Search Results for: future of work

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 9, 2020

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

by Neil Franklin • News, Property

BT 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…)

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…)

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 11, 2019

Growing number of major firms commit to net zero carbon buildings

by Neil Franklin • Architecture, Environment, News

Today, seven major global private sector companies including Goldman Sachs and Lendlease have announced pledges to slash emissions from their buildings to net zero, by signing up to the World Green Building Council’s (WorldGBC) Net Zero Carbon Buildings Commitment (the Commitment). The organisations have pledged to take urgent action to ensure their own portfolios of buildings operate at net zero carbon by 2030 or sooner. (more…)

December 10, 2019

Channel 4 confirms move to landmark Leeds building

by Neil Franklin • News, Property

One of the UK’s leading broadcasters has confirmed its deal with the Rushbond Group for its new national headquarters to be at The Majestic in Leeds city centre. The third, fourth and fifth floors of the building will become home to Channel 4, with teams from across the organisation coming together to operate out of the iconic building. The deal with Channel 4 leaves four floors remaining, from 8,000 sq ft to a total of 39,000 sq ft of workspace to be let to additional dynamic organisations. (more…)

December 3, 2019

Manifesto calls for action on disability inclusion as pay gap for disabled people widens

by Neil Franklin • News, Wellbeing

A leading non-profit disability and business organisation is calling on the future Government to commit to a series of actions to support businesses to deliver on disability inclusion. Business Disability Forum published its ‘Manifesto for Inclusive Change’ today (3 December) to mark the United Nations International Day of Persons with Disabilities. The manifesto calls for action in seven areas to ensure that the role businesses play in disabled people’s lives is enhanced, not inhibited, by government policy. To read Business Disability Forum’s ‘Manifesto for Inclusive Change’ go to www.businessdisabilityforum.org.uk . Follow the debate at #DisabilitySmart. (more…)

December 2, 2019

Planning permission granted for new 13 storey London offices

by Neil Franklin • News, Property

Planning permission has been granted for a new 13-storey riverside office building at the Embassy Gardens development on London’s South Bank. Named EG:HQ, the development will provide 217,000 sq. ft. of flexible space in zone 1 Nine Elms, in addition to 18,000 sq. ft. of outdoor amenity space which will include a 9,000 sq. ft. communal terrace and several private open-air terraces. (more…)

November 27, 2019

UK falling behind in global skills race

by Neil Franklin • News, Workplace

New research published today by City & Guilds Group claims that the UK risks being left behind as employers across the world race to upskill their workers. As digitalisation and fluctuating economies transform the skills needed in the workplace today, employees are less confident than their bosses that they’ll have skills they need for the future. The study, conducted by City & Guilds Group business Kineo, surveyed 6500 employees and 1300 employers across 13 international markets. It found that employers in developing countries with rapidly emerging economies are among the most likely to ramp up investment in upskilling their workforce in the near future, compared to developed economies such as the UK.

(more…)

November 27, 2019

Five German Design Awards for Sedus Office Furniture

by Freddie Steele • Company news, Furniture, Workplace design

After Sedus confirmed its status as one of the most important office design innovators in Europe at last year’s ORGATEC trade show in Cologne, several of the firm’s latest generation of ground-breaking products have won prestigious design prizes in the firm’s native Germany.

The se:flex and se:motion swivel chairs as well as se:fit standing seat and se:cube Office Cubes have each been awarded the German Design Award 2020 – Winner by The German Design Council while the se:spot all-purpose chair went one step further receiving the Gold German Design Award for 2020.

The German Design Award is one of the most coveted design prizes in Europe and is awarded every year by a prestigious international jury. The Award honours innovative products and projects, their manufacturers and designers who have proven themselves pioneers in the German and International design sector.

The five award-winning office furniture pieces were developed by the Sedus Design Team, and launched for the first time to the public at the ORGATEC 2018 trade fair. They went fully into production in 2019 and have also been used in the fit-out of the new office building at the firm’s headquarters in Dogern.

In the Sedus Smart Office around 100 employees from twelve disciplines work together in a uniquely collaborative and flexible working environment. The spaces serves as a test laboratory, prototyping and model workplace for designers and customers travelling to the Upper Rhine location from all over the world.

November 26, 2019

Freelancer confidence is “lowest on record”

by Neil Franklin • Business, News

Freelancers’ confidence in the economy is the lowest on record because of their concerns about the economy, Brexit and IR35. They are, however, working more and charging higher day rates – seemingly to prepare for hard times ahead. According to the freelancer Confidence Index by IPSE (the Association of Independent Professionals and the Self-Employed), confidence in the economy has fallen to historic lows both for the coming three months and the coming 12 months. Freelancers’ confidence in their own businesses has also dipped to a record low. (more…)

November 22, 2019

Office design can be a vehicle for equality and change

by Jeni Durksen • Comment, Workplace design

The way companies design physical environments is a direct reflection of their values and beliefs. Inequality is hardwired into the “standard” office layout, with perimeter offices and fixed desks offering limited settings for unstructured collaboration and recreation, further perpetuating the issue. Modern office design often favours extroversion and emphasises a hierarchy with values that benefit only a small portion of the overall workforce, contributing to organisation-wide imbalance. So how do we create more inclusive workplaces that can be leveraged as vehicles for change? (more…)