INFLUENCER MARKETING Risks and Opportunities - Sellbytel
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2 / 2019
INFLUENCER
MARKETING
Risks and Opportunities
E-commerce: Redefining the shopping experience • International Women's
Day • Self-discipline: How to keep up with it • Travel tip: Östersund, Sweden
Webhealth • Presentation tools and techniques • and many more
PR B EM
WORD FROM THE CO-FOUNDERS
S pring is here and so is our second edition of The HUB magazine! And just as
always, we have lined up interesting reads for you. Have you also noticed how
Influencer marketing is rapidly becoming a mainstream way for brands to reach
S LV R
their target audience? Learn how companies are using this trend to enhance brand
awareness, trust and loyalty amongst their consumers.
Giving presentations is an essential task for many businesses. Check out our article
about presentation makeovers and learn how to create stunning presentations for
your next meeting with a potential client, annual conference or trade show. Do you
WA T D.
also prefer working away from the office? Read all about remote workers, freelancers
and digital nomads.
We have also included other interesting topics such as, how e-commerce is
redefining the shopping experience, mastering tricky interview questions from one
of our recruitment experts, staying consistent through self-discipline and a behind
We have gaps for talented problem solvers and active
the scenes formation process of The HUB magazine.
listeners with a professional customer service mindset and
a positive attitude. We offer a young, international working
And of course, not forgetting our city tip for you –Östersund. We would like to
environment, unbeatable team spirit and great career
highlight this charming city in Sweden that has a lot of fascinating places to explore.
opportunities.
Have fun reading our latest issue of The HUB!
Olivier Duha Frédéric Jousset
We appreciate every feedback we receive so remember
to let us know what you think by sending us your questions,
Call: +49 911 9339 3636 | E-mail: career@sellbytel.com | WhatsApp: +49 151 126 77 164 thoughts and comments to TheHUB@sellbytel.com
Find more vacancies at sellbytel.com and webhelp.com | Please refer to The HUB
3
CONTENT
6 Short news 26 Breakfast – the most important meal of the day?
Myth or fact?
8
Influencer Marketing 28 Webhealth: your health , our concern
Risks and opportunities
12 Redefining the shopping experience 30 Remote workers
Transforming the retail industry Remote Workers, Freelancers, and Digital Nomads –
through online marketplaces who they are and how to become one
15 Webhelp financial services 32 Do you struggle with self-discipline?
Debt recovery scheme If so, you could be going the
wrong way about it
17 Together we are stronger 38 Application Coach:
International Women's Day in Barcelona How to master tricky interview questions
18 Frost & Sullivan’s European 40 Job board
Market Leadership Award
Recognition for our best practices
20 Travel tip 42 Sneak peek
Östersund, Sweden
22 The HUB creation 44 Snapshot
A look behind the scenes
24 Presentation makeovers
36
Webhelp Success Story:
Tools and techniques that help you Christian Schubert
create stunning presentations Chief Information Security Officer
4 5
SHORT NEWS
Information from all around the world
Top 10 most
innovative Countries
The US media giant Bloomberg, which
5 famous inventions by women: traditionally has had a strong focus on economy,
issues a yearly ranking of the most innovative
Nancy Johnson countries.
Six different equally weighted metrics are
ICE-CREAM MAKER
considered and combined to get the results for the
In 1843, Johnson invented the hand-cranked
“Bloomberg Innovation Index”:
ice-cream maker, which is still used to this day.
Office design tricks • Research & Development
Mary Anderson Stephanie Kwolek that will increase your •
•
Manufacturing
High-tech companies
WINDSHIELD WIPER
Anderson invented the first automated
KEVLAR
This chemist invented the lightweight fibre used
productivity when • Postsecondary education
windshield wiper, which was a rubber blade in bullet-proof vests and body armor. Since her working from home •
•
Research personnel
Number of patents
that could be controlled from inside the car. In discovery in 1965, the material, which is five
1903 she was awarded a patent for her device, times stronger than steel, has saved lives and is
Room Color AND HERE IS THE TOP 10 FOR 2019
but the invention proved unsuccessful with used by millions every day.
Choose a particular color scheme for your
car companies, who believed it would distract
workspace keeping walls, accessories and general 1.
drivers. Anderson never profited from her
invention, even when the wipers later became a Elizabeth "Lizzie" Magie decor within a limited palette. South Korea
standard feature on cars. MONOPOLY 2.
Ambient noise
Monopoly was invented in 1903 and was Germany
Complete silence can also be distracting, so try
originally called The Landlord’s Game. Magie
Grace "Amazing Grace" Hopper using a service like "Coffivity" to imitate the 3.
was inspired to create The Landlords Game “to Finland
background noise of a café. It has been said that
COMPUTER SOFTWARE demonstrate the tragic effects of land-grabbing.”
some sounds can help to improve concentration. 4.
Computer scientist, Dr Grace Murray Hopper,
invented COBOL, the first user-friendly business Switzerland
Make room changes
computer software program in the 1950s. 5.
Add a comfortable couch or chair next to the desk.
In 1969, she was awarded the first ever Israel
If your room is small or restrictive, use creative
Computer Science Man of the Year Award.
options to keep your workspace interesting. Swap 6.
the position of pictures and decoration every few Singapore
weeks, or sit on a different side of your desk for a 7.
change of view. You could even try a multicolored Sweden
5 FACTS ABOUT MONEY YOU PROBABLY DIDN’T KNOW: light bulb for your table light.
1. Paper Money began in China 8.
2. The world‘s wealthiest 1% of people have 50% of the world´s wealth. Get the idea down USA
3. London has the most ultra-high net-worth individuals. Get a chalkboard or whiteboard and keep blocks 9.
4. The first ATM machine was installed in 1967. of paper around. That way when inspiration hits, Japan
5. More Monopoly money is printed each year than real money. there’s always something at hand to note your ideas
10.
straight away.
France
6 7
INFLUENCER MARKETING Who are the influencers?
