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As world events push against workers towards a remote working model, individuals are looking to technology to help bridge the gap between day to day communication and company operations. For a few workforces, it doesn’t necessarily come naturally, although the coronavirus catastrophe is triggering a new way of working completely. For companies that rely on gig workers, remote working has turned into a method of life for a while.
Think beyond Deliveroo and Uber: gig employees cover an enormous selection of occupations, such as copywriters, web developers, graphic designers, and the thousands of consumer support workers supporting brands. Businesses have been applying these people, for several decades, to offer support on demand. Between the methodologies they put in place and the technology they utilize, businesses who are daunted by gig employees can instruct the new generation of distant workers something or two about.
The following is business advice from the front line of the gig. Managing customer expectations is essential in times of disruption, and individuals understand that there are a few reductions in service out of their control. But will naturally see less effect on their bottom line. Adaptability and willingness are key. By this time, their workforce has moved to work due to forced or self-isolation, and this also includes customer care. On the other hand, the way we think about customer care, as well as needs to modify.
Firstly, communicate to your clients on the way support is being redesigned by you, so their expectations are being handled at all times. Secondly, it’s vital to be certain that your customer care staff are prioritizing their workload and deprioritizing. Look to your technology to be certain support tickets are being ordered according to those priority levels. If you’ve got a platform set up, can it be accessed by your workers securely, and from home? If your workforce has reduced capacity because of illness, and will you provide support? This might be a time to contemplate moving entirely to support through chat or messaging, providing 24-7 assistance that is digital through gig workers.
This may be obtained compared to telephone support with long wait times. During periods of isolation, some businesses may experience. Ramping up client support capacity and receiving the ideal technology in place is a company operation improvement. Engagement skills are essential: they need to feel close to the companies they support to succeed, although Many gig employees may never satisfy with their managers. Providing all the tools and support to them and coaching they need to do their jobs is critical.
Personalizing the participation is crucial, don’t just send long one-way memos, build out a means for them to engage in conversation in a manner that is scalable. Do you have the ability and a knowledge base to add and answer frequently asked questions? This could be made available via collaboration applications. It’ll be a basis of making sure a majority-remote workforce feels connected, rather than a loose group of workers. Managers in the gig economy know they will need to stay workers incentivized to retain them.
This is often done via gamification, which rewards, or involves producing status amounts to promote development. Gamification can be used in media sharing worker engagement platforms, and programs. These programs may be utilized to amplify messages of how you are encouraging your employees and customers. It’s critical that brands are seen to do the right thing and those that do that will weather the storm. One of the most difficult parts of managing a gig workforce is currently making workers feel valued.
I believed that the best way to produce workers feel valued is to attach them. For instance, there are gig client support platforms, which allow the client to give feedback. This”thank you” has got an amazing impact and spurs gig workers on to keep on providing excellent service. By placing technology and measures in place, businesses may discover that they adapt well to having a remote work force and that working becomes a part of a new operational model especially customer service. With the gig customer service economy booming, there are loads of great examples to go by, and as we browse uncertain times to improve how we work, communicate with each other and serve our clients.
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Former Disney musicians get new gig with Jolly Creek Society Orchestra
KISSIMMEE, Fla. – On Oct. 3, members of the Grand Floridian Society Orchestra played their last gig together at Hollywood Studios in Disney World.
It was the last performance after more than three decades at the Grand Floridian Resort, where they entertained guests since 1988. But this holiday season, the gang is back on stage only at a different venue.
“Before you would call our orchestra Grand and now, I would call our orchestra jolly ‘cause we are the Jolly Creek Society Orchestra,” Davy Jones, a trumpet player, and interim band leader said about their new opportunity to bring some smiles at the Jolly Creek Festival and Marketplace in Kissimmee.
“After losing our position at Disney, we were so fortunate to be offered this because now we can play together again. We get to pursue our livelihood and all our friends get to come out and see us,” Jones said.
Jones, who has been with the orchestra since day one, recalled how special and significant their time at the Grand Floridian was.
“Over those years, all of us in the band got to make friends with all the guests that came through. Seeing a lot of them come back the next year with their kids and then later with their grandkids,” he said.
