Call Recording Featured Article

In an update that portends bigger things to come, a new report shows that Europe’s hyper-connected, increasingly mobile workforce has high expectations regarding the technology they should have access to at work, and the impact it could have on their performance.

In a report from industry site Training Journal (TJ), it was noted that ‘The CloudReady Report’ – commissioned by workforce management company Kronos (News - Alert) and conducted among workers at small and midsize businesses (SMBs) – had some new insights into what employees have come to expect, especially from technology-intensive workplaces like call centers.

“The report revealed extensive use of cloud applications amongst workers and a desire to integrate cloud into everyday activities and processes that underpin business productivity,” TJ reported. “Nearly two-thirds (64 percent) of workers believe cloud applications play an important role in supporting their day-to-day work. Eighty-three percent report that, given the opportunity, they would prefer to use cloud applications over those deployed on premise. Eight in ten (79 percent) expect the trend of people using cloud applications for work purposes to increase over the next two years.”

In a surprise, it was noted that today’s workers expect as a matter of course for their employers to provide them with both reliable software (86 percent) and reliable hardware (84 percent) to be able to do their jobs. Most respondents (three-quarters) were adamant that this was something they expected even more than a competitive salary.

And it’s worth noting – especially for contact center management – that nearly half (49 percent) of those workers surveyed consider the quality of available technology and applications when considering one employer over another. Not surprisingly, this ‘requirement’ is more notable among those aged 18 to 24 (59 percent) compared to those aged over 55 (36 percent).

“Currently workers are freestyling with cloud apps and derive real value from the technology when speed, simplicity, and security are all addressed,” said Brenda Morris, general manager at Kronos U.K. “It’s now essential that more SMBs look at how harnessing the cloud can not only transform productivity, but also deliver a platform for them to compete in an increasingly competitive environment.”