The term "Influencer Marketing" might be new,
cooks and musicians, who have YouTube channels
as a related side shoot from their professional
Risks and Opportunities but the concept behind it is far from new. Brands careers. In these instances, it is quite sensible to
have always utilized the endorsement of influential trust their advice, since they’re qualified to give
people, often in order to connect the brand with it. In other cases however, the influencer might
particular characteristics and personality traits be regarded as an expert, not because of his
which are associated with the endorser. Even or her real world professional experience, but
before celebrity endorsements became popular rather because they’ve positioned themselves as
in the 1980's, brands would give a face to their a prominent presence within their area online,
products by hiring a model or using a fictional simply by creating specific, related content, and
character such as Tony The Tiger (Kellogg's) or growing an audience around it.
Santa Claus (Coca-Cola). From a psychological
perspective, putting a face to a product makes it As notable figures in an online community, we
more relatable and more likely for the consumer might unconsciously trust the advice of these
to develop an emotional connection to the brand. influencers, even if we know they're not really
With the expansion of the Internet, content experts. As followers and consumers, engaging
creation has become decentralized. Consumers with the content of a particular influencer, we
no longer need to rely on big media corporations become part of a tribe of sorts, and the influencer
to provide them with content. Today everybody is perceived as our tribal leader. Our deep-rooted
with a computer or mobile phone can have a need to belong might, in fact, influence our
blog, a podcast or a YouTube channel. Although shopping decisions, without us even noticing.
anyone can upload content to the Internet (and Another reason we trust influencers over regular
does – at least through social media), not everyone celebrities, is that they allow us a glimpse into their
is an influencer. The important distinction here private everyday lives, making them seem more
is that an influencer’s content is usually limited to familiar and approachable to us, and making us
a single niche: technology, fashion, pets, etc. By more inclined to trust what they say.
focusing on a particular area and target audience, Tips for consumers following the advice of
influencers are perceived as specialists in their influencers
field. This, additionally, makes them ideal allies for
brands who wish to target specific audiences with As mentioned in the last paragraph, we can be
their campaigns. A good example would be Rob somewhat irrational when it comes to why we trust
Chapman, an English YouTuber and musician who the opinions and advice of influencers. Therefore,
gained an online audience by filming instructional it’s recommended to take the time to carefully
guitar videos for beginners. Eventually, he familiarize oneself with the influencer’s content.
began working in collaboration with musical Firstly, in many countries (including Germany
instrument manufacturers, who want people like and the USA) the law requires that social media
him to demonstrate their product to his 600,000 influencers inform their audience when the
Influencer marketing is on the rise and rapidly becoming a mainstream way for brands to reach subscribers. content is a paid advertisement. When consuming
their target audience. With the advancement of technology, companies have had to adjust to this kind of content, especially reviews, be aware of
a new generation of consumers that distrust ads and use programs such as AdBlock to avoid Why we trust influencers the potential issue of bias here. Make sure to check
seeing them. Traditional forms of advertising such as billboards, television and radio ads, and There are many reasons why we choose to trust the if any negative points are mentioned regarding the
even celebrity endorsements have become less effective. When deciding to make a purchase, advice of influencers: not all of them are rational products they review and try to paint a balanced
people are instead turning to familiar, trusted voices on the Internet for guidance and advice. reasons. In some cases, the influencer may be a picture of their followers. An example of a good
Here enters the online influencer, a micro-celebrity and community leader whose voice is legitimate expert in his or her field, with years of unbiased review is on the YouTube channel Unbox
respected and whose opinions are valued by consumers. experience. This is true for many photographers, Therapy. In their video, entitled “DON’T Buy
8 9
FACTS ABOUT INFLUENCER MARKETING The iPhone X”, the presenter explains why, after
extended testing, he does not recommend his
attractive to ignore. By gaining the endorsement of
prominent influential figures online, you can build
subscribers to buy the product he is reviewing. public trust and improve brand awareness, while
He also provides specific reasons and compares it spending less on your marketing efforts. It also
with other products so the viewer can make a well provides valuable content for your audience and
informed decision about his or her purchase. might build long-term partnerships that will be
mutually beneficial.
Tips for brands looking to hire influencers
Brands and consumers alike are not without some How to find influencers
measure of risk: maybe the influencer gives an Now that you’ve (hopefully) decided that you
overly positive review, in the hope of being hired want to try influencer marketing for your next
again. Doing informed research and looking into campaign, it’s time to find the right one for your
some of the content should give you a pretty good brand. A good place to start is social media. Blog
Instagram is the Marketers have 57% of fashion and Influencer marketing idea about its trustworthiness. It’s also important posts or social media mentions of your brand,
official influencer found a groove with beauty companies industry is set to to make sure that the communication style of or even your competitors, can help you find
marketing platform influencer marketing use influencer hit $10bn by 2022 the influencer is in line with your campaign and influencers. There are useful social monitoring
marketing your company values. Communication is key to tools like Hootsuite, Mention, or Simply Measured,
According to a recent Thanks to the growth Over the past two make sure all parties are on the same page with which can help you track your brand mentions
study by Lingia, 93% of and evolution of social As audiences years, influencer regards to content and style. You should also make on social media. This strategy can also be used
influencer marketing media, the popularity continue to search marketing sure that the influencer discloses if and when to find hashtags and keywords related to your
campaigns actively use of influencer marketing for authentic forms has expanded you are paying them or allowing them to keep industry. If you want to find bloggers, you can
Instagram. The study has increased among of content, influencer exponentially. Worth your product. Something like “this video/post is use blogging outreach platforms like Inkybee,
showed a 60% increase marketers. According recommendations just $2 billion in 2017, sponsored by X company” should be enough, but BlogDash, BuzzStream, or GroupHigh, to simplify
in the use of Instagram to a survey conducted continue to become the industry is now it’s advisable to investigate the specific regulations the process. Once you have found blogs related to
stories while the use of with ANA, 75% of the new currency estimated to reach of the country where the influencer is based. your industry, make sure to check their Domain
Twitter and Facebook marketers currently use of transparency to between $5 and $10 Authority and social media statistics. If you don’t
declined with 10% influencers as part of build consumer trust. billion in 2022. The Benefits of influencer marketing have the time to do all this research, there are some
and 20% respectively. their marketing tool. They play a key role industry will continue In the previous paragraphs we looked at some of platforms that specialize in connecting influencers
60% of influencers say Amongst this group, in the stories the to witness more growth the potential risks of influencer marketing and and brands such as Grin, BuzzSumo, BuzzStream,
Instagram is the most many plan to increase brands communicate. and become a more how to minimize them. However, it is no accident HYPR, and TRIBE. They all have their own culture
effective platform to their budget with 43% Fashion and beauty effective marketplace. that this approach has become so prevalent in the and pricing system so you will have to familiarize
engage their target of spending. And 27% industries heavily This growth will marketing world. Although it’s hard to measure yourself with whichever one you choose.
