Search Results for: digital

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

January 9, 2020

IN Magazine

by Mark Eltringham •

January 7, 2020

Toyota to build prototype city of the future at base of Mount Fuji

by Neil Franklin • Cities, Environment, News, Technology

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…)

January 3, 2020

Burnout remains a risk for workers of all generations

by Brendan Street • Comment, Wellbeing

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 11, 2019

Tech trends to watch that will disrupt 2020 and beyond

by Dave Coplin • AI, Comment, Public Sector

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

Do emails outside of work hours breach employment law?

by Darius Whelan • Comment, Technology, Wellbeing

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

Age discrimination now begins for tech workers at 29

by Jayne Smith • News, Workplace

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

Gartner report sets out top 5 priorities for HR leaders in 2020

by Neil Franklin • News, Workplace

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…)

December 5, 2019

Firms know of a link between worker experience and success, but cannot find it

by Neil Franklin • Business, News

Against a backdrop of Brexit, political turmoil and a global talent war, retaining the best staff to deliver a competitive advantage has become a crucial priority for many UK business leaders – however few know how to create and deliver the best worker experience, according to new research from Kincentric. (more…)

December 2, 2019

What you need to know about paying wages in cryptocurrency

by Freddie Steele • Company news, Promotion

Not all of your employees will prefer to have their hard work rewarded with often volatile cryptocurrencies. However, for those already investing in it, having some or all of their salary given as a digital currency may be more appealing and convenient. Below you can find the details of what you will need, some examples of people already doing it and the obstacles you will face.

To make paying your employees a reality, both you and your workers will need to have some additional things. The first is everyone will need a secure wallet to pay the cryptocurrency in. Making sure the best wallets are chosen is vital because there is no backup to the funds stored in them like there is at a conventional bank. Anyone considering their options should not forget to check out the Luno Bitcoin wallet with exceptional safety and stellar reviews.

The other help you will need as a business is a dedicated team of bookkeepers who know how to track payments in Bitcoin – more on that shortly.

Companies already paying in Bitcoin

There are some firms already making the leap to paying employees in cryptocurrency. Notably, a Japanese firm has started using Bitcoin to pay staff. At the moment, this is rare as most firms find the process difficult due to some legalities and taxation issues.

Another way people have been getting paid in cryptocurrency is through freelancing work via apps. There are many apps on the market that will pay freelance workers to complete projects in exchange for Bitcoin and alike. Earn.com is one of the most established, but many similar apps are available.

Legalities and tax

One of the reasons that some of the most trendy fintech startups are not paying in crypto as of yet is because it is an overly complex procedure. For some, it is just not possible as it is against the law to do so, including in many South American and Asian countries. Even in those that do not make it illegal, the taxation and invoicing practicalities of doing so put them off.

For example, in the USA you can legally pay in crypto, but all forms need to show values in US dollars and sophisticated and specialist accountants and bookkeepers would be required, which adds to business expenses.

Will the rules change?

It is possible that as cryptocurrencies become even more mainstream and accepted – as well as regulations are implemented upon them – the idea of paying in crypto will become not only legal, but more feasible. That day may come, but the wait until it is easy to do may be long.

For now, employees may be better swapping their fiat salaries for crypto with a trusted exchange platform and a reliable wallet.

Image by Icons8_team

November 29, 2019

HR profession needs to modernise if it is to stay relevant

by Neil Franklin • News, Workplace

Following the recent Gartner study describing the unpreparedness of the HR function for the future of work, another report is exhorting managers to step things up. According to the KPMG International global Future of HR survey, close to 3 in 5 (57 percent) Human Resources executives believe that if their function doesn’t modernise its approach to understanding and planning for the future needs of the workforce, it will rapidly become irrelevant within the modern organisation. (more…)