Artificial Intelligence
People

Employee monitoring? Try engaging instead.

By Katie Gibbs  •  3 min read

The recent rise of powerful employee monitoring software gives employers unprecedented insight into the working patterns and strengths of their employees. Unfortunately, we’ve seen too many organisations embedding monitoring software without assessing its impact on the employee experience, instead viewing it as a means of identifying where staff are not working the required hours or …

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Artificial Intelligence
People
Strategy

Insurance claim agents – your first line of defence or your secret weapon? 

By Katie Gibbs  •  3 min read

Claim agents at insurance contact centres are under enormous pressure to answer and close calls but where is the focus on upgrading the customer experience?  Insurance isn’t a battlefield. So why do so many insurance firms treat contact centres as the trenches, and claims agents as the footsoldiers?  Rather than acting as the human shield against …

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People
Regulation & Compliance

See how WorkFusion took meaningful action with our Ethics in Technology Assessment

By Sarah Burnett  •  2 min read

We built our Ethics in Technology Assessment (ETA) programme to help businesses go a little deeper in safeguarding stakeholders from the ethical risks associated with technology. ETA offers an independent and rigorous assessment of your digital conduct and processes and identifies strengths and weaknesses to help you address risks and become a digitally ethical brand.  …

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People
Strategy
Technology

Insurers are in customers’ bad books. Personalisation is how they turn the page

By Chris Main  •  7 min read

Associate Partner Chris Main shows insurers the way towards totally bespoke customer services.

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Business Resilience
People
Technology

What is Techposter Syndrome and why is it a thing?

By Joy Poole  •  5 min read

Techposter Syndrome noun [tek·post·er sin·drome] 1. The feeling of doubting one’s own competency with or understanding of technology. 2. The fear of having this perceived shortcoming exposed.  Technology is evolving at an exponential pace. It’s often said that the pace of change is moving faster than it ever has and slower than it ever will again. …

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People
Strategy
Technology

Is it time to turn the lights out on GBS?

By David Poole  •  6 min read

In today’s digital environment, this is about as fun and interesting as it sounds: a back-office empire fixated on overhead savings and completely separated from where the customer-wowing magic happens. GBS groups house far too much precious data and far too many vital processes to carry on in this vein. In an age in which the …

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People
Strategy
Technology

Put the reactive chaos of 2020 behind you: it’s time for HR to get creative again

By Joy Poole  •  4 min read

2020 was one of the most chaotic years on record for HR leaders. It was the year of firefighting, spinning plates and applying band-aid solutions wherever necessary.  Now that the worst is behind us, 2021 is the year for HR to replace reactive panic with planful, morale-boosting innovation.  Proactive tech strategy can make HR the hub …

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People

Is the C-Suite drifting out of touch with employees?

By David Poole  •  3 min read

Bridging hierarchies within an organisation has always been a delicate cultural challenge, but now that executive teams have been physically separated from their employees, the disconnect in many cases has been exaggerated.

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