January 13, 2020

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

January 13, 2020

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

by Mark Eltringham • 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 →

January 12, 2020

Flexible working and always on culture have a negative effect on families

by Neil Franklin • Flexible working, News, Wellbeing

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

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

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

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

Majority of organisations remain unprepared for executive pay gap reporting

by Neil Franklin • 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 →

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 7, 2020

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

by Dean Sadler • Comment, Flexible working

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

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

by Neil Franklin • News, Workplace

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 2, 2020

Personality is not only about who you are but also where you are

by Dorsa Amir • Comment

In the field of psychology, the image is canon: a child sitting in front of a marshmallow, resisting the temptation to eat it. If she musters up the willpower to resist long enough, she’ll be rewarded when the experimenter returns with a second marshmallow. Using this ‘marshmallow test’, the Austrian-born psychologist Walter Mischel demonstrated that children who could resist immediate gratification and wait for a second marshmallow went on to greater achievements in life. They did better in school, had better SAT scores, and even managed their stress more skilfully. More →

December 30, 2019

Over 65s will drive half of all jobs growth in coming decade

by Neil Franklin • News

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 23, 2019

The ten most read workplace stories of 2019

by Mark Eltringham • Features

Here’s a rundown of the best-read stories and pages on Workplace Insight first published over the last year. Taken together they may offer a snapshot of current workplace thinking although I would have to caveat that by saying that because we don’t publish obvious uninformed and hysterical nonsense, it will by necessity not include some stories that have gained traction elsewhere. More →

December 20, 2019

The tipped out, left out and fallout from a failing workplace culture

by Mark Eltringham • Features, Technology, Wellbeing, Workplace design

The big workplace news story of the past week or so appears to be one about a toilet seat. Sometimes it’s in the small things we can discern a greater truth. To see a world in a grain of sand, as William Blake wrote. The seat of this much discussed loo is tilted forward by 13 degrees so that after about five minutes it becomes very uncomfortable because people tire of using their legs to stop themselves sliding off. The reason is clearly to stop them ‘wasting time’ on the toilet. More →