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 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
Over a third of UK employees (39 percent) at small-to-medium sized businesses are unhappy with their jobs and 36 percent believe their employer does too little to retain them, according to new research from People First. Exploring the attitudes of 250 bosses and 250 employees across the UK, the research claims to identify a major difference in outlook as more than eight-in-ten (86 percent) SMB bosses believe they have a happy workforce. More →
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 7, 2020
Imagine a world with no freelancers, holiday cover workers, or people to help fill the hiring gaps on projects. With IR35 extending into the private sector, this could be a reality; and we should be worried that a skilled and flexible workforce of freelancers could soon be extinct. Instead of dealing with the headache of the new regulations, 20 percent of UK businesses said they plan to axe contract workers. Freelancers themselves might be worried about how the new iteration of IR35, due to come into force in April next year, will affect their ability to work, and hastily take on permanent positions. More →
January 3, 2020
Flexible working has become an important part of the modern UK economy, with over half of employees taking up a flexible working arrangement. However, Nuffield Health’s latest whitepaper The effects of remote working on stress, wellbeing and productivity has found while remote working is associated with higher workplace wellbeing, it can also present many business challenges including the risk of burnout for an increasingly diverse workforce. More →
December 30, 2019
New projections from Rest Less, a jobs, volunteering and advice site for the over 50s, claims that workers aged 65 and over are likely to be responsible for at least 50 per cent of all UK employment growth in the next 10 years. The analysis, based on population projections from the Office of National Statistics, makes an assumption that the current employment rate of each age group will remain static, and suggests that with population changes alone, the over 65s are likely to be responsible for 52 per cent of all the UK’s employment growth in the next 10 years, 57 per cent in the next 20 years and as much as 62 per cent by 2060. More →
December 17, 2019
More than one in ten (12 percent) so-called gig workers in the UK are working multiple roles and consider temporary work as their main role, taking advantage of improved work-life balance, greater variety of work and the ability to see more of their families, according to a new report. The research, carried out by Reed Specialist Recruitment, for its Temporary isn’t Temporary campaign, surveyed 5,000 workers and looked at their experience of, and attitude to, temporary and multiple career roles.
December 16, 2019
One of Labour’s flagship policies for its 2019 general election campaign was to introduce a four-day week. More accurately, its policy is to introduce a 32-hour week. This brought flexible working again into the media spotlight. Research suggests that flexible working and reduced hours can have multiple benefits, including improved mental health and greater productivity. More →
December 16, 2019
Whether to keep colleagues updated or to share a new idea, WhatsApp groups are increasingly becoming a go-to communication tool in the workplace. There are benefits to having such informal communication channels – they can be less hierarchical and improve cohesion within the team, as well as being a fast and easy way to communicate and share images. On the flip side, the lack of formality means that there are risks associated with them. More →
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 →
January 14, 2020
The Fourth Industrial Revolution is upon us and we`re not ready for it
by Jamie Morgan • Comment, Technology