Contact centres may have poor reputations but they should be seen as a strategic resource, says Nicola Millard, BT’s in-house futurist

Auto Contact, our range of self-service solutions, can help free up agents to handle more complex and revenue-generating calls –and at the same time improve the overall customer experience whilst reducing costs.

New research on a major UK airport (Heathrow) has estimated that a night-time ban on flights could produce up to £860 million (1 billion euros) in financial savings over a 20 year period. Economic costs caused by the ban could be outweighed by savings from reduced health costs of sleep disturbance and stress caused by the noise of night flights.

Vehicle fuel economy has markedly improved, but there are other factors that influence fuel consumption and transport emissions, according to new research on the EU, USA and Japan. Changes in vehicle size and power also play a role indicating that, if fuel prices do not keep rising, policy focus may need to shift to managing vehicle use.

A recent assessment of fuels used in public transport in Kaunas, Lithuania, has found that buses powered with locally-produced biogas and trolleybuses powered with electricity generated from natural gas cause the least environmental damage for the city.

Many workplaces have developed mobility policies to reduce the number of staff commuting to work using single occupant vehicles (SOVs). A new study from Belgium reveals how companies can influence their employees' choice of transport to work and looks at the best ways to promote alternative means of commuting.

A new UK study suggests that there are associations between obesity, physical activity, and levels of CO2 emissions from transport. These associations seem mostly to reflect the fact that obese people tend to travel longer distances by motorised forms of travel. They may also partly reflect less ‘active travel’ by bicycle or walking by obese people.

Speed constraints for aircraft are put in place, at some airports, to minimise noise pollution in local areas, however, such practices can be very fuel-inefficient. New research has now shown that relaxing departure speed limits could substantially reduce CO2 emissions, while maintaining acceptable noise levels.

Residents living near a busy railway line in Strasbourg were found by researchers to have reduced cognitive function compared to residents in quieter areas, which may be the result of long-term exposure to night-time noise. Psychological tests suggested that they had not adapted to the noise over the years, and they did not become less affected with time.

New research on climate-driven reductions in Arctic sea ice has predicted that, by 2040 to 2059, new shipping routes will become passable across the Arctic, linking the Atlantic and Pacific oceans. An increase in traffic has implications for the ecosystems of this fragile area.

A ‘feebate’ can be an effective policy option to aid the transition to a more environmentally-friendly transport system, a UK study suggests. This combination of fees and rebates can increase the take-up of low-carbon cars, the researchers argue, which leads to reduced life cycle greenhouse gas (GHG) emissions.

Information on travel behaviour can provide insight into the most effective and sustainable ways to manage traffic congestion and its environmental impacts. A new German study focuses on service-related traffic and shows that employees of different types of companies have distinctly different travel behaviour.

The promotion of diesel-fuelled cars in Europe may not have had the beneficial environmental effects that were expected, research suggests. It has been assumed that they help reduce greenhouse gas (GHG) emissions from the transport sector, but studies show that their fuel efficiency is lower than previously believed, while their black carbon and nitrogen oxides emissions are higher. The consequent reduction in global warming effects from diesel cars may therefore be negligible, perhaps even negative.

Different European regions have very different diets and environmental conditions, meaning their water consumption varies widely. Despite this, switching to vegetarian diets in keeping with regional variation would substantially reduce water consumption in all areas, a new study concludes. Where people choose to eat meat, adopting a healthy diet low in oils and sugar will also reduce water consumption, although to a lesser degree.

Better fuel economy, lower emissions and longer driving ranges are important factors for people considering the purchase of alternatively-powered vehicles (APVs), new research suggests. The German study also found that people would consider paying more for an APV if they could enjoy vehicle tax exemptions, free parking or bus lane access.

Car use could be reduced through careful urban planning, according to the results of a new German study. By combining data on driving behaviour and high-resolution satellite imagery, the researchers show how patterns of land and car use are connected.

