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CIPD Festival of Work goes digital for 2020

CIPD Festival of Work goes digital for 2020

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There’s just one month to go until CIPD hosts its Festival of Work, which has moved online for the first time. Extended to three days, it will provide even more access to expert masterclasses, discussions and skills sessions, and a taste of large-scale events of this kind for the future. It is following a well trodden path in the current climate as a number of other events have moved online. (For an up to date list of workplace events and their status visit our Events page). More →

Promotion: Where can you find talented freelancers that share your passion?

Promotion: Where can you find talented freelancers that share your passion?

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The number of people freelancing around the world is expected to increase significantly from the current estimated 150 million to over 520 million in the next five years. The freelance industry is expected to contribute about US$2.7 trillion by 2025 as more and more businesses and entrepreneurs increasingly rely on online outsourcing to get their work done efficiently. More →

Life-Based Value launch digital training program harnessing new skills

Life-Based Value launch digital training program harnessing new skills

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Life Based Value has announced the launch of ‘Crisis’, a brand new digital training program available for British businesses that harness unique skills learned during the current lockdown for the world of work. The announcement took place at EdTechX’s Global online summit, from company founder Riccarda Zezza, as the UK is facing one of its most intense and challenging ever transitions – the disruption of normal working life due Covid-19, and the eventual return to work after lockdown measures eventually ease. More →

From footprint to footfall: how the experiential workplace is set to take over the world

From footprint to footfall: how the experiential workplace is set to take over the world 0

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collaborative_main_dof_v5From the archive. This piece was originally published in 2016. The culture within which we work determines how effective, successful, fulfilled and well we are in both our professional and personal lives. The organisations for which we work – on whatever basis that might be – the physical surroundings they create, and the other places in which we choose to work are now woven into the fabric of our lives as never before. The technological immersion that allows us to work in new ways also means that each day becomes a series of experiences. Because we are free to work wherever and whenever we choose, we are increasingly able to determine the nature of those experiences. For those who design and manage offices this represents both a great opportunity and an unprecedented series of challenges.

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Team building exercises have never been more important

Team building exercises have never been more important

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team building These days, almost every company implements team building exercises — and rightly so, as decades of research have shown how beneficial they can be. Indeed, in a Forbes article O2E Brands CEO Brian Scudamore argues that team building activities are the most significant investment companies can make. More →

TWR Conference this Autumn will address thorniest workplace issues

TWR Conference this Autumn will address thorniest workplace issues

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The Transdisciplinary Workplace Research (TWR) Network will gather September 16-20 2020 in Weimar, Germany to develop solutions for the thorniest strategic and tactical issues in office design, planning, and ways of working. TWR2020 is an important opportunity for both practitioners and researchers to move their professional work forward in meaningful ways.  The conference will take place with all attendees present in Weimar (pictured). If required the conference will be electronic, with appropriate adjustments in registration fees and reimbursements made. More →

Humanscale offers new service of online ergonomic consultations

Humanscale offers new service of online ergonomic consultations

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Humanscale, the designer and manufacturer of high performance ergonomic products, has built its business by focusing on the health and wellbeing of workers around the world. In these unprecedented times, where employers and employees are unexpectedly working from home full time, Humanscale’s team of board certified ergonomists is offering a new digital service that provides online ergonomic consultations, to ensure a healthy and comfortable home arrangement. ErgoIQ LIVE is a first-of-its-kind online ergonomic consultation tool that provides online, on-demand access to Humanscale’s skilled network of certified ergonomists. More →

A revolutionary new approach to design and fit-out for flexible offices

A revolutionary new approach to design and fit-out for flexible offices

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Innovation in the commercial property market is the driving force behind a revolutionary new approach to the design and fit-out of office space from Modus. Tenant-Ready is a solution aimed at both landlords and operators, to deliver pre-fitted or fitted-to-demand workspace specifically for coworking spaces, serviced offices and other forms of flexible workplaces in which fit-out is not procured by tenants and occupiers. More →

Bisley announces Richard Costin as new CEO

Bisley announces Richard Costin as new CEO

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Bisley has strengthened its Executive Board team with the appointment of Richard Costin, formerly Commercial Director, to the position of CEO, following the departure of John Atkin in February. More →

Bisley introduces your new best Buddy

Bisley introduces your new best Buddy

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Bisley has announced the launch of its latest personal storage solution, Buddy. Specifically designed to accompany height adjustable desking, Buddy is an alternative to the versatile free-standing Note pedestal and Caddy by Bisley. More →

New smart building suite for a people centric  workplace experience

New smart building suite for a people centric  workplace experience

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Siemens Smart Infrastructure has launched a smart building suite designed to create more efficient and flexible workplaces where people are at the core. The suite of IoT (Internet of Things) enabled devices, applications and services turn offices into a competitive advantage for companies. More →

The changing expectations of call and contact centres

The changing expectations of call and contact centres

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Ever since call centres were introduced as a business function in the mid-20th century, they have been subject to plenty of change and transformation. Customer expectations have been on a gradual rise, and CX strategists and leaders have had to adapt to meet these increased demands.  Previously, call and contact centres were viewed as a cost centre – whereby the primary goal was to run them as efficiently and cost-effectively as possible, whilst still being able to respond to customers competently. Nowadays, customer experience is being ramped up on the priorities list, with call and contact centre success shown to be a key driver for customer retention, enrichment and advocacy. 

Most importantly, customer expectations have evolved which has put a great strain on how call and contact centres adapt. Customers now expect customer service to quick, convenient and available 24/7.

What do customers want from contact centres?

  • Quicker responses

Living in a social media world has not only brought plenty of benefits for businesses, but also presented its fair share of challenges. With consumers now having the ability to communicate and get instant information online, contact centres have had the same expectations placed on them to provide quick response times whilst still maintaining high service levels.

A study conducted by Lithium Technologies found that when asking about a product or service, 66 percent of consumers expect a response to their query on the same day, and over 40 percent expect a reply within the hour. This has put a large strain on contact centres to improve efficiency and be able to respond so quickly to customer queries.

  • Convenience

In addition to wanting a quicker service, customers today also want convenience. ‘Gen Z’, having grown up with social media and digital technologies are used to shopping, browsing and completing tasks online through research and self-informing. What does that mean for contact centres?

Customers don’t want to call contact centres and wait to be put through to the right advisor – It isn’t the most convenient option anymore. What customers want instead is the ability to solve the issue themselves using self-serve/ FAQ sheets, or at least to see if they can solve the problem before having to get in touch with an advisor.

A study carried out by Zendesk found that 67 percent of consumers preferred using a self-serve portal when looking to help themselves online, with 40 percent of customers calling a contact centre only after they have at least attempted to find their solution on the internet first.

  • More availability

On top of wanting a quicker service and convenience, customers are also expecting help to be readily available whenever and wherever they need it.

Today’s customers want to be able to get in touch with a company across multiple channels and be able to hop in between channels to continue their interaction. For example, a customer wants to be able to message a chatbot online, then follow up with a phone call, and expect the company know their name, information and query. These conversations should be able to take place across a whole host of channels including social media, websites, mobile, text, chatbots, telephone, email, self-serve and more.

By having interactions across multiple channels, customers also expect help in one form or another to be available 24/7. Banks, for example, outsource call centre functions to countries abroad to ensure customers calling in the later hours have a representative that they can speak to.

 

This piece has been published in partnership with Call & Contact Centre Expo

Image by Stefan Kuhn 

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