January 16, 2020

Employers shift focus to wellbeing and employee benefits

New research from Aon claims that employers have increased their strategic focus on both emotional and financial wellbeing programmes, while physical wellbeing programmes have remained largely static. Aon’s UK Benefits & Trends 2020 Survey (registration) shows that 51 percent of employers now have financial wellbeing strategies in place, up from 21 percent three years ago, while 68 percent have emotional wellbeing strategies, up from 41 percent. These were the least developed pillars of employee wellbeing when Aon asked organisations in its 2017 UK Health Survey. More →

January 16, 2020

What Baloo can teach us about our suspicion of tall buildings

by Mark Eltringham • Architecture, Cities, Comment

“What Baloo had said about the monkeys was perfectly true. They belonged to the tree-tops, and as beasts very seldom look up, there was no occasion for the monkeys and the Jungle-People to cross each other’s path.” Of course, Rudyard Kipling meant this figuratively but there is a clear link between ‘up’ in the figurative sense and ‘up’ in the physical sense. The executives at Omnicorp don’t lease the most expensive offices in a tower in so they can sit around on the ground floor watching the hoi polloi pass by at street level. They need to be at the top of the building looking down on them. More →

January 16, 2020

Business ethics and morality have their limitations, new analysis suggests

by Jayne Smith • Business, News

Morality has its limitations in the business domain, according to a new analysis of available research by Dr Hannes Leroy from Rotterdam School of Management (RSM) Erasmus University and his co-authors. This is despite the fact that there is a widespread belief that morality and business ethics matter in the way organisations act, although there is also a concomitant belief that there is a general lack of attention to morality in the world of leadership. This appears to be true regardless of industry, firm size, or the status and level of a leader in a company. More →

January 16, 2020

HR leaders feel completely unprepared for the future of work

by Neil Franklin • News, Workplace

Most chief people officers (CPOs) in the US realise they need new skills to meet the demand of the 21st century role, but few are prepared, citing a lack of development and investment from the C-suite, meaning they feel unprepared for the future of work. This is according to a new study by HR People + Strategy (SHRM’s Executive Network of business and thought leaders in human resources) and with Willis Towers Watson, a global advisory, broking and solutions company. The study, based on direct input from more than 500 executives, examined the key changes shaping the CPO role and identifies a pathway for developing and accelerating this next generation of HR leaders. More →

January 15, 2020

Energy demand in offices should be cut by 60 percent, report claims

by Jayne Smith • Environment, Facilities management, News

Following a consultation exercise with industry and an analysis of the projected zero carbon energy capacity of the UK, UKGBC is recommending that the offices sector should reduce energy demand by an average of 60 percent by 2050 to help the UK achieve net zero. More →

January 15, 2020

Workers value comfort and functionality over quirky office design

by Neil Franklin • News, Wellbeing, Workplace design

Employees value physical office design features and amenities that offer them a greater deal of comfort and functionality in the workplace. They especially favour outdoor views, natural light and on-site food services, according to a new report from CBRE based on a survey of 1,600 North American office users. More →

January 15, 2020

Disconnect between HR and finance is key to productivity puzzle

by Neil Franklin • News, Workplace

A continued disconnect between HR, Finance and business leaders is an important driver of the UK’s enduring low productivity levels, a new report claims. The research commissioned by OrgVue, claims that if better organisational planning was adopted by UK organisations, GDP could be boosted by £10.4 billion due to improved productivity. More →

January 15, 2020

Renewable energy should make up half of all supply by 2030

by Jayne Smith • Environment, News

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

Issue 1 of IN Magazine is now online

by Mark Eltringham • IN Magazine, News

It’s been six years since Workplace Insight first appeared as a blog. I’d been in the office design and management sector for twenty years already, but I created Insight to explore both a new medium and a new conversation about work and workplaces. Since that time we have published over 6,000 stories with contributions from over 400 people. And – get this – we have been read by over 2.5 million people both in the UK and around the world. Clearly, we have been on to something, chronicling the development of what is essentially a new discipline. More →

January 14, 2020

The Fourth Industrial Revolution is upon us and we`re not ready for it

by Jamie Morgan • Comment, Technology

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 14, 2020

Office design in the US now more closely aligned with needs of workers

by Neil Franklin • News, Wellbeing, Workplace design

Office design and expectations around professionalism in the workplace are evolving along with the modern workforce in America, according to a new report from researchers at Olivet Nazarene University. The Modern Office Study claims that office design is evolving in parallel with changes in working culture, especially in the way that traditional North American cubicles, which were once the default model of office design in the US, are rapidly being replaced with open plan layouts. The report claims that these are now found in over half of American workplaces. 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