audience while 50% of the marketers who rely on influencer translate to a surge in the ROI of influencer marketing, there are, in fact,
choose it when posting haven’t implemented marketing as a tool to marketing and will studies that do just that, such as one by media Conclusion
branded content. it reported that they organically enhance require marketers to company Nielsen Catalina Solutions. In this The advantages of influencer marketing far
Influencer marketing plan to do so in the their brand awareness. evolve strategies in study, 258 influencers promoted a health product, outweigh the disadvantages, and every brand that
and Instagram have course of this year. And 57% of brands in evaluating campaigns through content creation on their respective ignores it is doing itself a disservice. If you take the
become synonymous Marketers are turning this sector successfully through creating platforms. Their results showed that the campaign time and effort to choose the best influencers for
such that, influencers to influencers to drive use influencers as part analytics which will generated a return of investment that was 11 times your marketing campaigns — if you are confident
will be working with engagement, leverage of their marketing mix scale campaigns higher than a banner ad campaign for the same in the quality and usefulness of your product —
a customized version creative content in an while 21% plan to add and enhance the product. Influencer marketing undoubtedly works, and if you communicate your marketing goals
of the app in the near authentic way and to it to their strategy. relationships and if you take the precautions recommended clearly to your influencer — then influencer
future. reach millennials and between brands and above, there's no reason why it shouldn't be a marketing can be a great tool to get the word out
(source:lingia.com) gen Z audiences. influencers. (source: valuable way to promote your brand to your about your brand and build a targeted audience of
(source: ana.net) businessinsider.de) target market. The benefit-cost ratio is simply too prospective customers. Esteban Villanova
10 11
REDEFINING THE SHOPPING EXPERIENCE to experience new e-commerce trends that have
led to a steady growth in this sector. Led by
Transforming the retail industry through online marketplaces e-commerce giants like Amazon, 7.5% of the
DIVERSIFICATION
total retail sales in the U.S. is generated from
e-commerce which results in an annual revenue of
$340 billion (source shopify.inc) While the size of E-commerce enables companies to place a wide
the United Kingdom may be small by comparison, range of products and services on their platforms.
the U.K.’s population constitutes a huge Owing to the large product selection and targeted
e-commerce market, ranking third place. Amazon advertising, e-commerce simplifies up-selling
U.K. and Play.com are among the U.K.’s biggest and cross-selling. It helps companies sell their
e-commerce companies. 14.5% of total retail sales goods and services across the globe without
is generated from e-commerce which translates to geographical limitations.
$99 billion annually. (source shopify.inc)
E-commerce has transformed both the B2C retail
market and the B2B marketplaces. A Forrester ROUND-THE-CLOCK
ACCESSIBILITY
study revealed a shift from offline shopping to
online shopping for goods and services, with
a projected sales increase from $889 billion in
2017 to nearly 41.2 trillion by 2021. (source Another benefit that e-commerce firms enjoy,
elandersamericas.com) is round-the-clock availability and accessibility
for their customers. Unless there are technical
malfunctions, websites normally operate on a
Benefits of the e-commerce business model 24/7/365 schedule. Customers are thus able to
purchase goods and services at their leisure,
without any time limitations or concern for
COST REDUCTION business hours. This offers a much more
As the world embraces the digital transformation, e-commerce industries have become convenient experience and is by far the preferred
a major segment in today’s business. Companies such as Walmart, Amazon, Groupon and mode of shopping.
AliExpress have successfully established or have been able to boost existing market places
due to technology driven systems in mobile commerce, online shopping, electronic transfers, One of the major advantages of the e-commerce
automated data collection systems, etc. These firms have built empires through directly business model is the reduced costs in areas like
CUSTOMER
selling their products and services or by connecting third party sellers with consumers. marketing, advertising, personnel and travel. TARGETING AND
Through the traffic from social media and search SEGMENTATION
According to research carried out through Shopify, Approximately 43% of the Chinese population engines, e-commerce companies are able to better
the global sales from e-commerce are estimated are aged between 10 and 39 years and constitute utilize more effective channels of advertising.
to double, exceeding $4 trillion between 2017 and a huge number of the online shoppers. Owing With millions of customers streaming online
2020. With each passing day, established markets to its huge population, the e-commerce market Additionally, through a complete automation of to buy products from the various e-commerce
are reaching new milestones as new e-commerce generates approximately $672 billion in sales payments, inventory, billing, check-out and other platforms, customer feedback has increased
vendors pop up across the globe. So which country annually. (source business.com) Currently, the types of operational costs, personnel expenses in the form of instant reviews. These help the
is leading the race when it comes to e-commerce? United States has the second largest e-commerce are reduced while the risk of human error is e-commerce companies to better understand the
You guessed it – China! Followed by the United marketplace. With technology advancements in minimized. With just a few clicks, the consumers customers’ needs and preferences. Segmentation
States and the United Kingdom. Together with delivering omni-channel support, fast and easy can make their purchases from wherever they are online surveys are another effective tool to
its subsidiaries, the Alibaba group accounts checkout processes and conversational marketing without the need to personally travel to a brick improve targeting techniques and create a more
for 15.9% of China’s e-commerce retail shares. through chatbots and live chat, the U.S. continues and mortar store. personalized product.
