January 24, 2020

Workplace culture can eat strategy for breakfast

by Alistair Craig • Comment, Workplace design

It was management consultant and author Peter Drucker who coined the well-worn maxim that “culture eats strategy for breakfast”. But often it is used in the wrong way. Far from suggesting that culture alone dictates workplace function, he presented culture as a first among equals. A strategy that does not heed culture is more likely to fail. A culture without strategy is prone to go adrift. It is vital for an organisation to be aware of its own culture and subcultures. Without self-awareness, the steps to improve or nuture those within the organisation will be futile. (more…)

January 24, 2020

Changing world of work yet to reshape expectations of young people

by Neil Franklin • News

Huge changes to the world of work over the past two decades have made little impact on teenagers’ career expectations, which have become more concentrated in fewer occupations, according to a new OECD report. Dream jobs: Teenagers’ career aspirations and the future of wor k says 47 percent of boys and 53 percent of girls surveyed in 41 countries expect to work in one of just 10 popular jobs by age of 30. The figures, based on the latest PISA survey of 15-year-olds released last month, reveal a narrowing of expectations as these shares increased by eight percentage points for boys and four percentage points for girls since the 2000 PISA survey. (more…)

January 22, 2020

We might spot patterns in office design, but a global picture is beyond us

by Mark Eltringham • Comment, Facilities management, Workplace design

The ongoing evolution in the design of the places we work has much in common with evolution in the natural world. But whereas natural selection is dependent on its ‘Blind Watchmaker’ to indirectly shape creatures in response to the constantly changing forces in their environment own, office design is anything but blind – at least it is when done intelligently and with insight. (more…)

January 22, 2020

Workplace bullying is being swept under the carpet

by Jackie Le Poidevin • News

A quarter of employees think challenging issues like workplace bullying and harassment are swept under the carpet in their organisation, a new report from the CIPD, the professional body for HR and people development, claims. (more…)

January 21, 2020

The vaguery of workplace serendipity

by Neil Usher • Comment, Facilities management, Technology, Workplace design

It has become vogue to refer to the workplace as being ‘all about people’. It points in all directions at once. Organisations need fit, healthy, happy, skilled, motivated, engaged and purposeful people being (and feeling) productive and doing their best work every day. They want their people working closely together – they’ve spent a lot of time and money drawing in those they feel can contribute to a whole that is other than the sum of the parts. (more…)

January 20, 2020

Digital culture is key to attracting contingent workforce

by Mike Ryan • Comment, Workplace

Over the past decade, we’ve witnessed a radical change in the makeup of workforces in the UK and globally. The rise of flexible workforces continues unabated, to the point where contingent workers are a significant and vital part of the employment fabric. Demonstrating this point, recent research by the City & Guilds Group found that 84 percent of UK employers use contingent workers, and 35 percent anticipate they will rely on them more in the next 3-5 years. (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 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 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

January 13, 2020

Other things being equal, this year will see the end of open plan and start of a four day week

by Mark Eltringham • Features

You’ll only get one prediction from me this year and that’s about how all of the other workplace predictions will be cut and paste jobs from the past three decades and more. If you want to take a cynical approach to the whole thing, you’ll find one from your humble servant here. Apart from that, if you only read one set of actual predictions for 2020 or even the Twenties (that’ll take some getting used to), then make it this from an author also jaded and burdened by too many glib pronouncements about work and workplaces in general and the annual parade of predictable predictions in particular. (more…)

January 8, 2020

From the archives: Is this the missing piece of the facilities management puzzle? ⁰

by Ian Ellison • Facilities management, Features, Premium Content, Work&Place, Workplace design

The IFMA Foundation Workplace Summit of summer 2014 felt like an optimistic time for facilities management and the workspace industry. Heavyweights from the sector were asking searching questions about our organisational contribution, with thankfully less of the internally focused, debate-free hubris typical of much of the industry narrative. The newly announced (and now evidently historical) collaboration between BIFM and CIPD was in full swing, endorsed by social media savvy Twitterati under The Workplace Conversation banner. (more…)

January 8, 2020

Majority of organisations remain unprepared for executive pay gap reporting

by Neil Franklin • News, Workplace

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…)