November 4, 2020
According to new research from Pluralsight, Inc. (NASDAQ: PS), the technology skills and engineering management platform, 43 percent of UK office workers are worried they will be left behind as companies seek new skills to cope with the rapid pace of change. Yet, despite these upskilling concerns, 47 percent have neglected learning any new skills since the lockdown began in the UK on March 23rd. More →
October 15, 2020
A new report from Dynata, a data and insights company, raises global concerns about the economy, and a “down but not out” resilience across the UK. The report claims that we are now a nation of home workers (as opposed to shopkeepers), juggling a work-life balance as the end of furlough approaches, and many predict a steep rise in redundancies. Dynata’s Global Trends Report: The Economy Edition surveyed over 9000 people across 9 countries globally, including over 1,000 respondents from the UK. More →
September 24, 2020
In a survey of employees and business leaders across 11 nations, The Workforce Institute at UKG (Ultimate Kronos Group) claims only a fraction of employees (20 percent) felt their organisation met their needs during the initial months of the COVID-19 pandemic. But there is a silver lining: a third of employees globally (33 percent) say they trust their employer more now than before the pandemic began because of how organisations reacted. More →
August 13, 2020
Three quarters of UK employees (74 percent) trust their employer to create a physically safe workplace and generally healthy work environment and the vast majority (92 percent) of employees are at least “a little” comfortable with contact tracing led by their employer for the purpose of organisational safety. This is according to a new survey Kronos Incorporated of 3,903 employees across 10 countries. More →
July 30, 2020
Today’s city living is falling short of citizens’ increased expectations in the digital age. This is according to a new report from the Capgemini Research Institute that explored responses from 10,000 citizens and over 300 city officials across 10 countries and 58 cities. It found that many citizens are frustrated with the current set up of the city in which they live and are prepared to show their opinion by leaving for a more digitally advanced city. On average, 40 percent of residents may leave their city in the future due to a variety of pain points including digital frustrations. More →
July 24, 2020
June 30, 2020
In the face of unprecedented health and economic disruption caused by the COVID-19 pandemic, ‘millennials’ and ‘Gen Zs’ express resolve and a vision to build a better future, a new Deloitte survey claims. The 2020 Deloitte Global Millennial Survey, now in its ninth year, suggests that both generations remain resilient in the face of adversity and are determined to drive positive change in their communities and around the world. More →
March 12, 2020
A gap exists between the way leaders and employees view progress toward equality in their organisations, according to new research from Accenture. Closing the gap will yield benefits for companies and their employees. The report, “Getting to Equal 2020: The Hidden Value of Culture Makers,” which includes research across 28 countries, claims that organisations are at an inflection point. Today’s UK workforce cares increasingly about workplace culture and believes it is critical to helping them thrive in the workplace (reported by 80 percent of women and 66 percent of men), and a majority of leaders (62 percent) believe an inclusive workplace culture is vital to the success of their business. More →
February 11, 2020
Freelancers value the freedom and flexibility of being their own boss but their happiness is most closely correlated with how much money they earn, a survey of 7,000 freelancers has claimed. According to the report from Payoneer (registration required), the worldwide average hourly rate charged by freelancers is $21, up from $19 two years ago. This is significantly higher than the average salary in many of the 150 countries surveyed. Those who work exclusively in freelancing earn a higher rate and are more satisfied with their lifestyle than those who split their time working for a company. 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
October 23, 2019
A new report claims that US based businesses are not addressing the needs of an increasingly “deskless workforce” which thinks flexible working is a right that should be valued more than other benefits. The Future is Flexible: A New Workforce Paradigm Evolving From the Gig Economy (registration) from Quinyx compiles publicly available data alongside a survey of more than 4,000 employed Americans over the age of 18. It claims that, behind wages, flexibility is one of the most important factors of happiness at work for this growing flexible workforce, higher than health benefits, culture, and employee discounts. More →
Environmental concerns and the changing work landscape could lead to a noticeable drop in both domestic and international business travel, as nearly half of UK workers (48 percent) are concerned about its negative environmental impact, according to new research from