January 17, 2020
Cass Business School and Slack have published new research into the nature future of teamwork which identifies the relationships between team alignment and execution, drivers for competitive advantage, and the role of new workplace technologies. It suggests that teams are the fundamental building blocks of modern organisations but their role in delivering better outcomes for an organisation is still undervalued. More →
January 16, 2020
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 14, 2020
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
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
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 9, 2020
The new digital edition of IN Magazine is now available to read online. In this issue: reviews of both MIPIM and the Workspace Design Show; a reappraisal of scientific management; what the new generation of workplace apps tell us about how we work; a case study that prompts the question of why office designers don’t make more use of reused products; the road to hell is paved with bad information; why facilities managers are the goalkeepers of the workplace; the final word on self-awareness; and much more.
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January 7, 2020
Toyota has revealed plans to build a prototype city of the future on a 175-acre site at the base of Mount Fuji in Japan. Announced at CES 2020, the global consumer technology show in Las Vegas, the Woven City will be a fully connected ecosystem, powered by hydrogen fuel cells. Envisioned as a “living laboratory,” the city will be home to full-time residents and researchers who will be able to test and develop technologies such as autonomy, robotics, personal mobility, smart homes and artificial intelligence in a real-world environment. More →
December 11, 2019
The next decade promises to offer both incredible opportunity and challenge for all of us. Technologies like artificial intelligence will no longer be considered new but will instead be at the heart of some huge disruptive changes that will run right through our society. In particular, AI will start to enable the automation of many things that were previously deemed too complex or even too “human”. We’ll see these changes and tech trends at work – traditional professions like accountancy, lawyers and others will over time, see significant portions of what they do be taken over by virtual robots. Vocations such as lorry drivers, taxi drivers and even chefs may disappear as machines are introduced to perform the same function but with more consistent results and less risk. More →
December 9, 2019
It is common for many employees to send, read and reply to work emails at all hours of the day and night, including weekends. This change in work culture developed in recent decades and has accelerated with the advent of smartphones. But is this a breach of employment law? The short answer is that “it depends” and we need some test cases to clarify the situation, not least in the UK. Some workplaces have a culture of long working hours and it can be difficult for an individual employee to go against it. The contract may refer to a 40-hour week but the reality may be very different. Smartphones and other digital devices have contributed to a culture of “digital presenteeism”. More →
December 6, 2019
A new study from tech recruiter CWJobs claims to identify what it calls the ‘staggering level’ of ageism that IT and tech workers face at work. From seemingly innocuous comments to being overlooked for promotion in favour of younger colleagues, a worrying number of the UK’s tech-sector employees are facing daily hurdles to prove they’re not yet a career ‘dinosaur’. Well over a third (41 percent) of IT and tech-sector workers said they have observed age discrimination in the workplace, compared to 27 percent average across other UK industries. It’s no surprise then that 61 percent of workers in the sector answered ‘yes’ when asked if, in the tech industry employees experience prejudice when considered to be older, the highest of any UK sector. More →
December 5, 2019
As 2020 approaches, HR leaders are focused on five key measures to continue driving business outcomes, according to a report from Gartner. The priorities include: building critical skills and competencies, strengthening the current and future leadership bench, incorporating organisational design and change management, driving digital business transformation, and enhancing employee experience. More →
January 3, 2020
Burnout remains a risk for workers of all generations
by Brendan Street • Comment, Wellbeing