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Whitepaper launch: Generations – Cohort views on CX and the workplace

Blog
9th September 2019

Webhelp’s latest Disruptor Series Whitepaper, which highlights the impact of generational influences on CX. For the launch, Gillian Campbell, Chief People Officer UK Region & Director Global Engagement, takes a look at employee issues and how they will affect the workforce moving forward.

Today’s workforce is at a turning point, as it takes on the challenge of the post Baby Boomer generational shift, which will result in both a profound global population change and a transformation in the employee relationship.

Webhelp’s new Whitepaper provides some welcome insight. It reveals the results of our exclusive YouGov study on age-influenced attitudes to multi-generational working and customer experience, as well as gathering informed viewpoints from sector leaders, academics and staff at the frontline of this change.

From a people perspective, a multi-generational workforce, with differing views and life experiences, is an absolute asset for our business. It creates awareness and acceptance of difference internally and demonstrates that we value our people and encourage them to value and support each other, and is part of our overall approach on diversity and inclusion.

Throughout our company, we see the benefits of a diverse workforce in action, from fresh starts bringing new ideas, digital proficiency and enthusiasm, to experienced people sharing their knowledge base with those new to the work environment, and putting daily frustrations into perspective.

Interestingly the results of the survey, echo our findings as over 90% of all age groups we asked valued multi-generational working, with the youngest groups being the most enthusiastic overall.

At one of our sites, in Rothesay, in Scotland, there are three generations of one family working, and there is an incredibly collegiate, supportive atmosphere. Across our portfolio, we witness our people working smoothly in collaboration, across generations, guiding each other through difficult situations and dealing with complex customer queries.

It is essential to create a working environment in which the distinct wants and needs of each generation are understood and embraced. We have worked hard to ensure our employer brand has clearly defined values which encompass all of this.

When developing our employer value proposition over the past year, we took the time to understand what is attractive to people from all generations. This endeavour is a cycle of continuous engagement, feedback and improvement, through which we identify areas for growth in the existing employee experience. Moreover, our investment in our employer brand is paying off – it’s helped us to attract and to retain the right people.
The benefits of an inclusive approach can play out in surprisingly profound ways. Take our impact sourcing in South Africa, through the Harambee programme. By employing young people who could ordinarily be overlooked, Webhelp is accessing an untapped resource of hugely motivated talent, and as a result, delivering-industry beating levels of attrition and productivity.

We are also introducing more flexible working options, which was highlighted as pivotal to all generations in our YouGov survey with 89% of the 2000 employees asked expressing support when asked.

The way companies plan resource to meet demand in CX is incredibly complex, but flexible working, done well, can give access to a better pool of talent, more suited to particular roles. It also means we are not excluding skilled people, and by offering flexible working, it shows that we are a company that values its people. We are already seeing benefits flowing on from the introduction of this programme, in terms of energy levels, access to talent, and employee engagement.

More information on the development of our people based value proposition, our employee wellbeing programme (now a global initiative), our employee rewards programme and our talent retaining career progression paths can be found in the Whitepaper. Read on to find out more.

In case you haven’t registered yet, Sign up to receive fresh insights and invitations to exec events with our Webhelp Disruptor Series campaign https://www.go.webhelp.com/disruptorseries.


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