March 31, 2020

Most workers not productive while working from home, report claims

by Neil Franklin • Flexible working, News

No more than 15 percent of healthy workers confined to their homes will work productively, argues new research from right leaning think tank the Institute of Economic Affairs. Government restrictions on social interaction designed to slow the spread of coronavirus have led to a rapid increase in the number of people working from home. But a new briefing paper from the Institute of Economic Affairs (IEA) suggests this is unlikely to be maintained in the long term. More →

March 27, 2020

Tech purchases surge as Brits prepare to work from home

by Jayne Smith • News, Technology

Research of product popularity and customer click out data by product comparison service, PriceSpy, claims that home office tech purchases of desktops, tablets and laptops – surged by an average 46 percent as Brits prepared to work from home during the Coronavirus pandemic. More →

March 19, 2020

Will coronavirus mean the death of the office?

by Mark Eltringham • Comment

Betteridge’s law of headlines declares that “Any headline that ends in a question mark can be answered by the word no”. And so I simultaneously ask and answer the question of whether the coronavirus pandemic will really lead to the death of the office. So it goes. Of course, I’m not the first person to raise the question over the last few weeks as the world adapts to the threat of the pandemic. But it’s worth reminding ourselves that the demise of the office has been predicted for at least a quarter of a century, although never in such circumstances. More →

March 13, 2020

The UK is not well enough prepared for working from home

by Neil Franklin • Flexible working, News

Figures released today suggest that the UK is one of the least prepared countries to introduce a mass home-working strategy. Leesman has surveyed more than 700,000 employees worldwide. Of the 139,778 UK workers in its index, 55 percent have little or no experience working from home, compared with 52 percent of respondents globally. More →

March 12, 2020

Company reputations can live or die by the behaviour of employees on social media

by Pete Eyre • Comment, Technology

A recent survey from law firm Herbert Smith Freehills suggests that 95 percent of large organisations polled expected a rise in the number of employees using social media, such as Twitter, to raise complaints and concerns about their company over the next five years. It is an extremely worrying development for business. While social media can in general be a great platform for everyone to have their voice heard, in this context, it takes an internal issue to a public space and it could do a great deal of harm to the business concerned. An aggrieved employee tweeting criticisms of their company has the potential to go viral, garnering vast numbers of likes and reaping untold damage to the reputation and brand of the organisation concerned. More →

March 4, 2020

Agility may be the key to surviving uncertainty, but what does it mean?

by Victoria Normark • Comment

Amid continued economic and political uncertainty, following the UK’s withdrawal from the European Union (EU), the adoption of agile practices will be more important than ever for businesses to survive and adapt to market change. But when we talk about agility in a business context, what do we really mean?

March 4, 2020

New smart building suite for a people centric workplace experience

by Freddie Steele • Company news

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 →

February 28, 2020

Exploring life at the new Siemens Campus in Zug

by Mark Eltringham • Features, Technology, Working culture, Workplace design

When it comes to creating an office to call home, all of the usual challenges are magnified by several degrees for a company like Siemens. It can’t afford to skimp on the building’s services, green credentials, integrated technology and all-round smartness then hold meaningful conversations on the same subjects with its clients. So, the new Siemens Campus in the Swiss town of Zug has to showcase the best the firm has to offer as well as delivering for the people who work there. More →

January 21, 2020

The vaguery of workplace serendipity

by Neil Usher • Comment, Facilities management, Technology, Workplace design

It has become vogue to refer to the workplace as being ‘all about people’. It points in all directions at once. Organisations need fit, healthy, happy, skilled, motivated, engaged and purposeful people being (and feeling) productive and doing their best work every day. They want their people working closely together – they’ve spent a lot of time and money drawing in those they feel can contribute to a whole that is other than the sum of the parts. 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

January 8, 2020

From the archives: Is this the missing piece of the facilities management puzzle? ⁰

by Ian Ellison • Facilities management, Features, Premium Content, Work&Place, Workplace design

The IFMA Foundation Workplace Summit of summer 2014 felt like an optimistic time for facilities management and the workspace industry. Heavyweights from the sector were asking searching questions about our organisational contribution, with thankfully less of the internally focused, debate-free hubris typical of much of the industry narrative. The newly announced (and now evidently historical) collaboration between BIFM and CIPD was in full swing, endorsed by social media savvy Twitterati under The Workplace Conversation banner. More →