Customer expectations influence agile working

High expectations of customer service from clients is forcing staff to work longer hours, according to research.

A recent study of UK business leaders by YouGov for Ring Central, a cloud computing business found that people worked long into the evening, responding to emails and answering telephone calls as late as 10.00pm.

According to the study, more than three-quarters of business leaders reply to work emails after 6pm, with more than a third of UK workers, now working more than 10 hours a day. Some of the key issues that are driving this change are client’s expectations’ of availability, the speed that we can respond to queries, and the increased competition among businesses to provide excellent customer service.

Business owners have concluded that clients are becoming demanding when it comes to getting hold of the right person first time. The general manager, EMEA, Ring Central UK, said “Working life no longer relies on location and traditional office hours, but much more on the customer service you can provide clients, irrespective of where you are”.

With 93 per cent of people now doing some work from home, and 76 per cent working while travelling, an agile working philosophy is paramount if organisations are to be successful. An agile office will empower staff to choose their own work setting to suit the activity they are working on.

With up to 78 per cent of people believing that agile working is important for the productivity levels it has never been more important for managers to take action, and learn how to increase their workplace performance.

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