Now they’re looking forward to creating new memories with guests who’ll be enjoying the Jolly Creek Festival.
“It’s turned out to be a wonderful thing for us and we can’t thank the staff here at Jolly Creek enough,” Davy said. “Music is life. And it’s our life, it’s what we think of when we wake up in the morning.”
Jones said the orchestra couldn’t be more grateful for this opportunity to do what they love again on stage.
“We’re all lifelong musicians, this is what we do for a living, this is our passion,” he said. “Making music with people you care about and that’s what our band is-is a group of friends that has been able to hang together after the Disney job so we’re just happy for it all.”
The festival was created to keep live entertainment alive during these uncertain times for the industry. Jolly Creek has contracts with more than six Central Florida entertainment acts and production companies.
“They have reached out to the entertainment community, almost all the employees here are from Disney, Universal, different theaters,” Jones said.
From now through Jan. 1, the orchestra will be delighting guests in a winter wonderland setting every Friday, Saturday and Sunday. A portion of the proceeds will go to Second Harvest Food Bank of Central Florida.
Guests are required to wear face-coverings throughout the festival and are expected to maintain social distance.
For information on tickets and pricing, click here.
Copyright 2020 by WKMG ClickOrlando – All rights reserved.
GigSmart saw 460% jump in gig work postings since pandemic began
- GigSmart, a mobile staffing app, saw a 460% increase in hourly gig postings since March, even as companies closed down and laid off workers due to the coronavirus pandemic, according to a Nov. 17 announcement from the company.
- Many of the placements were in construction, food service and warehouses — all industries hard hit by the pandemic lockdowns.
- GigSmart also increasingly had its workers placed in healthcare, particularly at senior living facilities, the announcement said. “We have a high turnover rate because it can be a challenging environment to work in,” Susie Stebbins, director of HR for Senior Housing Options, said in a statement.
GigSmart’s sharply rising usage numbers reflect one avenue for talent management post-pandemic. A June Gartner report noted that changes to workplace protocols instigated by the pandemic may lead to an increase in contingent work, something that could shape people strategy for years to come. Employers turn to contingent hires to save money and improve efficiency, Gartner said — key considerations during the pandemic era.
Changes wrought by COVID-19 only heightened current trends in the contingent work space. A February PeopleReady report said that gig workers were aiming to take on more work in 2020. And a September 2019 Randstad survey said that 1 in 4 companies were replacing employee positions with contingent jobs in an attempt to remain agile in a tough market.
Before the pandemic, employers more broadly were shifting to what Randstad called a total talent management model — “an organization’s acquisition and management of all human talent, including permanent hires and contingent workers, as well as non-human talent such as robots, AI, software, and automation.” That shift comes with its own challenges; back in 2018, companies were still figuring out how to organize people data and understand exactly who worked for them.
Gig economy ‘crisis’ needs basic regulation: TWU
The gig economy is in “crisis” and there is a need for urgent action from the federal government after the deaths of five delivery riders in Australia in the last two months, Transport Workers’ Union national secretary Michael Kaine said.
On Monday night an UberEats rider died following an accident on a road in Sydney’s CBD. He is the fifth delivery rider to die on Australian roads in just the last two months.
The recent tragedies have reignited calls for the federal government to step in and regulate the gig economy, especially on the definition of employee and private contractor, to ensure gig economy workers are afforded the same benefits and protections employees receive.
The federal government has largely brushed aside concerns and said regulation of the gig economy is a matter for state governments.
With four of the recent deaths happening in Sydney, the New South Wales government has this week established a taskforce to investigate if improvements are needed to improve the safety of delivery riders, while the Victorian government considers to consult on the final recommendations of its inquiry into the on-demand economy.
This push for federal regulation is being driven by the Transport Workers’ Union, which has been bringing attention to the recent deaths and campaigning on the issue for several years.
Its national secretary, Mr Kaine, said action is needed to better protect workers in the gig economy, especially delivery riders.
