Search Results for: information

Half of ‘sandwich carers’ keep responsibilities hidden

Half of ‘sandwich carers’ keep responsibilities hidden

by • News, Wellbeing

carersSome 47 percent of employees who care for both children and elderly relatives (sandwich carers) are keeping these responsibilities hidden from their employer, a survey from BHSF, a not-for-profit health and wellbeing provider, has suggested. With so many choosing to stay quiet about their outside commitments, the researchers warn that employers are left floundering in the dark when it comes to providing the most appropriate employee benefits to support their workforce. (more…)

Executives feel more pressure making a big decision at work than in their personal life

Executives feel more pressure making a big decision at work than in their personal life

by • News, Working culture

decisionsExecutives in small and mid-sized businesses in the UK are more anxious about major decisions at work than critical decisions at home that affect their family, a new study has claimed. The new study by Oracle NetSuite, Unlocking Growth, which provides insights from more than 1,000 business executives in the UK, France, Germany, UAE, Benelux and the Nordic countries, found that 92 percent are overwhelmed by data when making decisions. A third of UK executives are putting risk mitigation ahead of potential success to avoid damaging their career, while 23 percent rely on gut feeling to make critical decisions. (more…)

UK’s most hated office jargon is a no-brainer

UK’s most hated office jargon is a no-brainer

by • News, Working lives

office jargon‘Touch base’ and ‘no-brainer’ are apparently the most loathed pieces of office jargon in the UK, with ‘outside the box’ and ‘go the extra mile’ following closely behind. According to a survey of 2,000 people by Premier Inn, almost one in five people say they can’t stand one of these four pieces of corporate speak. (more…)

Flexible working and an always on culture can be bad for health

Flexible working and an always on culture can be bad for health

by • News, Technology

flexible workingEmployees believe flexible working allows them to do their best work yet they also feel permanent connectivity is damaging their health, an international survey of more than 1,000 workers has suggested. In the study conducted by Quartz Insights in partnership with Citrix Systems, Inc, respondents ranked flexible working as the third most important factor – behind salary and leadership – enabling them to do their best work. However, two thirds also believed the “always on” mentality has a significant negative impact on their health. (more…)

Failure to put employees at heart of data strategy costs UK firms £10bn in lost productivity

Failure to put employees at heart of data strategy costs UK firms £10bn in lost productivity

by • News, Technology

data strategyA new report from Qlik and Accenture, titled “The Human Impact of Data Literacy” and conducted on behalf of The Data Literacy Project, claims that while most organisations understand the incredible opportunity of data, a gap has emerged between organisations’ aspirations to be data-driven and their employees’ ability to create business value with data. The report argues that data is a ‘gold mine’ that can fuel a culture of innovation and growth as part of a data strategy. However, when employees struggle to make sense of data, productivity and business value can be affected.

(more…)

Equal pay: women too polite to ask for more money

Equal pay: women too polite to ask for more money

by • News, Workplace

equal payMillions of women could be missing out on higher salaries as 82 percent never negotiate their pay when applying for jobs, new research has claimed. The fear of being “rude” or “ungrateful”, compounded by concerns from 21 percent that asking for equal pay could jeopardise benefits such as maternity leave or flexible working, is silencing women when it comes to money, the survey of 1,000 working women suggests. (more…)

AI to do two-thirds of managers’ routine work by 2024

AI to do two-thirds of managers’ routine work by 2024

by • News, Technology

AIArtificial intelligence (AI) and emerging technologies such as virtual personal assistants and chatbots will replace 69 percent of managers’ workload by 2024, Gartner, Inc. has predicted. As well as taking over routine tasks, AI will also make work more accessible for employees with disabilities, a new report from the research and advisory company claims (registration required). (more…)

HR struggles to develop high-quality leadership talent

HR struggles to develop high-quality leadership talent

by • Business, News

leadershipMore than one-third of HR chiefs are struggling to develop effective senior leaders and only half of 2,800 surveyed leaders believe they are well-equipped to provide the leadership to guide their company in the future, according to a survey by Gartner, Inc. Efforts to tackle the emerging issues of the 2020s and beyond – including public pressure for business transparency, the rise of automation and the creation of never-before-seen jobs – will be fruitless unless HR managers find ways to nurture and retain capable future leaders, the research and advisory company concludes. (more…)

Structure of teams could be source of competitive advantage

Structure of teams could be source of competitive advantage

by • News

teams and competitive advantageCass Business School and Slack have published new research into the nature future of teamwork which identifies the relationships between team alignment and execution, drivers for competitive advantage, and the role of new workplace technologies. It suggests that teams are the fundamental building blocks of modern organisations but their role in delivering better outcomes for an organisation is still undervalued. (more…)

Employers shift focus to wellbeing and employee benefits

Employers shift focus to wellbeing and employee benefits

by • News, Wellbeing

wellbeingNew 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…)

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…)

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