January 23, 2020
Companies that align talent with business strategy outperform others by 16 percent, retain 30 percent more top performers, and see 34 percent higher employee performance according to The State of Talent Optimization Report (registration) from The Predictive Index. (more…)
January 17, 2020
More 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…)
January 17, 2020
Cass 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…)
January 16, 2020
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 15, 2020
Following a consultation exercise with industry and an analysis of the projected zero carbon energy capacity of the UK, UKGBC is recommending that the offices sector should reduce energy demand by an average of 60 percent by 2050 to help the UK achieve net zero. (more…)
January 15, 2020
A continued disconnect between HR, Finance and business leaders is an important driver of the UK’s enduring low productivity levels, a new report claims. The research commissioned by OrgVue, claims that if better organisational planning was adopted by UK organisations, GDP could be boosted by £10.4 billion due to improved productivity. (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 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
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…)
December 20, 2019
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…)
January 20, 2020
Digital culture is key to attracting contingent workforce
by Mike Ryan • Comment, Workplace