May 14, 2020
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 →
May 14, 2020
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 →
April 30, 2020
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 →
April 22, 2020
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 →
April 1, 2020
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 →
April 1, 2020
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 →
March 5, 2020
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 →
March 4, 2020
March 4, 2020
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 →
January 13, 2020
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?
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.
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.
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
January 10, 2020
New research by Currys PC World in collaboration with technology expert Theo Priestley claims that outdated technology and delays in finding fixes are eating into around 46 minutes of the average employee’s working day, which could cost a business approximately £2,752 a year. Time and money are not the only things lost to outdated technology, however, as half of Brits admit that it has a negative impact on their productivity in their jobs. What’s more, morale can be impacted when employees feel they have to work overtime to make up the time they have lost due to tech issues. More →
January 7, 2020
L’Oréal UK and Ireland has announced that it will be moving from its current office site in Hammersmith to a brand new bespoke building in White City Place, West London, W12. L’Oréal will occupy six floors of the eleven storey building, which is part of the new creative business district White City Place, developed and owned by Stanhope, Mitsui Fudosan and AIMCo. Other occupiers at White City Place include the fashion designers Ralph & Russo, online luxury fashion retailer Yoox-Net-a-Porter, the BBC and ITV Studios. The workforce of 1,000 employees at L’Oréal’s London-based headquarters are due to move in Autumn 2023 to the new building, which is when the company will reach the end of its current lease. Stanhope claims that the space will reflect L’Oréal’s culture, focused on collaboration, creativity and agility. More →
