February 20, 2020
The European Commission has put forward a strategy to promote the development of AI and robotics while putting people first and defending European values and rights. The strategy acknowledges that AI can open up new opportunities for businesses and bring solutions to challenges such as climate change. However, it aims to address the social, legal and ethical impact of new technology. More →
February 4, 2020
More than 600 business and HR leaders gathered at London’s Hilton on Park Lane on 30 January 2020 as the Top Employers Institute, an international certifier recognising excellence in employee conditions, revealed its list of certified UK and Ireland top employers for 2020. The host, comedian Ed Gamble, congratulated the 92 certified employers (82 in the UK and 10 in Ireland). There were 10 newly certified organisations, including Reckitt Benckiser, a consumer goods company, clothing and retail brand Puma and Charles Hurst, a Northern Irish new and used vehicle dealer. 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 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 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 2, 2020
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 →
December 13, 2019
The Royal Institution of Chartered Surveyors (RICS) has launched a new ‘Responsible Business Report with recommendations for real estate firms to develop and implement responsible business practices, to improve their business culture, reduce their environmental impact and attract and retain the brightest talent. Best practice case studies from leading companies such as CBRE, Sodexo, John Lewis and Vinci Facilities are included in the report. More →
December 10, 2019
One of the UK’s leading broadcasters has confirmed its deal with the Rushbond Group for its new national headquarters to be at The Majestic in Leeds city centre. The third, fourth and fifth floors of the building will become home to Channel 4, with teams from across the organisation coming together to operate out of the iconic building. The deal with Channel 4 leaves four floors remaining, from 8,000 sq ft to a total of 39,000 sq ft of workspace to be let to additional dynamic organisations. More →
December 5, 2019
As 2020 approaches, HR leaders are focused on five key measures to continue driving business outcomes, according to a report from Gartner. The priorities include: building critical skills and competencies, strengthening the current and future leadership bench, incorporating organisational design and change management, driving digital business transformation, and enhancing employee experience. More →
December 5, 2019
Against a backdrop of Brexit, political turmoil and a global talent war, retaining the best staff to deliver a competitive advantage has become a crucial priority for many UK business leaders – however few know how to create and deliver the best worker experience, according to new research from Kincentric. More →
November 27, 2019
New research published today by City & Guilds Group claims that the UK risks being left behind as employers across the world race to upskill their workers. As digitalisation and fluctuating economies transform the skills needed in the workplace today, employees are less confident than their bosses that they’ll have skills they need for the future. The study, conducted by City & Guilds Group business Kineo, surveyed 6500 employees and 1300 employers across 13 international markets. It found that employers in developing countries with rapidly emerging economies are among the most likely to ramp up investment in upskilling their workforce in the near future, compared to developed economies such as the UK.
January 14, 2020
The Fourth Industrial Revolution is upon us and we`re not ready for it
by Jamie Morgan • Comment, Technology