12 13
CUSTOMER
happen when operators create their own images
of the products. If a disparity in product quality
DEBT RECOVERY SCHEME: A WIN-WIN
LOYALTY
or perception of quality occurs, it might cause FOR BOTH CREDITORS AND DEBTORS
some customers to move on to another vendor
and thus harm the business.
Depending on the quality of the product, the
pricing and the customer service provided,
positive recommendations and reviews, which are
made available to other shoppers, can strengthen CUSTOMER SERVICE
customer loyalty. If the retailer ensures a seamless
customer experience, they can significantly
increase their brand awareness even when
another seller (third party) does the shipping. If a product gets damaged while in transit, a
customer may want to make a quick call, or email
with a service representative. With thousands
Challenges of the e-commerce business model of products on a single platform, adequately
handling these issues becomes a very difficult
task. Different time zones and geographical
PRODUCT challenges could mean the customer is not
RETURNS
immediately able to talk to a customer service
representative who can help them with their
specific issue. This sometimes results in the
The process of dealing with returns can get customer receiving information at a later point.
complicated due to having to cover large Online retailers are therefore, challenged to
geographical areas. A third-party vendor may provide sophisticated training to the customer
be in a different country for instance, and care specialists who cover various time zones.
their involvement might only serve to further Alternatively, they can outsource their customer
complicate the process. E-commerce firms are, care to a specialized provider who is better able to
therefore, obliged to streamline the process and achieve a seamless process. Delayed payment or non-payment of debts poses one of the biggest challenges that many
ensure that the customer’s issue is swiftly and financial institutions face. Webhelp Payment Services & Crésus association launched a support
successfully dealt with. When it comes to doing business online, scheme in May of last year, to provide assistance in this area. It’s built on the realization of
companies that are quick to assess changes and three main objectives:
adapt their daily business routines accordingly,
have a significant advantage. As the business
VISUAL PRODUCT environment continues to be highly dynamic, • Identifying vulnerable clients and
PRESENTATION
brick and mortar stores are encountering intense preventing over-indebtedness through
challenges not only from established e-commerce the training of more than 200 Webhelp
giants but also from small, innovative, flexible Payment Services' recovery advisors.
Keeping a homogenous product presentation is startups. E-commerce used to be just a buzz
vital when operating any business. It’s essential word; today it has rapidly transformed the • Supporting French households with their
because it helps to ensure customers have the traditional shopping experience. With improved budget management, through the launch
same user experience across all products and internet access and the general technological of the Crésus application BVG (Budget
services. When an e-commerce vendor sells advancement, the e-commerce business model is Grande Vitesse: High Speed Budget).
third-party products, the product descriptions set to continue thriving. • Building a fair model for consumers and
and pictures may differ in quality. This can Evelyn Kamau creditors by taking into account the situation
of households through the intelligent
14 use of big data and new technologies. 15
TOGETHER WE
ARE STRONGER!
International Women’s Day —
from our hub in Barcelona
It has come a long way, but women’s
equality still has so much more to
achieve. With this in mind, our colleagues
at the Barcelona hub wanted March 8th
to be a day of reflection, and of hope
for a future where fighting for gender
equality will no longer be necessary.
Recently Webhelp Payment Services organized more common. The higher the interest rate,
a meeting and invited all the creditors and the easier it is to secure a loan. High banking We invited people to share their hopes
debtors involved in the support scheme. The fees add to the problems for those in debt. for a better world and organized a
objective of this session was to discuss the fund raising to support a women’s
most efficient way to manage debt recovery. 3. Adopting a person-centric organization. The amount raised was
The participants widely agreed that a person- approach works better then doubled by SELLBYTEL | Webhelp.
centric approach, adopting the new support The harassment, humiliation and aggressive
scheme strategies, works better than the use approach, that is often implemented by
of threats during the debt recovery process. creditors or their service providers, can have
Here are a few facts about the current debt disastrous psychological, and sometimes
situation. medical, consequences. All the experts involved
in the session agreed that these methods are
1. A significant number of senior citizens are indefensible on a personal level and financially
at risk of getting into financial difficulties ineffective, in both the short and long term.
Senior citizens are one of the groups most at
risk of falling into debt, partially because, for 4. Support schemes are on offer to
many who have become accustomed to a certain help people manage their budget
lifestyle, may find it difficult to adjust their A large number of people in debt are being
consumption habits sufficiently, to align them with offered support schemes, particularly those run
the drop in income after retirement. Moreover, by France’s regional Crésus debt advice centers.
with increased life expectancy and more modest It is often the creditors, or their sympathetic
pension schemes, a growing number of senior employees, who advise them to do so. Monitoring
citizens are having to rely on less for longer. the situation and pointing debtors in the right
Additionally, we are financially supporting our direction is a win-win for both parties. It creates
children for longer, resulting in more and more an opportunity for communication between
senior citizens facing financial hardships due to the creditor and the debtor. For creditors this A lucky participant among all the well-wishers helped us
the debt they incurred during their working years. gives a momentum to create a more effective to choose the charitable cause to which the donations will
payment plan which at the same time, supports go. It was undoubtedly a successful event as our colleagues
2. Easy-access credit can be a trap debtors with a feasible longterm solution. all joined in the celebration and showed their support by
Because it is so easy to secure loans from a variety wearing something purple!
of sources, over-indebtedness is now becoming Jordan Sacile Carla Ferigle
16 17
FROST & SULLIVAN’S EUROPEAN MARKET
LEADERSHIP AWARD Recognition for our best practices
The success of our growth strategy across Europe earned us Frost & Sullivan’s 2018 best practices
award in the contact center outsourcing market. Over the years, we have diversified our industry
focus to include expertise in healthcare, travel, and B2B services. Our geographic footprint has
expanded to include eastern and southern Europe.
