What is Next for Businesses in This Lockdown World?

All around the world, offices are empty, it's like something out of a post-apocalyptic movie. Suffice to say, these are not normal times, with most businesses being forced to either furlough staff or work from home, businesses are in a limbo state of panic and confusion.

But What If This Is The New Normal?

All of a sudden, those big open-offices and plans for renovations don't seem like such a good idea!

Nobody can predict the length that the lockdown will last, how it will come to an end, and the length of time non-essential key workers will have to remain at home.

But looking forward, what can businesses expect to happen in the future? And what should they learn from this period, to expand and thrive when they are allowed to go back to 'normality'?

My personal opinion is, the lockdown isn't going to end soon unless we get a vaccine, and even if we do, the world of work has changed for good.

If it were to end tomorrow, can we really justify going back to:

Staff queuing in traffic to get to work, to do tasks that they could do at home?
Judging people by attendance, not results?
Spending money on huge offices that aren't needed?
Expecting staff to take the day off to wait in for a tradesman?
A large carbon footprint?

Trust Issues

I've wanted to transform how our company operates for years. I always liked the idea of working from home, but like most bosses, I suffer from trust issues.

These are not something I was born with. They have been collected, along with the (metaphorical) bruises and scars from 30+ years of managing people.

So even though the concept of working from home was always great, and unlike most business owners, I have Cxceed integrated, so monitoring and ensuring the quality of our call center's communications was not a problem, I just wasn't brave enough.

My logical brain said do it, but my limbic brain (my emotional side) always said no, I just couldn't make the jump.

Should You Embrace The Change?

Nobody likes change that they don't initiate, but because I've wanted to do this for years, I'm not fighting it.

But should you embrace the change?

Alter all, not all change is bad. The fact that a virus has upturned traditional work practices doesn't mean that some change wasn't needed.

Working Online Means Catchment Areas Are Widended

When businesses shift to working from home, catchments areas are no longer an issue, meaning previously restricted talent pools will expand exponentially.

The pool could be overflowing with possible candidates who are willing and able to do a fantastic job from home, who wouldn't have been looked at twice before due to their location.

Have a business in Kent, but your best candidate for the job is in Edinburgh? That won't be a problem any more!

For employees, they would not have to worry about their dream job being too far away. No longer do they have to settle for a job that is "kind-of" what they're looking for. Being in the job that you really want is good for everyone - higher moral, increased motivation, and actually knowing what you're doing!

A Working From Home Model Benefits All Staff

Staff can also feel the benefits. They are people - some busy parents, some care givers. They have outside interests that make them happier and more rounded employees. Some struggle to get to work through transport issues, or horrendous rush hour traffic, but these don't always have to be an issue any more.

By allowing staff to work from home, businesses will have happier, more alert staff who want to do their job.

Not only do they not have to waste hours travelling to and from work (this could accumulate to a full day at work for some people), in some cases they can work hours more suitable for them. Moving from the office to the living room has shown positive results, with 68% of British employees saying they are more productive when working remotely.

More productive staff without the costs of an office? Sounds like a bargain of a deal to me!

Of course, this will depend on the type of business they work for. A customer support line wouldn't be very useful if all of their staff wanted to work from 9 pm until 6 am. For some jobs, you have to be there for what are deemed "normal" operating hours. But being flexible and allowing staff to work the sensible hours they want and can do, is a sensible move to allow for a better work-life balance.

Working from 8 am to 6 pm, with a two-hour lunch break could work much better for someone than a 9 am to 5 pm shift, with only one hour for lunch.

Lower Costs

Having staff working from home gives you the option of having more staff work during peak hours, or when you need an extra pair of hands.

Travelling to work to help out for just an hour doesn't make sense, but jumping on the phone to help out for an hour or two from home does. The potential cost savings and customer experience improvements are huge.

Businesses working remotely need fewer people in the office, and that's if they need an office to begin with! After all, businesses are people, not premesis!

Costs can be cut massively by downsizing the head office or getting rid of it.

Recently, the Chief Executive of Barclays, Jes Staley, suggested that the banking giant will now take a de-centralised approach.

“I think the notion of putting 7,000 people in a building may be a thing of the past, and we will find ways to operate with more distancing over a much longer period of time,” he said.

