July 15, 2020

Some brutal realities about the future of work

by Mark Eltringham • Comment, Flexible working, Wellbeing

No author uses the built environment like J G Ballard. In his 1975 novel High-Rise, the eponymous structure is both a way of isolating the group of people who live and compete inside it and a metaphor for their personal isolation and inner struggles. Over the course of three months, the building’s services begin to fail. The 2,000 people within, detached from external realities in the 40-storey building, confronted with their true selves and those of their neighbours, descend into selfishness and – ultimately – savagery. More →

July 5, 2020

From the archive: the future of work and place in the 21st Century ⁰

by Mark Eltringham • Facilities management, Features, Flexible working, Technology, Workplace design

However much we know about the forces we expect to come into play in our time and however much we understand the various social, commercial, legislative, cultural and economic parameters we expect to direct them, most predictions of the future tend to come out as refractions or extrapolations of the present. This is a fact tacitly acknowledged by George Orwell’s title for Nineteen Eighty-Four, written in 1948, and is always the pinch of salt we can apply to science fiction and most of the predictions we come across. More →

July 2, 2020

Leaders need to develop a high care quotient for the new challenges they face

by Chris Parke • Comment, Wellbeing, Working lives

Everything has taken a hit in 2020. Nothing has gone unscathed or unchanged – and the same goes for leadership. From boardrooms to living rooms, meeting rooms to spare rooms, leadership has moved away from face-to-face interactions to digital communications. Meanwhile, forward-thinking initiatives, spurred on by continuing diversity imbalances and widening gender pay gaps, have been put on hold. Following government guidance, only half of businesses published their 2018-19 gender pay gap report – which could reportedly push gender equality back a whole generation. We are risking losing sight of what’s important to us – and unless we’re intentional about how we make systemic, much-needed organisational changes, they’re not going to happen if we only focus on more ‘critical’ things, or keeping the lights on. More →

June 29, 2020

Winners announced for 2020 KI Award from Royal College of Art and Imperial College

by Freddie Steele • Company news

The winners of the annual KI Award, now in its fifth year, were announced in the lead up to the upcoming digital graduation show. The awards and cash prizes are given to final year students selected from the RCA’s ‘Design Products’ and the RCA/Imperial College London’s ‘Innovation Design Engineering’ double masters course. The winning projects showed an outstanding approach to functionality, durability, sustainability and enhancement to user experience for our future working or learning experiences. A summary of each award winner is included below. More →

June 18, 2020

Positive employee experience expected to significantly dip as ‘a new burnout’ looms

by George Eltringham • News, Wellbeing

Kincentric today announced the results of a survey representing over 130,000 employees across 100 companies globally. The findings suggest a strong positive employee experience, however, Kincentric believes these are artificially high due to the extraordinary circumstances and will likely erode within nine months, which is consistent with how most people process change or loss, claims Global Culture & Engagement Practice Leader, Ken Oehler.

March 11, 2020

Flexible offices are not just an issue for the next generation

by John Williams • Comment, Flexible working

For as long as I have been in the industry, workspace has focused on the “next” generation whether that has been the overly-discussed millennials or Gen-Z. As it has grown, the market for flexible offices has inevitably followed the same path, but in doing so its providers could have taken their eyes off the ball by lacking focus on the most cash-rich and flexible generation of all – Generation X. More →

February 17, 2020

Public sector hiring intentions at 12-year high

by Jackie Le Poidevin • News, Public Sector

An increase in hiring intentions among public sector employers looks set to support further employment growth in the UK, according to a report from the CIPD and the Adecco Group. The latest quarterly Labour Market Outlook survey suggests that public sector employment growth is expected to increase in line with the private sector for the first time since 2008. More →

January 13, 2020

The changing expectations of call and contact centres

by Freddie Steele • Company news

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

January 2, 2020

Personality is not only about who you are but also where you are

by Dorsa Amir • Comment

In the field of psychology, the image is canon: a child sitting in front of a marshmallow, resisting the temptation to eat it. If she musters up the willpower to resist long enough, she’ll be rewarded when the experimenter returns with a second marshmallow. Using this ‘marshmallow test’, the Austrian-born psychologist Walter Mischel demonstrated that children who could resist immediate gratification and wait for a second marshmallow went on to greater achievements in life. They did better in school, had better SAT scores, and even managed their stress more skilfully. More →

November 29, 2019

Seeing red about the only home we will ever know

by Mark Eltringham • Environment, Features, Wellbeing, Workplace design

Somewhere in the Utah desert, there is a small living pod designed to emulate conditions on Mars for a group of scientists keen to explore how we might colonise that red planet after messing this blue one up. This came as a surprise to me as did the news that Ikea has been on site recently installing some of its furniture for the occupants. Next up perhaps, an installation of Billy bookcases on the International Space Station as scientists explore the effects on people of a lost screw in zero gravity. I am Jack’s unconstrained rage. More →

November 22, 2019

Office design can be a vehicle for equality and change

by Jeni Durksen • Comment, Workplace design

The way companies design physical environments is a direct reflection of their values and beliefs. Inequality is hardwired into the “standard” office layout, with perimeter offices and fixed desks offering limited settings for unstructured collaboration and recreation, further perpetuating the issue. Modern office design often favours extroversion and emphasises a hierarchy with values that benefit only a small portion of the overall workforce, contributing to organisation-wide imbalance. So how do we create more inclusive workplaces that can be leveraged as vehicles for change? More →

November 15, 2019

Migration of flexible offices to contribute £12 billion to local economies

by Neil Franklin • News, Property

The increasing migration of flexible offices to the outskirts of major UK cities is creating a ‘flex economy’ that could contribute more than £12 billion to local economies in the next decade. That’s according to the first comprehensive socio-economic study of second-city and suburban workspaces. The analysis, conducted by economists on behalf of Regus, claims that as Brexit uncertainty continues to impact the economic landscape, individual flexible workspaces in suburban areas could be a welcome lifeline for local economies.