Two shared electric car schemes, in Berlin and Paris, have been examined by a recent study. Although both schemes are progressive, Berlin's takes an 'inter-modal' approach to encouraging sustainable mobility, because it integrates electric cars into the wider public transport system. The scheme in Paris, however, focuses on cars as the main form of transport.

The transition to a low-carbon transport system needs a coherent national policy framework that supports all its aspects, according to a review of transport and innovation policy in Finland. Its findings suggest that policy makers need to identify and remove contradictory policies that present barriers to achieving a greener transport system.

Motivation to practise fuel-efficient driving may be more influenced by environmental concerns than by financial benefits, research suggests. In promoting fuel efficiency, this survey of Dutch motorists highlights the power of providing feedback to drivers – both environmental and economic – on their behaviour.

TEvery kilometre travelled by car incurs costs to the individual and society that are more than six times those of travelling by bicycle, a new study suggests. The researchers presented a cost-benefit analysis developed for Copenhagen, finding that cars resulted in costs of 0.50 €/km in comparison to 0.08 €/km for bikes.

Carbon emissions from Dutch road networks could be reduced by almost a third if more innovative materials and processes were used, a new study suggests. Researchers assessed the potential benefits associated with 10 innovations in road construction and maintenance, and compared them to conventional materials and processes.

How are Denmark, Finland, Iceland, Norway and Sweden moving towards renewable and lower-carbon energy use? A recent study suggests the key areas for progress, to ensure Nordic countries meet low carbon goals, include more renewable and decentralised electricity supply, the development of low-carbon transport systems, improved energy efficiency in building design and industrial use of carbon capture and storage.

Hybrid and electric vehicles emit lower levels of carbon dioxide and air pollutants than conventional petrol and diesel vehicles, yet their market uptake in the EU remains limited. New research provides an assessment of the Total Cost of Ownership (TCO) — which combines purchase and operating expenses — of different vehicle types. By comparing historical data on hybrid, petrol and diesel vehicles in three countries (Japan, the UK and the USA), researchers found a strong link between TCO and market share of those vehicles. They also identified a number of ways in which policymakers may promote the adoption of cleaner vehicles through the provision of financial incentives.

Around 40% of the platinum used in EU catalytic converters is not recovered for recycling and is therefore ‘lost’ forever, indicates a new study. A more circular economy for platinum is essential to reduce imports of this critical raw material to the EU and minimise its damaging effects on the environment, the researchers argue. Better collection systems for end-of-life catalytic converters and tighter regulation of waste exports could help close the loop on platinum.

A new study based on high-resolution satellite observations of forests suggests the 'albedo', or reflectivity, of a forest needs to be carefully considered in afforestation schemes designed to mitigate climate change, i.e. carbon balance alone is not a good indicator of mitigation value. The authors argue that the Kyoto Protocol carbon accounting rules grossly overestimate the cooling caused by afforestation, because they do not consider albedo effects.

A recent paper suggests that the Forest Stewardship Council (FSC) certification scheme has not reduced deforestation, as originally intended, but acts instead as a market governance tool, which may become a barrier to international trade. However, it may develop a conservation role in conjunction with market initiatives which value ecosystem services, such as carbon sequestration through the Clean Development Mechanism.

Reducing forest fire risk within a tight budget can be successfully achieved, according to researchers. The study simulated the economic and fire risk effects of five management plans and found that a combination of removing low level trees and selective positioning of woodland produced the most economic and least destructive results

A new international policy regime for sustainable forest management may complicate matters rather than provide solutions, according to a new report. It suggests there should be better co-ordination of existing hard and soft policy options and between the numerous organisations involved in forest management.

Researchers have identified a possible way of reducing the survival rate of the pine processionary moth, a destructive pine forest pest. Including patches of broadleaf trees in pine woodland could trick the caterpillars into pupating in soil that is unsuitable for their survival.

Annual maps of forest cover in Indonesia reveal that, between 2000 and 2008, almost 10 per cent of forest cover on the islands was lost. Around one fifth of this loss occurred in regions where logging is restricted or prohibited. The new maps will help Indonesia meet the objectives of the UN REDD+ programme, which aims to reduce deforestation and forest degradation.