Having established a reputation as an authoritative customer experience provider and trusted business
partner to clients, we are able to help enterprises to push the limits of customer experience through
multichannel solutions.
“The founders of Webhelp have long embraced an entrepreneurial philosophy. This is a company that
continues to emphasize a start-up philosophy, that prides itself on being agile and exceptionally easy to
work with” – Stephen Loynd, Digital Experience Analyst, Frost & Sullivan
Laura Soeteman
Impressions from the Frost & Sullivan Best Practice Awards ceremony in Webhelp CEO Frédéric Jousset giving his
London acceptance speech
18 19In this edition of The HUB we would like to highlight one of our beautiful Nordic
locations – the charming city of Östersund in Sweden.
T ra v e l Tip
My
ÖSTERSUND S weden
FORSALEDEN TRAIL
When in Östersund during the summer months,
the Forsaleden trail is a must see!
Prepare to be overwhelmed with a breathtaking
MAGAZINET BAR
If you’re in the mood for a night out during your
stay, Magazinet Bar has a little something for
everyone. With interior design reminiscent of a New
fairytale vista just 800m from the main entrance. York bar, a fantastic atmosphere and a mixture of
Countless waterfalls cascade through the landscape, people from all over the world, this bar is certainly
leading to a clear blue lagoon with small worth a visit! Sample fine wine and champagne
surrounding cliffs from which you can jump into specialties, enticing cocktails, or just cool off with
the cool crystal waters below. The Forsaleden trail a beer. And if you’re hungry, you’ll also find a
is an absolute pearl, set in the middle of idyllic selection of pizzas, juicy burgers and fresh salads
forest approximately 50km south of Östersund. under the same roof.
MATTHIAS SWELANDER, is an acting
Sourcing Manager at Webhelp Nordic.
He is a father of two who embraces
every new challenge as an opportunity
to grow. He is competitive, open-minded
and passionate about endurance sports.
REPUBLIKEN BAR & KÖK OUTDOOR ACTIVITIES
When you want to start a night out with your If you enjoy outdoor activities like I do,
friends, the Republic is the perfect choice. With Östersund’s environment provides the perfect
Fun Facts a calm and lovely atmosphere created for those setting to do just that! Running, rock climbing,
one of who wants to taste the best of what Jämtland has mountain bike-cycling, road-cycling, xc-skiing,
l festival is
jöy ra n , the annua to offer regarding locally produced food. For those alpine skiing and much more are just outside your
Stors highlights
.
summer’s who just want something to drink, check with the door step.
nse staff and they will recommend something good. Not forgetting the Biathlon world championship
aurant-de
- and rest
e of th e most café that was recently hosted at the Swedish biathlon
On eden
cities in Sw
arena located near the city center. Östersund is a
er
00 reinde magnificent city that has a lot to offer!
pproxim ately 44,5
Home to a Matthias Swelander
hern
e the Nort
u lt im a te place to se
The ng winter
20 Lights duri 21THE HUB CREATION Did you find any typos or spelling
mistakes in our magazine? We hope
A look behind the scenes not! “Eagle eyes” Evelyn Kamau
and Amandeep Kaur are in charge
You are currently reading The HUB. And that’s great – we really appreciate you being of proofreading and making sure
interested in our magazine! But have you ever wondered how the content for this magazine is that the quality is always high.
compiled and who’s involved in the process? We want to give you a behind the scenes look into They mercilessly detect every error
our project. As you can imagine, creating a magazine is a real team effort. You need authors, and pass the proofs back to the
editors, designers, photographers and print specialists – they all need to work hand in hand to design team for final corrections.
ensure a fantastic, high quality issue reaches you our readers, on time.
The magazine cover deserves
First, ideas for the upcoming issue some extra attention so the team
are collected and discussed by the discusses different design ideas.
editorial Team (fltr: Andrea Aumüller,
Maria Gedanitz, Evelyn Kamau)
At the printing company the
Meanwhile, while they’re still writing, designers approve the final digital
the design team starts working on proofs – this is the base for the
layout ideas for the content. Obviously subsequent offset printing process.
nowadays most of this work takes
place in front of a computer screen,
but sometimes our art director Martin
Kloha prefers to work with pencil and
paper to create a handmade look.
Yay it's a wrap! The first printed
issues have arrived at our office and
are being shipped to you and to all
our SELLBYTEL | Webhelp locations.
Have fun reading!
The scribbles are further
processed using graphic design
software, and finally compiled
with the written content. Martin Kloha
22 23What tools are out there? like (think 360° videos) or to show a message of
Let's have a look at Microsoft's presentation your company's CEO. Videos and animations
workhorse: PowerPoint. It’s known for offering are great tools to enhance your presentation,
too many options with outdated visual effects, as they can offer a more dynamic and diverse
confusing page transitions and quirky sounds, view of your content. They’re also perfect for
but it still holds its place amongst the best remote presentations, delivered via a link to your
presentation software tools. Smoothly embedded YouTube channel or embedded in your corporate
into the office workflow, in experienced hands website. Just as with any other presentation tool,
it allows for the fast creation of appealing there’s always a risk of overdoing it with effects,
presentations. "Less is more" is key in the face of while neglecting the storytelling aspect of your
an overwhelming abundance of visual "icing" on presentation. Don't fall into this trap – invest
your content "cake". Make sure you can still taste enough time in a thoroughly laid out storyboard
the ingredients! or script.
