February 14, 2020

Trends set to improve people’s working lives examined in new report

by Jackie Le Poidevin • News, Working lives

New research has been published aimed at understanding trends, practices and priority areas for improving employees’ experience and creating better places to work. The report, Roundel 2020 (registration required), was commissioned by employee engagement firm Home and asked HR and internal communications professionals about issues such as integrating new employees into the organisation (‘onboarding’), performance management, diversity and inclusion, and health and wellbeing. More →

January 31, 2020

Communicating employee rewards boosts engagement

by Jackie Le Poidevin • News, Working culture

Communicating a business’s “employee value proposition” or EPV – the package of rewards that it offers in return for the person’s performance at work – is having an increasingly positive impact on employee engagement, retention and recruitment, research has claimed. Aon’s Benefits & Trends 2020 Survey (registration required) suggests that although the percentage of employers who have, or are working towards, an EVP remains similar to last year (76 percent), the number that now communicate it to staff has increased. Of those employers that have an EVP, 77 percent now explain it to employees, an increase of 9 percent on 2019.

January 30, 2020

Can corporate culture help reduce workforce burnout?

by Leigh Anderson • Company news

It may not always be evident to those working in logistics, but burnout doesn’t exist solely in supply chain recruitment – it’s a recognised condition which is having an impact across all industries and sectors. According to the Labour Force Survey, the UK lost 15.4 million working days in 2017/18 to work-related stress, depression or anxiety, with 239,000 new cases reported. Increasingly, severe cases are being recognised as ‘burnout’. More →

January 30, 2020

Firms swap overseas placements for short-term trips

by Jackie Le Poidevin • Business, News

Many companies are moving away from long-term overseas placements in favour of short-term transfers, a report has suggested. To reduce costs and meet changing business and worker needs, firms are shifting from typical transfers of one to three years to moves of around three to 12 months, KPMG International‘s latest Global Assignment Policies and Practices (GAPP) survey says. Although this shift allows organisations more flexibility, they must implement the necessary processes to remain compliant with immigration and tax rules, the report warns. More →

January 29, 2020

People ten times more likely to stay in their job for friendships than a pay rise

by Jackie Le Poidevin • News, Working culture

Following reports that job applications on the first working Monday of the New Year spiked by 89 percent compared to the average Monday in December, many UK businesses may be missing a trick in their efforts to retain staff, new research has suggested. When researchers commissioned by Eko asked 1,000 employees what factors would make them stay in their job for longer, they were ten times more likely to stay put for friendships than for a pay rise. Indeed, only 3 percent of workers cited a pay rise as something that would make them stay with their employer for longer. More →

January 24, 2020

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

by Jackie Le Poidevin • News, Technology

Artificial 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 →

January 23, 2020

Aligning talent with strategy is the key to business success

by Neil Franklin • News, Workplace

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 20, 2020

Digital culture is key to attracting contingent workforce

by Mike Ryan • Comment, Workplace

Over the past decade, we’ve witnessed a radical change in the makeup of workforces in the UK and globally. The rise of flexible workforces continues unabated, to the point where contingent workers are a significant and vital part of the employment fabric. Demonstrating this point, recent research by the City & Guilds Group found that 84 percent of UK employers use contingent workers, and 35 percent anticipate they will rely on them more in the next 3-5 years. 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

December 10, 2019

Wellbeing is increasingly in the hands of HR and the future looks bright as a result

by Chris Pinner • Comment, Wellbeing

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

British workers are amongst the unhappiest in the world, report claims

by Neil Franklin • News, Wellbeing

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

For the love of workplace art, where have all the walls gone?

by Chloe Adams • Comment, Wellbeing, Workplace design

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.