International trade in wood and wood products affects forest stocks around the world. A recent study examines the relationship between changes in forest cover and international timber trade at global level. If finds that some wealthier nations with low population density can maintain forest areas while exporting wood; but other, usually poorer, nations, are losing forests through domestic and global demand for wood.

A recent study has assessed how the choice and cultivation of native and introduced pine tree species affects the impact of insect pests and fungal diseases in Spanish plantations. Native maritime pine trees appeared to be more susceptible to insect attack, whilst non-native Monterey pines were more likely to suffer from fungal attacks. Thinning trees also had differing effects on reducing the effects of pests, depending on the tree species.

A recent study confirms that some European ash trees are more genetically-resistant to the devastating ash dieback disease. These individuals could therefore be selected for gene conservation and/or start a breeding programme to save the European ash.

The impact of climate change on the distribution of tree species is likely to have economic implications for the timber industry. A new study has estimated that climate-induced shifts in range could reduce the value of European forest land for the timber industry by between 14 and 50% by 2100. At the higher end of this estimate, this could equate to a potential loss of several hundred billions of euros.

Over 20% more carbon could be being released by tropical peatlands than previously estimated, a new study suggests. The research highlights the large quantities of carbon lost to rivers from deforested and degraded peatlands in Indonesia, in addition to carbon released as CO2 gas.

Forests may need to be converted to more drought-tolerant mixtures of tree species to prevent significant die-off under climate change, predicts a new study which modelled German forests. The researchers indicate that climate change is likely to lead to significant forest damage, which could be reduced through adaptive management.

Forests play an important role in both mitigating and adapting to climate change, although current policies tend to isolate the two approaches. A recent study suggests that mitigation and adaptation are complementary and linked, and that forestry management that integrates the two can successfully provide both of these important services.

forest deadwood boosts key ecosystem services, new research suggests. By calculating the value of these services, the researchers were able to show that increasing the amount of deadwood in rivers and streams in a Basque Country reservoir basin was economically profitable and that returns on investment could be realised within 20 years.

The North American pine wood nematode (PWN), Bursaphelenchus xylophilus, is a pest worm species that causes a disease known as pine wilt. It was discovered for the first time in the EU in Portuguese forests in 1999. Today, the entire territory of Portugal is demarcated for the presence of PWN, with a 20 km buffer zone, free from the pest, established along the Spanish border with the aim of preventing its further spread. The spread and establishment of PWN in the rest of EU territory is very likely if no strict measures are taken, as required by Decision 2012/535/EU of the European Commission, with serious economic and environmental consequences. To date, Spain has experienced five outbreaks of PWN, three of which have been successfully eradicated thanks to the EU measures and the effective work of the Spanish forest administration; and two outbreaks are currently being eradicated.

Tracing products through the supply chain is a key feature for all businesses and industries; this is currently possible via automated identification systems that link a product to a database to track its progress, and through information-tracing (‘infotracing’) systems that keep accessible records of this progress. A study now introduces blockchain technology as a way to electronically trace timber as it travels from the forest to final product, using an infotracing system based on open source and Radio Frequency Identification (RFID) technology that retains records in a secure, decentralised, distributed ledger.

A study of two forest ecosystems in Spain has found that land-cover maps of watersheds, ecosystems hosting key interactions between vegetation, wildlife, and water, are made more accurate by the inclusion of LiDAR data — a type of remote sensing that pulses laser light at a target to measure vertical distances for use in 3D-mapping an environment. This has important implications for ecosystem monitoring, flood mitigation, and forest management, fields in which accurately characterising an environment is key.

Like any other CIO I get several mails and calls and meeting requests from vendors – small and big, old companies and startups, current partners and potential partners. I must admit, I do not entertain most of the requests.

It is crucial for CIOs to break free from set behaviors and relationships in order to establish IT as a full business partner. If CIOs complain that they feel ignored by the business, they are themselves to blame.