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 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
December 10, 2019
The future of workplace wellbeing is in HR’s hands; hence, the discipline is even more pivotal to organisational success. As admin and payroll become increasingly digitised and automated, time can be spent more effectively, supporting good people to do good work. Influential people are now catching on to the importance of wellbeing. New Zealand’s Prime Minister Jacinda Ardern told More than GDP, “We need to address the societal wellbeing of our nation, not just the economic wellbeing”. Her government will set a budget to measure wellbeing and the long-term impact of policy on the quality of people’s lives. More →
December 3, 2019
Coworking provider Mindspace has announced the UK findings of its global work culture survey, which polled 5000 employees across Europe and the US. On the UK side, the survey covered 1000 employees from across the country. In what the report claims is a dramatic wake-up call for UK employers, the survey revealed that around one-quarter of British workers are unhappy in the workplace and looking to change their situations. This places the UK at the end of the line up in workplace happiness among the other countries surveyed. UK workers rated only 73 percent on the report’s happiness index, compared to 81 percent in Germany and 93 percent in the US. More →
November 29, 2019
A survey exploring art in the workplace (‘Making Art Work in the Workplace’) conducted by the British Council for Offices (BCO) found that almost 88 percent of respondents felt that “art is more relevant in the workplace than ever before”. Yet, with the arrival of the generic modern office, full of open plan space and glass partitions, we frequently find ourselves rather short of walls on which to hang any workplace art in the first place. “There are no bloody walls left’ and those that are left are glass,” protests Jack Pringle of architects Perkins+Will, pointing to the fact that traditional hanging space is on the decline.
November 28, 2019
This article comes courtesy of PBX Hosting, a leading UK-based VoIP telecommunications provider. They deliver hosted PBX solutions and VoIP phone systems to businesses of all sizes and specialisms. Switching to a cloud phone system is one of the lesser-known cost savings a business can make, but it’s also one of the most effective. More and more businesses are switching to cloud communications, with a cost reduction of between 50 and 70 percent. More →
November 27, 2019
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.
November 25, 2019
The working world has changed almost beyond recognition over the past half century. Historically, employers had to fulfill two criteria to attract the best talent: be large or have a well-known brand and pay well. Of course, priorities have shifted. Growing demand from staff for a healthier work/life balance including for the country’s working carers has resulted in flatter hierarchies and a more relaxed atmosphere, even in the largest firms. More →
November 11, 2019
More news on the patchy effects of Brexit on the UK economy comes in the latest Labour Market Outlook from the CIPD. The report claims that Brexit uncertainty has yet to take its toll on employers’ hiring expectations, with both public and private sector employers expecting staff numbers to increase in the final quarter of 2019. There has been a surge of confidence among public sector employers on increasing both pay and staff numbers in the next quarter. Although still positive, private sector pay award expectations have decreased, narrowing the gap between the public and private sector. The forward-looking indicator surveyed 1,016 UK employers in September 2019 on their recruitment, redundancy and pay intentions. More →
October 29, 2019
With recent research showing that over half of young dads (58 percent) are more actively involved in day to day parenting than ever before, it is increasingly important that employers put health and wellbeing and other workplace values at the heart of their offer to employees. In particular, they should be able to offer flexible working options in order to retain their best staff. Our research looking at the Millennial Dad at Work also highlighted starkly that some business sectors are more accommodating than others when it comes to flexible working. Perhaps surprisingly, the construction industry came out of the research very well with 48 percent requesting a change in working hours since becoming a father of which 78 percent of those were successful. The retail sector and the pharmaceutical industry also did well. More →
October 18, 2019
More than four in five (83 percent) UK business leaders have a return to work programme in place – either formally or informally, according to new research from recruitment consultancy Robert Half UK. Over two in five (43 percent) business leaders have a tailored programme to help new parents return to work, while 40 percent have informal schemes in place. More →
January 20, 2020
Digital culture is key to attracting contingent workforce
by Mike Ryan • Comment, Workplace