Human management


Joanna Swash Group CEO of Moneypenny

ATLANTA, GEORGIA, USA, December 23, 2021 / – As the new year approaches, people should reflect and learn from the mistakes of the past year, the pandemic and everything in between, and see the opportunities to rebuild better.

Here are Joanna’s tips for a successful and profitable 2022:
# 1 Goal.
Connect people to the goal, the why’s behind what the company does and the why’s behind what they do, make it a habit – part of the culture and DNA, and people will feel like they are part of something, engaged and forward looking.

# 2 Celebrity.
It’s about creating a culture that gives employees the red carpet treatment. They are just as important to the success of the business as your customers, so treat them that way. It is a virtuous circle.
This is where it takes a little time and effort, but it will pay off. By definition, humans are individuals and all have different motivations, different reactions, and different experiences. None is more important than another, just different. And, by making people feel like celebrities, you recognize their worth and provide them with the best environment to be the best they can be.

# 3 Superpowers.
Artificial intelligence (AI) is everywhere, it plays an important role in our everyday life. While machines can free up time from tedious administration, it leaves people free to focus on their strengths. Not only that, it can help people become even better at what they do. It can help deliver better data insights to support planning and forecasting, providing actionable insights to improve your customer experience.
It’s time to prepare the organization to embrace technology to give people – and the organization – the superpowers it needs to stay ahead.

# 4 Adopt AI.
The AI ​​(Artificial Intelligence) revolution will continue. Technological advancements in AI and NLP (natural language processing) will have the biggest day-to-day business impact. Moneypenny believes the future is for AI to augment humans, not replace them, allowing them to have better conversations. In telecommunications, this enables better conversations using technology, enabling the development of solutions that provide an understanding of intent and feeling that can come up with the best actions for call managers to use, for maximum efficiency. The result is also a better customer experience.

# 5 Authenticity.
If the leaders are genuine and their employees are genuine, then the brand becomes genuine. And, as today’s increasingly discerning consumers seek connections with organizations, this will come without a price. People need to see leaders and organizations display the characteristics of honesty, empathy, reliability and openness, even a little vulnerability. It begins and ends with the leaders.

# 6 Outsource.
The pandemic has taught people to focus on what they do best and to call in the experts when they need specific solutions. Companies that embrace this model can grow, innovate and pivot faster, making them more competitive in the ever-changing and ever-changing business environment in which we all operate.
Outsourcing will continue to increase. Many companies have outsourced their phones, live chat, and receptions during the pandemic, realized the cost and efficiency benefits, and will therefore continue to outsource other non-core functions so that they can do what they want. ‘they do the best. In addition to outsourcing communications, companies might consider options for outsourcing human resources, marketing, and sales.

# 7 Security
Most companies have doubled their efforts in recent years to improve security and reduce the threat of cyber attacks, but one area that has been largely forgotten is securing the supply chain. Every software installed within a business has the potential to become a cyber threat, so steps must be taken to protect against it.
For example, the SolarWinds attack in 2021 affected up to 18,000 businesses, including Fortune 500 companies and several US government agencies, all because SolarWinds software had been compromised by cybercriminals. The impact of cyber threats from trusted companies in our supply chain is enormous. Ensuring confidence in the supply chain will be a priority area in 2022.

# 8 Integrate.
Finally, people should “stick to their knitting” – in other words, do what they do best and get others to fill in the skills gaps. This applies to leaders who are aware of themselves and who build a team around them that is a great whole. But this also applies to organizations.

Most things today can be outsourced. The future lies in working together in close partnerships, simply being an integrated extension of the company. The service or solution may be based in a different building or country, but it will simply be an extension of the new way of working… together.
Moneypenny is a global leader in providing telephone answering, outsourced switchboard, live chat and customer contact solutions and is the most trusted partner for businesses large and small. Moneypenny has an award winning culture and over 1000 employees based in the UK and USA. It handles over 20 million calls and live chats for 21,000 businesses. It brings together brilliant people with cutting edge technology solutions to deliver transparent customer engagement results.

Mr. J. Greenhalgh
+1 843-501-2090
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