January 15, 2020
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 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 8, 2020
Three-fifths of UK organisations are still not ready to report their executive pay gap almost twelve months after the legislation came into force, claims a new poll by HR services provider MHR. This year UK listed companies with more than 250 employees are, for the first time, obliged to publish the pay ratio between their CEO and “average” employees in early 2020 and explain the reason for their executive pay ratios. More →
January 6, 2020
The average FTSE 100 boss will have already earned as much by 5pm today as a typical employee will take home this entire year. According to the analysis from the CIPD and the High Pay Centre, those leading Britain’s biggest companies earn 117 times more than the average worker. The CIPD and High Pay Centre are calling on businesses not to treat the new reporting requirements on executive pay as a ‘tick-box’ exercise and to use it as an opportunity to fully explain CEO pay levels. They also highlight the need for firms to provide a clear rationale for why CEOs are paid what they are and what is being done to address the issue of fair pay in their organisation more broadly. They consider this an important step to help build trust in business amongst employees, wider stakeholders and society. More →
December 20, 2019
The big workplace news story of the past week or so appears to be one about a toilet seat. Sometimes it’s in the small things we can discern a greater truth. To see a world in a grain of sand, as William Blake wrote. The seat of this much discussed loo is tilted forward by 13 degrees so that after about five minutes it becomes very uncomfortable because people tire of using their legs to stop themselves sliding off. The reason is clearly to stop them ‘wasting time’ on the toilet. More →
December 19, 2019
There is no I in Team – as the saying goes. But new research suggests it is important for individuals to feel personal ownership towards a team project in order to be more creative. The study, led by Dr Ieva Martinaityte of the University of East Anglia (UEA)’s Norwich Business School, suggests that this also drives each member to invest more time and effort into the project.
December 18, 2019
Many recent discussions have centered on the drawbacks of the open-plan office, a major format in the UK, and possible pathways to the communal workplace of the future. As part of this, it has been acknowledged that the factors responsible for determining the open-plan office’s performance are complex, and a number of the present-day workplace’s characteristics are messy and hard to quantify. In this brief article, I present anthropological methods as means for practitioners to further unpack the symbolic aspects of communication in open-plan offices and spark workplace solidarity.
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 12, 2019
Glassdoor has announced the winners of its 12th annual Employees’ Choice Awards – its sixth in the UK – honouring the Best Places to Work in 2020 across the UK and eight other countries. Unlike other workplace awards, the Glassdoor Employees’ Choice Awards are based on the input of employees who voluntarily provide anonymous feedback, by completing a company review about their job, work environment and employer over the past year. Common themes among the Top 50 UK Best Places to Work in 2020 include work-life balance, a great culture, smart people and respect for and from leadership and senior management. More →
December 12, 2019
Four years after the Paris Climate Agreement, tangible action from governments is falling well short of what is needed to restrict global warming to 1.5° Celsius. Meanwhile, the actions of the majority of businesses that do support emissions reductions also currently fall far short of where they need to be to address climate change. A new impetus for 2020 to raise company ambitions to net zero emissions by 2050 at the latest, is required. These are the findings of a new report, The Net Zero Challenge published by the World Economic Forum. More →
December 11, 2019
Today, seven major global private sector companies including Goldman Sachs and Lendlease have announced pledges to slash emissions from their buildings to net zero, by signing up to the World Green Building Council’s (WorldGBC) Net Zero Carbon Buildings Commitment (the Commitment). The organisations have pledged to take urgent action to ensure their own portfolios of buildings operate at net zero carbon by 2030 or sooner. More →
January 7, 2020
The culling of freelancers with IR35 is a really, really bad idea
by Dean Sadler • Comment, Flexible working