There’s a whole range of web-based presentation Recently, there has been a countertrend to the
tools out there, offering various features. abundance of perfectly produced videos and
Linkedin's Slideshare for example is perfect for slick presentations: graphic recording. All it
sharing presentations online. takes is a flipchart, some markers and - the most
While Prezi has a unique approach as it’s not essential element – a talented person drawing live
slide-based but instead offers "visual storytelling": scribbles and notes, which visualize the content
content is not organized in a linear way through as it is simultaneously spoken by the presenter.
slides, but rather on a huge digital canvas. This The result? A colorful piece of paper that leaves
gives the presenter the option to emphasize key a lasting impression with the audience. In many
elements by zooming in and out on content and cases this leaves a more powerful and longer
by creating visual content groups. Basically, you lasting impression than a presentation that can be
get a whole extra dimension to work with. Prezi deleted with the click of a mouse. Obviously, this
calls it "conversational presenting" as it allows technique requires a lot of training if you want to
for a more organic flow and greater flexibility execute it yourself. A better option would be to
in responding to the audience's questions or rent the visualization services of a presentation
PRESENTATION MAKEOVERS comments. Although Prezi’s intuitive interface
is easy to work with, you might want to consider
pro like Yasmine Cordes (https://ahatalentexperts.
de/unsere-trainer/#yasmine-cordes).
Tools and techniques that help you create stunning presentations some initial training to best discover the full
potential of this software. SELLBYTEL offers Now it’s your turn
Giving presentations is an essential task for many businesses. Be it at the first meeting with a specialist Prezi training through preziakademie. With this short overview covering a small
potential client, in front of a large audience at an annual conference or at a noisy trade show – de (only in German). selection of presentation tools on the market,
the challenges and requirements for preparing a convincing presentation are manifold and differ we’d like to ask you: What’s your favorite tool for
from one case to another. It's common knowledge that the medium alone does not by itself Sometimes texts, images and graphics are creating stunning presentations that positively
make a good presentation. The content, the storytelling and the overall relevance are crucial not quite enough and you may require videos impact your audience? Please get back to us with
factors, and undoubtedly most important is the presenter himself. Nevertheless, it’s worthwhile or animations to explain things: how your your experiences via theHUB@sellbytel.com.
taking a look at some of the different technical approaches to creating stunning presentations. product works, what your office space looks Martin Kloha
24 25BREAKFAST IS THE MOST IMPORTANT But do we all agree with the idea of ‘breaking
the fast’…?
does seem to go hand in hand with leading a
healthy lifestyle.
MEAL OF THE DAY – MYTH OR FACT?
The study also revealed that more than 75% of Ultimately though, it doesn’t matter if you're
All of us have probably heard the saying weight watchers lost more than 30 pounds plus an enthusiastic advocate or a staunch critic
“breakfast is the most important meal of the managed to maintain their weight by religiously of breakfast – nutritionists say each has their
day”. Whether muesli with milk and fruit, eating breakfast every single day. The study own merits. If you feel fit and energetic despite
scrambled eggs with fried bacon or bread with also found that this group of people were more skipping breakfast, then don’t feel obliged to eat
sliced meat and cheese, what you eat first thing energetic and their blood sugar levels appeared it. Of course, replacing breakfast with unhealthy
in the morning sets the tone for the rest of to be more stable. Furthermore, they had better snacking is not recommended.
your day. Breakfast is nonetheless, the most concentration and improved performance Maria Gedanitz
controversial of all meals. throughout that period. It would seem, therefore,
that this adage isn’t so far from the truth! (Source:
While you may wish to start your day with a webmd)
hearty breakfast, we can all relate to the morning
rush and the need to promptly get to work. By comparison, the 5% of people who skipped
Sometimes you just don’t have the time! Other breakfast tended to overeat at lunchtime and the
times, you’re just not that hungry yet (think early food they chose was mostly unhealthy.
morning shifts). So how can you best ensure that The Same people however, also showed an
you don’t skip breakfast? increase in metabolism. So here we see a
combination of myths and facts regarding
Make-Ahead Breakfast breakfast. Generally speaking, eating breakfast
You can save yourself time in the morning by
preparing all your ingredients the night before. For
example, you can cut up your fruit for your muesli
and your smoothie or the bacon to go with your
scrambled eggs. The same goes for your lunchtime
sandwich – just prepare it all the night before.
Grab and go
According to a recent study, 68% of people eat
while on the go, 15% eat while commuting and
10% eat at their desks. So, if preparing food isn’t
for you, why not opt for a grab and go breakfast
from one of the many brands now offering a range
of healthy and affordable meals. (Source: hub.
sugarcreek) Remember to find and follow us on: And find our latest videos on:
Eat what you like
There are lots of traditional breakfast foods to
choose from and eating whatever you like makes
breakfasting even more fun! If you’re craving the
leftovers from the previous night, why not? As Email us at TheHUB@sellbytel.com if you like what you see, or if you have anything you would like
long as the food that you select is nutritious, then to see featured. Also let us know what we have been missing so far, we love to hear from you!
go for it!
26 27into May“, we want to give the program an
interactive touch that will positively enhance
our corporate culture.
Staying healthy is a continuous challenge,
so we want to motivate our personnel
to choose a healthy lifestyle as a way of
life. We’re also eager to encourage them
to share their experiences and become
part of the WebHEALTH pioneers.
Some WebHEALTH pioneers are
great at motivating people for a run or
yoga class, while others are better
at sharing healthy recipes and
nutritional facts, and some might
just like to share their tips on how
to quit smoking – all are most
welcome.
We are glad that our employees
Your health. Our concern have positively embraced the
WebHEALTH initiative and that
As a global company, we acknowledge the importance of healthy living. We care about they’re all looking forward to
the wellbeing of our employees and strongly encourage healthy lifestyles. staying fit and healthy!
WebHEALTH started as a pilot program in UK, Being confronted with financial strains can be Nadine Schröter
France & South Africa. The aim was to find out overwhelming, so we want to share our knowledge
what our employees want and need. Today, other on saving money, doing effective tax declarations
countries have joined in and are now benefiting and other tips to help you budget effectively and
from the project by being part of the global roll- improve your financial stability.
out of WebHEALTH. By implementing positive
changes in our lifestyles, we not only boost our And, last, but not least – fitness! Everything
health and wellbeing in our work places but also in mentioned above can improve your general
our personal lives. wellbeing but this is no substitute for a healthy
body. Doing sports and eating the right things
There are three main areas we want to focus are important parts of a healthy lifestyle. As a
on. Firstly we’d like to begin with taking care of company we plan to be serving fresh fruits and
our mental wellbeing. A healthy spirit should veggies for our colleagues at least once a week. We
be creative, productive and full of energy. To have also worked in cooperation with gyms and
encourage this, we’ll share some useful tips and other fitness companies to motivate our employees
tricks on how to reduce stress and get the most out to keep fit, while also ensuring that they get the
of meditation. very best subscription deals.