It makes sense. Why have the costs of a big office for all these employees when they can do as good a job, if not better without it?

Heating, electricity, rent, mortgages, food, security; costs all dwindle or are gone completely with staff working remotely, or from home. If your office is anything like ours, cutting down on the coffee and tea costs will be rewarding enough!

You also won't have to worry about anyone leaving the bathroom or kitchen in a mess which probably outweighs any cost out there!

You might have to help your staff out at first if they are working from home, some will need to purchase furniture and equipment, but this initial cost will soon be recouped with the reduces operating costs.

Finally Become a Paperless Office

Those businesses who work with documents such as letters or paper applications can make their workload a lot easier by moving it online. Paper documents are easy to misplace, a huge waste of desk space and take an eternity to send between people.

The paperless office was first talked about in 1975, but it's 2020 and email exists.

Ditching the paper will save time and a lot of money, especially through wages and postage costs. And, from personal experience, it's a lot easier to find a properly named document on the computer than it is find a piece of paper in an overcrowded filing cabinet.

It's Not All Roses

Sorry to be the bearer of bad news, but it's not, and companies who have their staff working from home can suffer from some setbacks.

People not being together in the office can mean the person to person connection is lost, and those working relationships might not either form or carry on.

For some, the office socialising and banter is key to their mental well-being, and without it, you suddenly realise that you're a lot lonelier. That two minute gossip in the kitchen, laughing at someone's bizarre dress sense, all gone.

Similarly, not being in a space filled with like-minded people can reduce creativity, as ideas might not easily bounce off each other over the phone.

Online tools such as Zoom can be used for a quick meeting to shoot some ideas to the team. But the amount of time to set up the meeting, make sure everyone is there is far more time-consuming than just turning around and asking people when in the office space.

Our Plans - A Hybrid Office

We are embracing working from home and are changing our culture. After twenty years building a business and scaling up to more, and bigger offices every three to four years, we are leaving our current Contact Center's building.

We have given notice on the lease and plan to open smaller, hybrid offices, which will become collaboration hubs, where our teams can meet and work together if they want to.

We will encourage 'team working days' where a team will meet up, work and collaborate for the day. Although some staff members may prefer to work everyday day in the office, others will be able to WFH most of the time. Apart from these team working days, it will be up to the individual where they work.

By adapting to the new reality, our teams will continue to develop and improve Cxceed whilst giving exceptional customer service. We will also research and adopt any other applications which are needed to improve communications with our team and customers.

Working from home requires both a change in management mindset and the right tools to ensure that we maintain control over the conversations our staff are having with customers.

If our businesses are to remain productive and our customers happy with the service we provide - we have Cxceed, so that is the tools sorted, to allow that to happen.

If you have any comments or can refine our ideas further, then let us know in the comments below, or if you found this article useful or insightful, share it to a friend to strike up that conversation between yourselves!

Thanks, and stay safe!

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Quora Answer: Is Your Business Prepared for Coronavirus?

Coronavirus (COVID-19) is spreading across the world, and it's looking severe.

As the number of people infected with the COVID-19 virus rises, so does the risk of one of your employees catching it and infecting the rest of your team.

The UK Government has begun to advise thousands of people to self-isolate, and firms in London have already begun to ask employees to work from home as a precautionary measure against the virus. The oil giant, Chevron, asked 300 employees not to go into work to help cut down on the spread.

Employers have a duty of care to ensure there are minimal health risks to employees but how do we achieve this without a lot of people spending time watching Friends on Netflix, instead of working?

So, if the worst comes to the worst, and your business needs to 'self-isolate', here's how you can do it, whilst ensuring your employees remain effective at home.

Fewer Face-to-Face Meetings With Clients

The fewer people you see, the lower the chance you have of catching the virus. Simple maths.

So, physically meeting those business men and women who have been well travelled might not be the best idea - but that doesn't mean you can't meet them!

We live in 2020, a time when we don't even need to meet people face-to-face any more. Instead, it might be a better idea to have these meetings via a video conference, from the comfort of your kitchen. If anything, it can be better to do it this way.

Whilst talking, you can easily show them your screen without having to shuffle laptops around, and being unable to see for yourself. As long as you have a reliable Internet connection, and a webcam you're good to go!