“We’re now in a position where it’s quite clear there is a crisis here. Workers are under incredible pressure – they are left to their own devices, they’re not trained and they’re given no protective equipment to support them when working,” Mr Kaine told InnovationAus.
“They’re left at the whim of a company and an algorithm. They have to answer jobs in seconds and if they fail to do that they can be kicked off the platform. There’s a perfect storm against them – it’s a recipe for disaster. The time has come for urgent action.
Delivery riders are not given adequate training, proper safety gear or provided with insurance, and their families are not afforded compensation, Mr Kaine said.
The TWU this week wrote to federal Workplace Relations Minister Christian Porter calling for an urgent inquiry into food delivery companies such as UberEats.
“We’ve written to him before and he simply relies on the old fashioned notion of employee and independent contractor. The time has come in the modern economy to accept that is not good enough. We’ve called on him to lodge an urgent inquiry to investigate UberEats and other food delivery platforms,” Mr Kaine said.
The federal government should also establish a tribunal to inquiry into the gig economy and hold the tech companies to account, he said.
In response, Mr Porter said that the safety of delivery riders is a matter for state governments, but rider safety will be included as a priority agenda at the next meeting of national work health and safety ministers.
“Every worker, no matter how their employment arrangements are structured, has the right to a safe working environment and to come home to their families at the end of each day. For delivery riders, maintaining that safe work environment is a state and territory government responsibility,” Mr Porter said in a statement to InnovationAus.
“However, it is clear that a problem exists in relation to delivery riders and changes need to be made by state and territory governments to prevent further injuries or loss of life. While the Commonwealth has no direct authority to make changes in this area, it can play a leadership role on issues such as this.”
But Mr Kaine said that while state governments have a “residual function” in schemes such as worker compensation, the federal government can take action.
“We’re now getting to the stage where this inaction has shifted responsibility onto government. You can’t continue to ignore circumstances where workers are exploited and they’re literally dying and avoid responsibility and accountability to the community for that,” he said.
“We’ve been saying this for a very long period of time and the response we’ve been getting back is dismissive, and falls back on ancient notions of artificial legal labels and that’s not going to do the job in the modern economy. This federal government needs to get up to speed, to come into the 21st century and figure out what it is they need to be doing to make a difference.
“This is an indictment on the federal government that they are so ideologically paralysed that they can’t see what’s right in front of them – reform is needed.”
Shadow workplace relations minister Tony Burke said the federal government does have a role to play in regulating the sector and protecting delivery riders, and the claim that those completing this work are independent contractors “denies reality”.
“It’s not safe and it needs to be, it’s not secure work and it needs to be and we can’t have a situation where for the sake of convenience we put up with there being a section of the Australian workforce that effectively has no rights,” Mr Burke told ABC News.
“It’s chilling. When you think that the responsibility for their safety is being governed not by an employer but by an algorithm, that’s how they’re working. When they work, whether they work, when they get a shift and how quickly, it’s all being governed by an algorithm.”
At the state level, the NSW government this week launched a new taskforce to investigate whether the recent deaths of delivery riders in the state could have been avoided and if better protections are needed. The taskforce will be led by SafeWork NSW and Transport for NSW.
The inquiry will also inform another piece of research being conducted by the Centre for Work Health and Safety, which is examining potential regulatory reforms to improve safety in the gig economy.
In Victoria, a two-year inquiry into the on-demand workforce, led by former Fair Work Ombudsman, recommended earlier this year that the federal government take the lead on a number of significant reforms to the gig economy, including clarifying the worker status issue, a new agency to facilitate streamlined support and fast-tracked resolutions and a code of conduct.
“It was the universal view of those participating in the inquiry that any change should be led nationally. Reforms confined to a single state risk creating yet more complexity and inconsistency and could impose an unnecessary regulatory burden on national businesses,” Ms James said in the report.
“The Commonwealth is therefore best placed to deliver genuine choice, fairness and certainty for workers and business. The inquiry suggests it should grasp this opportunity to deliver the recommendations set out in this report and make balanced and fit-for-purpose revisions to the current system.”
Consultations on the final report from the inquiry closed in October, with the Victorian government now considered these and the report’s recommendations.
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