February 27, 2020

The integration of people, place and policy will define the new workplace era

by Frances Gain • Comment, Wellbeing, Workplace design

With a new decade comes a renewed focus on talent for workplace designers. Employers are beginning to better understand the value in hiring neurodiverse employees for creative and strategic thinking. They also understand that creating physical and digital workspaces, which blend the principles of universal design (making spaces accessible for the broadest possible range of individuals), and encouraging wellness are essential for attracting top talent and giving their business a competitive edge. More →

February 18, 2020

London office rents to rise due to “Boris bounce”

by Jackie Le Poidevin • News, Property

Rents for new, Grade A office space are likely to rise in many parts of London this year, a property consultancy has predicted. According to Carter Jonas, rents for prime located, new, mid-rise, Grade A space above 5,000 sq ft will typically increase by £1.50 – £2.50 per sq ft per annum by the last quarter of 2020 across most of the London office sub-markets. The forecast increases are being underpinned by continued low vacancy rates and unexpectedly strong demand as business confidence increases following the general election. More →

February 14, 2020

Six in ten workers worry about disappointing boss

by Jackie Le Poidevin • News, Working culture

Nearly six in 10 British workers (58 percent) worry about disappointing their manager, with more than a third (36 percent) saying they rely on praise from their boss to help boost their confidence at work, a survey has claimed. CV-Library surveyed over 2,000 UK professionals for the study, which also suggests the younger generation are most likely to worry about letting their boss down (83 percent of under 18s and 62 percent of 18-24 year olds), while only 53 percent of 55-64-year olds are concerned about this. More →

February 14, 2020

Trends set to improve people’s working lives examined in new report

by Jackie Le Poidevin • News, Working lives

New research has been published aimed at understanding trends, practices and priority areas for improving employees’ experience and creating better places to work. The report, Roundel 2020 (registration required), was commissioned by employee engagement firm Home and asked HR and internal communications professionals about issues such as integrating new employees into the organisation (‘onboarding’), performance management, diversity and inclusion, and health and wellbeing. More →

January 31, 2020

Communicating employee rewards boosts engagement

by Jackie Le Poidevin • News, Working culture

Communicating a business’s “employee value proposition” or EPV – the package of rewards that it offers in return for the person’s performance at work – is having an increasingly positive impact on employee engagement, retention and recruitment, research has claimed. Aon’s Benefits & Trends 2020 Survey (registration required) suggests that although the percentage of employers who have, or are working towards, an EVP remains similar to last year (76 percent), the number that now communicate it to staff has increased. Of those employers that have an EVP, 77 percent now explain it to employees, an increase of 9 percent on 2019.

January 30, 2020

Can corporate culture help reduce workforce burnout?

by Leigh Anderson • Company news

It may not always be evident to those working in logistics, but burnout doesn’t exist solely in supply chain recruitment – it’s a recognised condition which is having an impact across all industries and sectors. According to the Labour Force Survey, the UK lost 15.4 million working days in 2017/18 to work-related stress, depression or anxiety, with 239,000 new cases reported. Increasingly, severe cases are being recognised as ‘burnout’. More →

January 30, 2020

Firms swap overseas placements for short-term trips

by Jackie Le Poidevin • Business, News

Many companies are moving away from long-term overseas placements in favour of short-term transfers, a report has suggested. To reduce costs and meet changing business and worker needs, firms are shifting from typical transfers of one to three years to moves of around three to 12 months, KPMG International‘s latest Global Assignment Policies and Practices (GAPP) survey says. Although this shift allows organisations more flexibility, they must implement the necessary processes to remain compliant with immigration and tax rules, the report warns. More →

January 29, 2020

People ten times more likely to stay in their job for friendships than a pay rise

by Jackie Le Poidevin • News, Working culture

Following reports that job applications on the first working Monday of the New Year spiked by 89 percent compared to the average Monday in December, many UK businesses may be missing a trick in their efforts to retain staff, new research has suggested. When researchers commissioned by Eko asked 1,000 employees what factors would make them stay in their job for longer, they were ten times more likely to stay put for friendships than for a pay rise. Indeed, only 3 percent of workers cited a pay rise as something that would make them stay with their employer for longer. More →

January 24, 2020

AI to do two-thirds of managers’ routine work by 2024

by Jackie Le Poidevin • News, Technology

Artificial intelligence (AI) and emerging technologies such as virtual personal assistants and chatbots will replace 69 percent of managers’ workload by 2024, Gartner, Inc. has predicted. As well as taking over routine tasks, AI will also make work more accessible for employees with disabilities, a new report from the research and advisory company claims (registration required). More →

January 23, 2020

Aligning talent with strategy is the key to business success

by Neil Franklin • News, Workplace

Companies that align talent with business strategy outperform others by 16 percent, retain 30 percent more top performers, and see 34 percent higher employee performance according to The State of Talent Optimization Report (registration) from The Predictive Index. More →

January 20, 2020

Digital culture is key to attracting contingent workforce

by Mike Ryan • Comment, Workplace

Over the past decade, we’ve witnessed a radical change in the makeup of workforces in the UK and globally. The rise of flexible workforces continues unabated, to the point where contingent workers are a significant and vital part of the employment fabric. Demonstrating this point, recent research by the City & Guilds Group found that 84 percent of UK employers use contingent workers, and 35 percent anticipate they will rely on them more in the next 3-5 years. 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