Search Results for: business

Office design in the US now more closely aligned with needs of workers

Office design in the US now more closely aligned with needs of workers

by • News, Wellbeing, Workplace design

office designOffice 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…)

The changing expectations of call and contact centres

The changing expectations of call and contact centres

by • 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 

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

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

by • 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…)

Outdated technology continues to ruin people`s days

Outdated technology continues to ruin people`s days

by • Company news, Technology

outdated technologyNew research by Currys PC World in collaboration with technology expert Theo Priestley claims that outdated technology and delays in finding fixes are eating into around 46 minutes of the average employee’s working day, which could cost a business approximately £2,752 a year. Time and money are not the only things lost to outdated technology, however, as half of Brits admit that it has a negative impact on their productivity in their jobs. What’s more, morale can be impacted when employees feel they have to work overtime to make up the time they have lost due to tech issues. (more…)

Putting the responsibility into personal and corporate social responsibility

Putting the responsibility into personal and corporate social responsibility 0

by • Comment, Environment, Wellbeing

corporate social responsibilityYou’re probably aware of the experiment performed by Stanley Milgram in which volunteers were asked by men in white coats to administer what they believed to be electric shocks to another person, who they could not see, but could hear, from behind a screen. Around two-thirds of the volunteers agreed to deliver what they were told to be potentially fatal shocks to the subject, who they could hear screaming and begging them to stop. What they didn’t know was the person they were agreeing to inflict this on was in fact an actor. Although now questioned, Milgram’s findings remain the famous of a series of studies that have attempted to highlight the willingness of humans to bow to authority figures and comply with group norms irrespective of what their own morals might tell them.

(more…)

BT to relocate up to 4,000 people to new Birmingham headquarters

BT to relocate up to 4,000 people to new Birmingham headquarters

by • News, Property

BT BirminghamBT Group has announced Birmingham’s Three Snowhill development will be its primary new home in the city and provide “a future-fit workplace for thousands of colleagues”. The building, in the city’s business district, will become the regional headquarters for BT with between 3,000 – 4,000 people set to be based there eventually – more than five times the number of people currently based in Birmingham. BT will occupy the majority of floors in the 17-storey development, marking a major investment by the company in the city. (more…)

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

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

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

facilities managementThe 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…)

Majority of organisations remain unprepared for executive pay gap reporting

Majority of organisations remain unprepared for executive pay gap reporting

by • 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…)

The culling of freelancers with IR35 is a really, really bad idea

The culling of freelancers with IR35 is a really, really bad idea

by • Comment, Flexible working

IR35 and freelancersImagine 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…)

L`Oréal moves London HQ to White City Place

L`Oréal moves London HQ to White City Place

by • News, Property

L'Oreal White CityL’Oréal UK and Ireland has announced that it will be moving from its current office site in Hammersmith to a brand new bespoke building in White City Place, West London, W12. L’Oréal will occupy six floors of the eleven storey building, which is part of the new creative business district White City Place, developed and owned by Stanhope, Mitsui Fudosan and AIMCo. Other occupiers at White City Place include the fashion designers Ralph & Russo, online luxury fashion retailer Yoox-Net-a-Porter, the BBC and ITV Studios. The workforce of 1,000 employees at L’Oréal’s London-based headquarters are due to move in Autumn 2023 to the new building, which is when the company will reach the end of its current lease. Stanhope claims that the space will reflect L’Oréal’s culture, focused on collaboration, creativity and agility. (more…)

Executive pay at major firms will today exceed entire 2020 pay for average worker

Executive pay at major firms will today exceed entire 2020 pay for average worker

by • News, Workplace

executive payThe average FTSE 100 boss will have already earned as much by 5pm today as a typical employee will take home this entire year. According to the analysis from the CIPD and the High Pay Centre, those leading Britain’s biggest companies earn 117 times more than the average worker. The CIPD and High Pay Centre are calling on businesses not to treat the new reporting requirements on executive pay as a ‘tick-box’ exercise and to use it as an opportunity to fully explain CEO pay levels. They also highlight the need for firms to provide a clear rationale for why CEOs are paid what they are and what is being done to address the issue of fair pay in their organisation more broadly. They consider this an important step to help build trust in business amongst employees, wider stakeholders and society. (more…)

Burnout remains a risk for workers of all generations

Burnout remains a risk for workers of all generations

by • Comment, Wellbeing

burnoutFlexible 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…)

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