as two in five (41 percent) line managers have already received related training from their employer. And conversations around mental health at work are being reframed as more than a third (35 percent) of employees feel more comfortable talking to their manager about their mental health than before.
In the same week that Gartner offered some useful insights into the building blocks for a successful 
October 2, 2017
Time to start a new culture to tackle stigma on mental wellbeing issues in the workplace
by Kate Cooper • Comment, Wellbeing
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