April 7, 2020
Mergers & acquisitions should always lead to a cultural identity shift. This can range from a complete reinvention of identity and purpose to just a slight shift that includes the new partner: its history, narrative and critical traits. More →
March 27, 2020
A new study by Mercer claims the COVID-19 pandemic and subsequent uncertainty are accelerating changes in the way organisations around the world are working and will continue to work into the future. Particularly in challenging times, employers are focusing on their workforce, specifically fostering healthy lifestyles, supporting financial wellness and providing skills and training as careers change due to AI and technology developments. More →
February 28, 2020
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 →
February 26, 2020
Two thirds of UK business leaders expect developments in technology to lead to an increase in the number of permanent jobs created this year, a survey has suggested. The South West and Wales region is the most confident about the impact of new technology, with nearly three quarters of businesses anticipating jobs growth, compared to 56 percent in the least optimistic region, the North of England. More →
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 14, 2020
Cast your mind back a decade or so and consider how the future looked then. A public horizon of Obama-imbued “yes we can” and a high tide of hope and tolerance expressed in the London Olympics provides one narrative theme; underlying austerity-induced pressure another. Neither speaks directly to our current world of divisive partisan politics, toxic social media use, competing facts and readily believed fictions. 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 →
April 8, 2020
Finance leaders gear up for life after lockdown
by Stephen Norris • Comment, Property