February 3, 2020
Time spent in the great outdoors is worth abour£4.5 trillion a year in the improved mental health of people, according to results published by a team of researchers from Griffith University’s School of Environment and Science, Centre for Work Organisation and Wellbeing, Environmental Futures Research Institute, Griffith Business School and School of Medicine. More →
January 27, 2020
UK SMEs are facing a serious digital dilemma, with three in five operating their business without a high speed internet connection. This finding, from Bionic’s Business Efficiency Index (registration), is part of an overall picture of the UK’s small business community struggling to keep pace with tech acceleration; small minorities have modern payment methods or access to e-commerce channels. 57 percent of SMEs do not have high-speed internet, and under one in ten businesses (9 percent) plan to invest in access in the near future. More →
January 21, 2020
Following sustained levels of leasing activity throughout the year, JLL has calculated that over 10.7m sq ft of office space in central London has been transacted so far in 2019 and with over 3m sq ft currently under offer, has suggested that take-up is on track to total 11.6 m sq ft at year-end – which is ahead of the 11.5m sq ft of space that was leased in 2018. Both the City and West End commercial property markets are expected to see take-up levels broadly echo last year’s totals. More →
January 21, 2020
Younger decision makers are increasingly relying on technology such as emails, video conferencing and WhatsApp in negotiations with suppliers, rather than speaking to them face-to-face, new research from Barclaycard Payments has claimed. Despite supplier negotiation being regarded as an ‘art’ by seven in 10, many said it will increasingly be conducted digitally over the next five years (68 percent). More →
January 20, 2020
The world’s commercial property markets will be defined this year by low interest rates, socially responsible investing, cautious optimism and climate change as well as six other factors according to Avison Young’s 2020 Forecast. The annual report series claims to provide perspective on how global events, trends and indicators impact commercial real estate in a variety of sectors, including capital markets, office, retail, industrial, multi-family and hospitality, among others.
January 17, 2020
More than one-third of HR chiefs are struggling to develop effective senior leaders and only half of 2,800 surveyed leaders believe they are well-equipped to provide the leadership to guide their company in the future, according to a survey by Gartner, Inc. Efforts to tackle the emerging issues of the 2020s and beyond – including public pressure for business transparency, the rise of automation and the creation of never-before-seen jobs – will be fruitless unless HR managers find ways to nurture and retain capable future leaders, the research and advisory company concludes. More →
January 17, 2020
Cass Business School and Slack have published new research into the nature future of teamwork which identifies the relationships between team alignment and execution, drivers for competitive advantage, and the role of new workplace technologies. It suggests that teams are the fundamental building blocks of modern organisations but their role in delivering better outcomes for an organisation is still undervalued. More →
January 15, 2020
The share of renewables in global power should more than double by 2030 as part of a ‘decade of action’ to advance global energy transformation, achieve sustainable development goals and a pathway to climate safety, according to the International Renewable Energy Agency (IRENA). Renewable electricity should supply 57 per cent of global power by the end of the decade, up from 26 per cent today. More →
January 14, 2020
It’s been six years since Workplace Insight first appeared as a blog. I’d been in the office design and management sector for twenty years already, but I created Insight to explore both a new medium and a new conversation about work and workplaces. Since that time we have published over 6,000 stories with contributions from over 400 people. And – get this – we have been read by over 2.5 million people both in the UK and around the world. Clearly, we have been on to something, chronicling the development of what is essentially a new discipline. 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 9, 2020
BT Group has announced Birmingham’s Three Snowhill development will be its primary new home in the city and provide “a future-fit workplace for thousands of colleagues”. The building, in the city’s business district, will become the regional headquarters for BT with between 3,000 – 4,000 people set to be based there eventually – more than five times the number of people currently based in Birmingham. BT will occupy the majority of floors in the 17-storey development, marking a major investment by the company in the city. More →
January 14, 2020
The Fourth Industrial Revolution is upon us and we`re not ready for it
by Jamie Morgan • Comment, Technology