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January 16, 2020

Employers shift focus to wellbeing and employee benefits

New research from Aon claims that employers have increased their strategic focus on both emotional and financial wellbeing programmes, while physical wellbeing programmes have remained largely static. Aon’s UK Benefits & Trends 2020 Survey (registration) shows that 51 percent of employers now have financial wellbeing strategies in place, up from 21 percent three years ago, while 68 percent have emotional wellbeing strategies, up from 41 percent. These were the least developed pillars of employee wellbeing when Aon asked organisations in its 2017 UK Health Survey. More →

January 13, 2020

The changing expectations of call and contact centres

by Freddie Steele • 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

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 10, 2020

Outdated technology continues to ruin people`s days

by Freddie Steele • Company news, Technology

New 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 →

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 3, 2020

Burnout remains a risk for workers of all generations

by Brendan Street • Comment, Wellbeing

Flexible 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 →

December 19, 2019

The truth about all those workplace trends lists

by Mark Eltringham • Facilities management, Features, Property, Technology, Workplace, Workplace design

You would not believe the number of firms that ask us to publish a list of workplace trends each week. Or maybe you would, given the number that have appeared elsewhere. Each firm perhaps convinced they are saying something original, unique or interesting, or maybe simply convinced they stand out in some way, while pushing the same timid, stale narratives about the workplace. It goes without saying that the commercialised messages often do little to shine a light on complex realities. In the words of the Scottish poet and anthropologist Andrew Lang, they use information ‘like a drunk uses lamp-posts—for support rather than illumination’.

December 4, 2019

Half of self-employed people do not know what IR35 is

by Neil Franklin • Legal news, News

New research from FreeAgent conducted with 2000 self employed people in the UK, claims that more than half (57 percent) don’t know what IR35 is. The sets of tax legislation encompassed by IR35, designed to combat tax avoidance by workers and the firms hiring them, is unknown to over half of the people most affected by it – the self employed. The legislation, which has been heavily criticised by tax experts and the business community as being poorly conceived, badly implemented by HMRC and causing unnecessary costs and hardships for genuine small businesses, has not been well communicated to self employed people, the research reveals. Tax experts have predicted that IR35 could reduce a worker’s net income by up to 25 percent and Chancellor of the Exchequer, Sajid Javid, recently announced the Conservative Party’s plan to review IR35 as part of its manifesto. More →

November 29, 2019

Seeing red about the only home we will ever know

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

Somewhere in the Utah desert, there is a small living pod designed to emulate conditions on Mars for a group of scientists keen to explore how we might colonise that red planet after messing this blue one up. This came as a surprise to me as did the news that Ikea has been on site recently installing some of its furniture for the occupants. Next up perhaps, an installation of Billy bookcases on the International Space Station as scientists explore the effects on people of a lost screw in zero gravity. I am Jack’s unconstrained rage. More →

November 29, 2019

HR profession needs to modernise if it is to stay relevant

by Neil Franklin • News, Workplace

Following the recent Gartner study describing the unpreparedness of the HR function for the future of work, another report is exhorting managers to step things up. According to the KPMG International global Future of HR survey, close to 3 in 5 (57 percent) Human Resources executives believe that if their function doesn’t modernise its approach to understanding and planning for the future needs of the workforce, it will rapidly become irrelevant within the modern organisation. More →

November 27, 2019

Worrying disconnect between small business leaders and workers

by Neil Franklin • News, Technology

A new report from Microsoft claims that there is a worrying disconnect between small business leaders and their employees. Over three quarters of leaders (79 percent) say they disclose as much information as possible with their staff and 85 percent agree employees perform much better when empowered with information. However, just 36 percent of employees say their business has a culture of transparency, and even less (18 percent) think their organisation has a clear vision or goal. More →

November 26, 2019

First Mats launches new range of cable protectors

by Freddie Steele • Company news, Promotion

First Mats is delighted to announce the launch of a brand-new range of floor cable protectors to complement the company’s existing selection of floor matting safety products. The new range of floor cable protectors is specifically designed with floor safety in mind to protect workers from trip hazards, as well as preventing damage to expensive IT equipment.

“A big part of the First Mats mission is to help improve safety in workplaces, and I believe that this range of floor cable protectors is a fantastic addition to our established range of floor matting products,” said Richard O’Connor, Strategic Marketing Director.

Loose, trailing cables present a dangerous health and safety hazard to workers, and First Mats’ new range of floor cable protectors can improve floor safety and prevent workplace accidents. IT equipment is also vulnerable to damage when cables are accidentally yanked out.

As well as performing a vital health and safety at work function, First Mats’ new range of floor cable protectors has another important role to play in any workplace environment. Floor cable protectors help to keep office premises, warehouses, commercial kitchens, and factory floor areas tidy, preventing tangles of cables from collecting dust that could present a fire hazard or harbour gnawing pests and insects.

Loose cables can easily be damaged and abraded by foot traffic and vibration. Still, First Mats’ floor cable protectors can prevent that, saving firms from the cost of cable replacement and the expensive production downtime that can be caused by catastrophic equipment failure. Floor cable protectors can also be used to shield outdoor cabling at events, festivals, and the like, preventing damage by the elements and from foot traffic, as well as protecting people attending the event from trip-related accidents.

First Mats’ cable protectors are made from super-strong PVC material for excellent durability and are suitable for both indoor and outdoor use. The whole range of floor cable protectors is made with a seamed backing that keeps cables and wires snapped firmly in place. There are several grades of durability on offer, from general-purpose floor cable protectors that are ideal for use in offices and computer rooms, through to a heavy-duty version that can withstand impact from heavy vehicular traffic and vibration from adjacent machinery.

For more information, please contact First Mats on 0121 702 1659, email info@firstmats.co.uk or visit the First Mats website (https://www.firstmats.co.uk/).