The second category that can greatly contribute With our regular events such as the „30 Days of
to our overall health is our financial wellbeing. Happiness Challenge“ or the upcoming „Run
28 29a lot more freedom than a traditional office job, Some tips if you want to follow the freelancer path
allowing them to choose the kind of lifestyle they
wish to have. • Be patient: Winning your first client is
always the toughest but is the first step to
Can anyone become a remote worker? building up your portfolio as your reviews
The truth of the matter is, that the majority of start to increase.
remote job offers tend to require specialized
skills – a growing trend in many office set-ups. • Stay focused: Aim at developing long-term
The most common positions available for remote relationships with each client – the potential
workers are in the fields of programming, web for repeat orders is increased.
development, SEO and social media marketing, all
of which require specific technical knowledge and • Be organized: A basic planner or a calendar
experience. There are also many openings in the app is sometimes all it takes. Write down
area of customer support which require varying everything you need to do and divide your
degrees of technical knowledge. These particular tasks into smaller tasks so your to-do list
jobs usually require someone to work full-time doesn’t seem so daunting.
rather than as a freelancer and come, therefore,
with less flexibility. For creative people looking • Be accountable: with freedom comes
to work remotely, job offers in article writing, responsibility, which means if you’re not able
graphics, web design and video editing are just to deliver on time you may be putting your
some of the options available. The competition livelihood at risk.
however, in this line of work is tough compared to
programming related jobs - it could take a while • Effective work-life balance: include breaks
to build up a portfolio before you have enough and leisure time into your planner so you
WORKING AWAY FROM THE OFFICE work for a sustainable income. don’t overwork yourself. Being able to switch
off from “work mode” and live your life is an
Remote Workers, Freelancers, and Digital Nomads – How can you get a remote work position? equally important component of productivity
who they are and how to become one The most obvious way would be to talk to your as planning your tasks is.
employer and see if they’re open to the possibility
Working remotely, whether from home or while travelling, is not a mere dream for countless of allowing you to do your job from home. If your • A win-win: Ultimately, the remote work
people but rather a realistic life choice for those who no longer see the appeal of sacrificing job involves mainly computer work, they might model creates a win-win situation for both
everything for the sake of an office bound career. A choice made possible by new technologies be open to it, but not all employers are willing to the client and the worker which is why many
and by a job market that has adapted to the Millennial ethos of a good work-life-balance. With move forward with such an arrangement. If you companies continue to embrace and integrate
employers hiring more remote workers, the trend has the potential to completely transform have some of the technical skills listed above, then remote work policies into their business
the way our society relates to work and careers. one option may be to create your own personal models
website that functions as your online resume,
It’s important to point out that the terms location independent, who usually moves from thus enabling you to build up your portfolio. Are you currently looking for a competent remote
freelancer, remote worker, and digital nomad city to city or country to country while working Alternatively, why not register with some websites work partner or a position that offers remote work?
are not necessarily the same, although there is a remotely. Many people who are remote workers that offer freelance work and create an account Then check out INVIRES (www.invires.com),
significant overlap. A remote worker is someone can decide to travel or relocate abroad temporarily as a way of gaining more experience in your a company specializing exclusively in delivering
who works outside of a traditional office. They and return home when they feel weary of the road, chosen technical field. Be sure to make your remote work solutions in the following areas:
can be full-time or part-time employees, or they rendering the term “digital nomad” a temporary account as detailed and informative as possible technical support, inside sales, customer service
can be freelancers hired for specific tasks. By state of affairs rather than a permanent one. The – this increases your chances with prospective and back office.
comparison, a digital nomad is someone who is point being that, working remotely gives people employers. Esteban Villanova
30 31DO YOU STRUGGLE WITH It’s 2019 and we’re all well into the year,
striving to keep our new-year’s resolutions
In fact, well done if you have managed to keep on
track with your annual goals so far, as believe it
SELF-DISCIPLINE? and desperately pursuing annual goals. For or not, the latest research shows that 80% of our
some it may be going quite well, for others goals go out the window after only two months.
If so, you could be going the wrong way about it
however, the new year’s resolutions may And by the time you’re five months in, well, it’s all
have already fallen by the wayside. Work- but over.
outs are replaced with movies and TV shows
as the self-discipline it takes to hit those There is hope though! I would like to propose a
gym hours each week runs out. different way of looking at goals and resolutions,
whether related to your career or personal-life.
Having studied Psychology for the past three
years, and having looked at many of the highest
performing people from different industries, it’s
clear that they share some characteristics, one
being a consistency in their actions from day one!
This may not be anything new to you, it might
even sound rather clichéd. However, the crucial
point most people overlook is, HOW they stay
consistent. If we can be honest, consistency is
tough, right? It requires an awful lot of self-
discipline.
Sure, it may be easy at the beginning but our
enthusiasm wanes with time, and as humans we
have an amazing capacity for making persuasive,
credible excuses for why we shouldn’t do the hard
work now. We have conversations with ourselves
explaining why we should delay working on our
goals. We make deals with ourselves, saying we’ll
do it tomorrow, an hour later, a day later, when
the kids aren’t around. Yes, the struggle can be
real. So, what now? How do we build a better
foundation to help us behave consistently?
The Infinite vs. The Finite Game
Let’s just take the most cliché goal for the sake of
making my point clear: “I want to lose 20 kg in
the next 6 months.”