Even just having a microphone can be good enough, as long as it's the same for both parties. And, as a bonus, you only have to tidy up what the camera is showing. Suit jackets and pyjama bottoms can even be a thing!

Visiting clients is a great way to build relationships, but like with the meetings, it might be a good idea to cut down for now. Instead, why not just pick up the phone to see how they're doing?

If anything, this can be more beneficial to you. Now you don't have to spend time going to the location, spending money on fuel, as well as picking up snacks for the road.

When your client has any requests, you might be able to do it straight away from your office, rather than waiting until you get back.

But don't let the virus be only reason you cut down on meeting your clients. By having over-the-phone/video conferences, you're cutting down on those costs we mentioned.

Not only is it better for the environment, but it's better for your wallet whilst saving you a lot of time.

Keep Your Distance

There aren't many better ways to spread a virus than having a load of people in a small space coughing all over each other.

If you can try space everyone out, then do it. Not only will you not have to smell someone's smelly lunch quite as much, but you've also got the freedom to not sneeze all over your desk neighbour.

Get VoIP Phones Before It's Too Late

When your employees aren't in the office, you still want them to make and take phone calls for your business as usual.

Investing in VoIP systems will allow them to do exactly this. Just make a few configurations, and all necessary phone calls will get redirected to them at home - a must-have for anyone working away from the office.

Be warned though - if you're going to invest in them, you should do it sooner rather than later.

If it does become a case of having to self-isolate, they'll all be gone before you even get a chance. Every business will need them, and these systems aren't usually supplied in large bulk. Just a few offices suddenly buying them will clear out a lot of stock.

As VoIP systems will be an essential to allow your employees to work from home effectively, demand will definitely exceed supply.

Get yours now.

Put a Halt to the Handshakes

You might know how to properly wash your hands, but does the person you're giving a handshake? We're not trying to scare you into never touching another human again, but let's have a think about the journey of the person you're shaking hands with:

If they got public transport, think of all the surfaces they've touched on their way. Now think about how many other people have touched it.
It's likely someone has coughed or sneezed - have they caught it, killed it, and binned it?
Who else have they shaken hands with, and who has that person shaken with? It's not farfetched to suggest that down the line, someone has been in close contact with someone that has COVID-19.

Suddenly, a handshake doesn't seem so friendly...

Sanitize For Your Own Sanity!

If you haven't got the message that's being spread around faster than the virus itself, you need to keep your hands clean!

It's recommended that you wash your hands for 20 seconds, or sing "Happy Birthday" to yourself twice - the latter will definitely keep everyone else away, as you begin to look insane!

With everyone washing their hands more regularly than before, you'll need to stock up on dispensable soap and hand sanitizer.

Be careful where you buy it though, as some cheeky sellers have decided to cash in on the latest 'craze'.

£39.99 for 3 tiny bottles? No thanks, I think I'd rather get the virus...

And whilst I'm at it, how dare they only send by 2nd class?! Don't they know there's a world-wide panic going on? We need it NOW!

Amazon has been having none of it though, as they banned over 10,000 users who tried to hike the price up.

A quick shop around, or a visit to your local bargain store will provide you with a much more reasonable price!

Get Your Tissues Ready

Whilst you're at the shops, why not pick up some a few boxes of tissues?

We've all been guilty of sneezing into our hands and not cleaning them (not mentioning any names). Now there're no excuses for snot-covered desks and keyboards. Catch it, kill it, bin it.

Clean Your Keyboard

It might seem silly, but your keyboard is probably the dirtiest thing on your desk.

Every day you sit over it, typing away, as hairs, skin flakes, crumbs, dust and other bacteria fall in between the keys.

Now, to clean it, there are two ways - but it depends on how dedicated you are to the cause.

1. You could take off every key, clean each one, and then the board underneath it. This is definitely the best way, until you put the keys in the wrong place! And as they say: time is money.

2. The way I've done it. Get a good old can of compressed air and spray in-between the keys, give it a good shake, and see what comes out. Then after give it a wipe down with some anti-bacterial type wash.

TOP TIP: unplug your keyboard BEFORE you do either of these.

Don't Rely On One Person

Everyone has their own jobs that they take care of - but can someone else take their place if they're not there?

