Search Results for: benefits

Uber workers cling to “precarious” existence

Uber workers cling to “precarious” existence

UberPolicy makers should resist claims by Uber that its drivers fall into a middle ground between traditional employees and independent contractors, a new study says. The research report, Profits Uber Everything?, by Rotterdam School of Management, Erasmus University, examines Uber’s argument that its drivers are “independent workers” who are, in some respects, like individuals working for others and in other respects are like independent businesses. The company is only trying to establish this new category to exonerate itself of any responsibility for the workers, the researchers claim. (more…)

Communicating employee rewards boosts engagement

Communicating employee rewards boosts engagement

rewardsCommunicating a business’s “employee value proposition” or EPV – the package of rewards that it offers in return for the person’s performance at work – is having an increasingly positive impact on employee engagement, retention and recruitment, research has claimed. Aon’s Benefits & Trends 2020 Survey (registration required) suggests that although the percentage of employers who have, or are working towards, an EVP remains similar to last year (76 percent), the number that now communicate it to staff has increased. Of those employers that have an EVP, 77 percent now explain it to employees, an increase of 9 percent on 2019.

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Gig economy is a “trap” for vulnerable workers

Gig economy is a “trap” for vulnerable workers

The promised flexibility of the gig economy is an illusion for many workers, who need to put in long hours to make ends meet, a new report has claimed. The report by Doteveryone, a think tank set up by businesswoman Martha Lane Fox, calls on the government to create a ‘minimum gig wage’ to ensure workers have enough to live on after expenses such as petrol. It also urges employers to be clearer with workers about their true pay and to inform customers where their money goes. (more…)

Gig economy workers should not all have equal rights

Gig economy workers should not all have equal rights

gig economyPolicy makers should beware of classifying all gig economy workers as “employees”, a new research report has claimed. Such workers vary in age, income and education in a similar way to the traditional workforce and crafting regulations that treat both fully committed and occasional gig workers as one group is unlikely to be an efficient solution, the report from IZA World of Labor contends. (more…)

Equal pay: women too polite to ask for more money

Equal pay: women too polite to ask for more money

equal payMillions of women could be missing out on higher salaries as 82 percent never negotiate their pay when applying for jobs, new research has claimed. The fear of being “rude” or “ungrateful”, compounded by concerns from 21 percent that asking for equal pay could jeopardise benefits such as maternity leave or flexible working, is silencing women when it comes to money, the survey of 1,000 working women suggests. (more…)

Workplace culture can eat strategy for breakfast

Workplace culture can eat strategy for breakfast

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…)

New generation prefer technology to face-to-face negotiation

New generation prefer technology to face-to-face negotiation

Digital negotiationYounger decision makers are increasingly relying on technology such as emails, video conferencing and WhatsApp in negotiations with suppliers, rather than speaking to them face-to-face, new research from Barclaycard Payments has claimed. Despite supplier negotiation being regarded as an ‘art’ by seven in 10, many said it will increasingly be conducted digitally over the next five years (68 percent). (more…)

HR struggles to develop high-quality leadership talent

HR struggles to develop high-quality leadership talent

leadershipMore than one-third of HR chiefs are struggling to develop effective senior leaders and only half of 2,800 surveyed leaders believe they are well-equipped to provide the leadership to guide their company in the future, according to a survey by Gartner, Inc. Efforts to tackle the emerging issues of the 2020s and beyond – including public pressure for business transparency, the rise of automation and the creation of never-before-seen jobs – will be fruitless unless HR managers find ways to nurture and retain capable future leaders, the research and advisory company concludes. (more…)

Structure of teams could be source of competitive advantage

Structure of teams could be source of competitive advantage

teams and competitive advantageCass 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…)

The Fourth Industrial Revolution is upon us and we`re not ready for it

The Fourth Industrial Revolution is upon us and we`re not ready for it

fourth industrial revolution 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…)

The changing expectations of call and contact centres

The changing expectations of call and contact centres

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 

Third of workers at small businesses are unhappy with their jobs

Third of workers at small businesses are unhappy with their jobs

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…)