Unify Blog

A dozen years ago, a good friend of mine passed up an excellent job offer because it was office-based on the other side of the city, and the commute would have been ninety minutes each way.  With two very young children and a wife that works, he had to make a tough call and prioritize.  Having said that – it was also true that his current employer (a large global technology company) had provided him with flexible working terms.

Flexible hours and choice of working from home part of the time has meant a lot for many workers, even going back more than a decade. In this case, work flexibility alone trumped salary benefits or title advances, and led him to stay (happily) with his current employer.

Now fast forward to 2014. Flexible working terms have almost become the ‘new normal’ for many employers and employees. In fact, it is being legislated to some degree in many countries to allow for child-care and elder-care among working families.   But many companies — sometimes for very good business reasons (or sometimes not so good reasons) do not provide flexible working terms for their employees at all.  Read more ›

Posted in New Way To Work

It’s time to be completely honest. How would your hard earned reputation be affected if you were no longer able to provide service and support to your customers? What do/ would you do if a disaster strikes and your contact center goes down? Or as prevention is better than the cure, how do you stop your contact center from going down in the first place?

Whether it’s flooding, power outage or another emergency, there are many examples that demonstrate how quickly and unexpectedly a major event can happen that impacts business operations. Not only is there lost revenue when disaster strikes, but there are often long-term reputation consequences as a result of being shut-down or delivering a less than satisfactory customer experience. Read more ›

Posted in Customer Service

There’s nothing better than options, especially when it comes to communications. Workers now have the ability to convey a message to a colleague, client, vendor or partner via email, text, instant message phone or … What’s the other one? … Oh, yeah, face-to-face. But which mode of communication is optimal for each conversation? Here’s a breakdown of how each mode excels and how to choose the best one for every message:

Email vs. Phone

The decision of whether to send an email or make a phone call has been plaguing workers for decades. Read more ›

Posted in New Way To Work

Our CMO, Bill Hurley’s latest blog, got me thinkingIn the post he explores the idea of a business having a “Digital IQ”.  Bill defines a digital IQ as the measure of how effectively a company wields technology to optimize processes and to establish capabilities that form the basis for recurring innovation.”

Which makes sense for an organisation – but what about on an individual/ personal basis? We all have a Digital IQ – and should it be measured by how quickly we grasp technology and apply it to be better, smarter and more productive? Or is there another side (as there always is) and a more emotional IQ element? Read more ›

Posted in New Way To Work, Virtual Teams

Quick: You have to send a message to a colleague that requires a fast reply but is business-critical. Is text too informal? Is email too slow? Does anyone actually answer his phone anymore? Which mode of communication should you choose?

It’s a good thing that we have so many workplace communication options, but at the same time it can be challenging to determine how and when to use each. To avoid figuring out what works best in this unified communications culture through trial (with the inevitable resulting error), consider the following tips to get everyone on the same page: Read more ›

Posted in New Way To Work

As the blogosphere continues to explode with dialog on the topic of Generation-Y and “Millennials”, one thought has continued to nag at me – are they really that different than the rest of us?

For the cohort of who have seen Gen-Y workers merge into the professional world in the past decade, we’ve come to learn that they like to use the web, social networks and their mobile devices. And, they prefer to collaborate and seek feedback, and value flexible work lifestyles and work-life balance.

But wait – as far as I can tell, most of the Gen-X and Boomers that I know have very similar habits, preferences and values.  In fact, I would venture to say that most of the technology and products that enable what we call the ‘new way to work’ were conceived and built by the over-35 crowd, or even older (e.g. Steve Jobs). And, we have all adopted new ways, preferences and technologies as part of our daily existence. Read more ›

Posted in Millennials, New Way To Work