Ask yourself this question for every task your business does. If there's a job that only one person can do, you could be in trouble. What happens if they suddenly have to self-quarantine, and can't do their job?

Some small tasks you might be able to get away with and learn on the spot, but others, such as coding and web-design, you cannot.

Therefore, it's important to ensure everyone has a wide range of skills and has some level of know-how for their colleagues job. They don't have to be as good, or better (if they are, why aren't they doing it in the first place?!) but should at least have a decent understanding.

This isn't just a rule for viruses, but is a top tip for at any time. You never know what might happen to your star employee - just don't leave a big hole in your company when it does happen!

Working From Home

The easiest way, and most obvious, way to avoid the risk of spreading the virus is by asking your employees to work from home. For many staff, this would be welcomed!

Sitting at home in their cosy office, not getting distracted by colleagues talking loudly on the phone, and being able to make a brew without having to offer one to anyone else!

Getting your employees to work from home is probably the most straight-forward way to ensure your employees aren't contaminating each other (and yourself), but for many managers this option can be a little concerning.

The Right Equipment

Employees can come to the office and carry their role out perfectly well, but will they be able to do the same once in their kitchen at home?

You need to ensure that staff have the correct equipment to do their job, so Laptops if they don't own a personal computer, network cables to ensure the fastest speeds are achieved to do the work.

If they don't have an internet connection at home then that opens up a whole new headache!

Security

When employees are working from home it's likely that they'll need access to private or secure data.

Therefore, you need to make sure their firewalls are secure. Not everyone is a techno-wizard like your IT team, so you might need to show them how, either in office, or by screen sharing when they're at home.

If you take the second option, you will be able to rest easy, knowing they have the capability to set it up.

Are You Getting the Same Effort?

When we're at home, we naturally relax a little and lower our standards - even if we don't mean to.

As standards slip, communications with your customers may begin to suffer. Whilst COVID-19 may not be around for ever, the customer reputation you develop will be!

How do you know your employees are still putting in the same effort? If they're on the phone, it's impossible to know how well they're doing... isn't it?

Actually, no!

Use a System to Keep Control of Your Employees

No matter how much you trust your employees, allowing them to work from home is a risky, especially when their job includes communicating to current and potential customers, so it's important to be able to track their progress from home, which you can now do.

Cxceed is a Quantity Assurance System that makes it easy to evaluate the communications your staff are having with your customers.

Using customer feedback, as well as AI, Cxceed identifies which communications require an evaluation - allowing you to spend your time on the ones that need your attention.

It's never been easier to keep an eye on your employees and ensure they're doing exactly as you asked!

Train From Home

As well as allowing for quick and easy evaluations, Cxceed allows you to easily mark a selection of the best and worst conversations your staff are having with customers.

These can be assigned to the individual who undertook the communication, as well as their peers. Allowing your staff to evaluate their own interactions shows that you trust their judgment, and can be a great motivator.

By creating such a unique level of transparency in the evaluation process, everyone will begin to understand and have clarity over the required expectations, and find they can meet them easier.

Every conversation becomes an opportunity to train, improve, and motivate your team! It doesn't matter whether your employees are making calls from the office, or their bedroom - they can easily connect to Cxceed.

Of course, you don't need a global pandemic to get started with Cxceed. Why not get started today, and then you'll be able to improve your business no-matter the situation!

Start Testing Now

It might not be time to send every home, but that doesn't mean you can't test it.

The last thing you want is to send all your employees home one day to find out that all the planning and technology has failed. By getting a few members of the office to trail it, you can iron out any issues to ensure the business runs just as smoothly at home as it does in the office.

Not only this, but those who have been asked to work from home now won't be able to spread or catch the virus from anyone else in the office. If the worst does happen, and one of your staff members does get infected, then at least your whole team won't go down with it.

Better to have 50% of the office working from home than off sick!

Publish Your Action Plan

Now that you know your course of action, you need to make sure everyone else does!

Publish your action plan, and make sure your employees know about it. Have team meetings, send out emails, put posters up around the office. Just make sure everyone is on the same page!

So, even if Coronavirus forces us all to hibernate, it doesn't have to put a halt to your business!

With Cxceed, you can easily keep track of your employees communications, and help them improve - no matter where they are.

If your business was to go into a self-lockdown, how would you cope? Let us know in the comments section!

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