January 15, 2020
The share of renewables in global power should more than double by 2030 as part of a ‘decade of action’ to advance global energy transformation, achieve sustainable development goals and a pathway to climate safety, according to the International Renewable Energy Agency (IRENA). Renewable electricity should supply 57 per cent of global power by the end of the decade, up from 26 per cent today. 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 13, 2020
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 →
January 12, 2020
Working parents’ ability to switch off from their work is being undermined by the rise of modern communications and the uptake of flexible working practices, with almost half agreeing the boundaries between home and the workplace have blurred, according to the most authoritative annual survey of working families in the UK. More →
January 8, 2020
The 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 →
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
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 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 6, 2020
The 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 →
January 14, 2020
The Fourth Industrial Revolution is upon us and we`re not ready for it
by Jamie Morgan • Comment, Technology