So you get a gym membership or you start
taking 6 a.m. runs. Things feel great, and you’re
motivated to get going. Fast forward to three
weeks later and things start looking a little
32 33that our self-discipline starts to decrease after behaviour going. Research shows that it takes
an average time of six weeks, as our energy level approximately 30 days to form a habit. I
drops. For a better understanding of goals let’s personally think it takes a little longer, more like
turn to game theory: In game theory there are 50-60 days. After this it will be much easier to
perform your desired behaviour because it will
have become more of an ‘automatic response’, and
self-discipline plays less of a role as your ‘auto-
pilot’ takes over.
The reason habits are given less attention or are
seen negatively is because “goals” sound a lot
sexier. In our society we idealize goals wherever
two types of games: Finite and infinite. Goals we can; in the media, in books, business gurus
are like finite games. A finite game is one that talk about it; influencing us to believe that they
aims to come to an end (e.g. football, basketball, are the way forward. Goals also sound more
marathons). Once the game is over, i.e. the goal is motivational and give us a clear image of our
achieved, the bell or whistle is blown and we all end-result.
go home. If we feel like it, we may start another
game, i.e. set another goal, and this may or may Habits however, sound quite boring: Do the
not be the same as the first. thing and keep doing it. Sure, you may hit some
milestones or goals which you’ve set for yourself
Infinite games on the other hand, are as the name in the process of practicing a habit, but ultimately,
suggests, infinite, and thus never come to an end. it’s the habits themselves that transform you as a
The whole point of an infinite game is to keep person into the version you want to become.
the game going. To do this, consistency is key. The very highest performers in our society don’t
For the player to continue to be consistent in his succeed just through setting goals, they also have
actions, his only goal (finite game) is to practice the mindset of wanting to hit the goals, through
the action so often that it becomes engrained in relentless self-discipline! This helps them to build
his behavioural repertoire. the right habits around their personality, allowing
different. You’ve reduced your running sessions them to hit their goals on their quest to keep the
to a bare minimum, you’re sleeping in because So, if finite games are analogous to goals, what are behavior going.
you’ve been working late recently, and slowly you infinite games analogous to? Habits.
begin to fall back into your old shape. Except Habits provide the foundation for long-term People like to say that we are what we repeatedly
now, you feel even more miserable than before. success. The fundamental goal of a habit is to do. If we find someone who is truly great and
Goals function on one simple principle. Do make the desired behaviour a part of our daily extraordinary at something, then their success or
enough of X until you achieve Y or do more of X, repertoire and to engrain it in the fabric of our excellence certainly isn’t attributable to a single
and get more of Y. Go to the gym until you lose lives. You can think of habits as behaviours that action, but rather to what they repeatedly and
those 20 kg. run on ‘auto-pilot’: starting your car, knowing consistently do.
your way to work, grabbing a beer when getting
In theory, there is nothing wrong with this home from work etc. So, instead of making it a habit to make excuses,
approach, except that we have a tendency of make it a habit to engage in the behaviors you’d
overestimating our own ability of self-discipline Habits are more effective than setting goals, like to see flourish in you.
during times of adversity, pain, stress or because they don’t chase a single, one-hit
uncertainty. Additionally, research has shown outcome. The point of a habit is to keep the Maximilian Distler
34 35“WHERE THERE’S A WILL Christian, your career seems to have
progressed rapidly right from the
assessment and monitoring and auditing
of processes and business procedures.
THERE’S ALWAYS A WAY.” start. Can you tell us more?
Interview with Christian Schubert, Chief Information Security Officer DACH In your opinion, what makes
Yes, some opportunities only come once in Webhelp a special employer?
in Flensburg, Germany
a lifetime! When I look back today, I’m glad
that I didn’t hesitate to take on new challenges Webhelp offers numerous development
I encountered in my career path. From 2009 opportunities. You’re not limited within a fixed
until 2013, I embraced a new responsibility in hierarchy. You can start as a service agent on
the control department as a data protection the phone and rapidly progress to new roles
officer and quality manager, which enabled me and positions within the company. Each day is
to gain experience and insights into different different and every effort is duly rewarded!
roles. And from September 2013 until February
2015, I was the project manager for an inbound So, what would you say contributed
project. During my time in this position, I most to your career progress?
was in charge of establishing an assessment
system and optimizing and integrating My determination, a good understanding of
internal qualitative strategies. Additionally, financial numbers, a sense of responsibility
my responsibilities included disciplinary and and a positive attitude towards new
technical leadership as well as coaching and challenges, have all played an important role
development of a team of over 100 employees in developing and advancing my career.
with team leaders, trainers and coaches on board.
Any future goals in mind?
Wow, that’s impressive!
Information and data security is a critical
Thank you! But I couldn’t have achieved organization asset that should be duly
it without the mentorship, support and protected. My focus is thus to ensure processes
collaboration of my supervisors and fellow that mitigate risk and uphold integrity
work colleagues. In March 2015, my next and confidentiality are implemented.
challenge came along, as I received additional
Meet our diligent colleague Christian, who after successfully responsibilities as Deputy Area Manager, parallel And finally, how do you like
graduating from high school, started his career as a to my role as Controller. My tasks also included, spending your free time?
Customer Service Agent in January 2008. Thanks to his permanently controlling our turnover, costs
hands-on approach, his career rapidly progressed to new and profit, as well as the management of about During my free time, I enjoy working
roles in quality monitoring, quality assurance and also 250 employees. I held these positions until out, keeping fit and going for walks with
employee communications trainer. After just six months end of 2018, and as of January this year, I was my dog. And every year, I look forward
into the project, he was promoted to Team Lead for a promoted to Chief Information Security Officer. to my annual summer highlight at the
leading telecommunications and internet provider, where Tomorrowland festival in Belgium! (Smiles)
he launched and supervised several projects. Alongside his What does your current position involve?
blossoming career, his determination to continuously grow, My current role includes safeguarding Thanks a lot for the interesting interview
led him to take part in development courses that were the protection of all corporate assets, and all the best in your future career!
offered internally and externally from training institutions. In development and rollout of security
our latest success story, Christian tells us all about his career. policies and guidelines, risk identification, Evelyn Kamau
36 37You can also read
