Sandra RadlovackiSandra RadlovackiJune 4, 2020
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2min150

A new research revealed the majority of UK consumers feel most comfortable using traditional passwords over biometric options.

Users are still sticking to tradition despite technology finding its way into people’s lives through their phones and bank accounts.

The research conducted by security solutions firm Specops Software shows that people in the UK are hesitant to use biometric authentication methods such as iris or face recognition, fingerprint or retina scan, as 78 percent rather use a traditional password.

The token method comes a close second, with 72 percent of people feel most comfortable using it. SMS authentication, signature and voice recognition are further down the list, with 66 percent, 53 percent and 44 percent of people comfortable using them.

Hacking is one of the primary reasons behind people’s reluctance towards biometric authentication methods. However, following tips on keeping private information safe, such as staying away from public Wi-Fi networks when logging into important accounts or implementing multi-factor authentication, can leave little room for doubt about the level of the security.

Click here for the full release.


Sandra RadlovackiSandra RadlovackiJune 3, 2020
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3min343

According to the latest industry research from the Gift Card & Voucher Association (GCVA) in partnership with data specialist GlobalData, gift cards for self-use of the purchaser is now one of the main drivers of gift card purchasing, representing 22 percent of consumer spend on gift cards.

The value of this trend amounts to just over £1 billion, as more and more shoppers are purchasing gift cards through B2B channels (e.g. employer programmes) rather than waiting to receive them from someone.

The factors that have contributed to this trend are the rise of gift card and loyalty card hybrids where the primary mechanism for online purchases is the gift card itself, as it is the case with video gaming industry.

Another gifting trend may have also promoted the increase, termed “sunny day gifting” referring to gift cards purchased with intention to be used at a later date once everyday life returns to normal. This new trend has already been largely adopted by the UK consumers, who have been purchasing gift cards for their favourite shops, bars and restaurants to support businesses through the pandemic.

Gifting for others still remains the most popular purchase driver of gift cards, making up 70 percent of the market. A small percentage of the total market (6 percent) makes up purchasing of gift cards by company bosses for staff to recognise loyalty and hard work.

Gail Cohen, director general of the GCVA, commented: “Our gifting habits continue to evolve over time, as evidenced by our latest research which reveals that, sometimes, we just like to treat ourselves, for which gift cards are the perfect solution. ”

“Gift cards’ versatility, despite the name, in fact extends far beyond being used as a gift for others. Whether rewarding key workers, helping to provide free school meals to schools or even just being used to pay for the weekly shop, gift cards have emerged as the safe, flexible payment option of choice throughout this pandemic. Given this, the continued rise of gift cards for self-gifting, at a time when we all need a little lift, comes as little surprise”, adds Cohen.


Sandra RadlovackiSandra RadlovackiJune 3, 2020
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2min300

The findings of the latest research study by NICE inContact show the views of contact centre agents on their impact on customer experience, being effective brand ambassadors while inspiring brand loyalty and lifetime value.

Contact centre agents have an important role in ensuring long-term growth as they are sitting on the front lines of the customer experience strategy. The study covered 150 agents across 20 different industries to gain a better understanding of how agents feel about their position, including the right tools, job trainings and motivated workforce.

The top motivating factor for 29 percent of the agents is helping customers, while 30 percent states that hard to use systems prevent them from achieving that goal.

When asked about on-the-job training, 50 percent of the agents and 55 percent of supervisors said that they receive just under two hours of additional monthly training. Of the group that does receive the additional training, contact centre processes are the main focus areas for both teams, 52 percent of supervisors and 59 percent of agents.

Sixteen percent of the agents are likely to be engaged more if their performance metrics aligns with those of the overall business. Twenty-two percent say the second highest motivating factor is their impact on the organisation’s goals.

Paul Jarman, NICE inContact CEO said: “Customer expectations are constantly evolving, from the digital-first tools they use to engage with businesses to the types of exceptional experiences they seek on a daily basis.”

“Best-in-class contact centers need to support their agents in the same way, delivering the seamless experiences that enable speedy resolutions. Our study spotlights the very real need agents have for a solution that eliminates bouncing between interfaces and windows and supports solving high-impact issues for customers.”


Sandra RadlovackiSandra RadlovackiJune 2, 2020
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4min295

The finalists for the 2020 UK Business Awards have been announced, with a shortlist of hopefuls representing the very best firms in the country this July.

Hosted by Awards International, which brings events including the UK CX Awards to the capital each year, the UK Business Awards recognise the finest accomplishments from the world of British business.

Now in its sixth year, ‘The Dons’ are back with 16 categories, in which businesses of every size and sector have the chance to do well.

Among those shortlisted as finalists are Greater Manchester Police in partnership with HCL Technologies, The Green Energy Advice Bureau, Swimtime UK, The AA, and many more. For a full list of shortlisted finalists, click here.

Categories for 2020 include Best SME, Business Change or Transformation, Well-being at Work Award and Leader for the Future.

Known as ‘The Dons’ in honour of Awards International Chairman Don Hales, the event is celebrating its sixth anniversary in 2020, and the ceremony will be held on July 9 on Videoconferencing Platform.

All the biz: The UK Business Awards is celebrating its sixth year

Those who wish to attend can take advantage of an Early Bird Discount offer until June 15.

Awards International CEO Neil Skehel said: “We are all about celebrating and rewarding business excellence, and the UK Business Awards have become one of the country’s premier platforms to do just that.

“This will be the sixth year of The Dons, and will be the most significant to date, with a wide range of categories across B2B and B2C disciplines. As ever, the event itself will be a fantastic opportunity to network with business peers and share best practise, as well as celebrate our category champions, this time live online. A huge congratulations to all those shortlisted.”

WHAT’S NEW THIS YEAR


Sandra RadlovackiSandra RadlovackiJune 2, 2020
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3min279

New research by InstantOffices reveals that UK businesses are likely to face a huge backlog of annual leave requests that could cost businesses more than £250,000, more than 8.5 million people ate currently furloughed at home.

With restriction easing as we head into the second half of 2020, too many employees may request annual leave at the same time posing a risk for most businesses.

According to the calculations by InstantOffices, the cost for companies to pay staff for a minimum of two weeks of annual leave which is outlined in the table below:

The figures are based on the average UK salary and just 50% of leave owing.

Paying out 10 employees could set the business back for more than £10,000 while an SME of 250 employees could face up to £250,000 in costs.

For a small company, paying out 10 employees for only half of their annual leave days could set the business back more than £10,000, while an SME of 250 employees faces up to £255,500 in costs.

With the working population in the UK returning to work, this is one of the businesses’ key concerns, while the government is looking at several ways to assist almost 6 million businesses who might be affected.

Lucinda Pullinger, Global Head of HR at The Instant Group, says: “In addition to the financial challenges, there is a huge wellbeing element here too. Just because we are unable to take the destination holidays we hope for, it doesn’t mean we don’t need a change of pace. The need for a break from work has never been higher. The pressures of Covid-19 on some people are extreme, and protecting mental health is key right now. Taking a break, even if that break is at home under lockdown, is still beneficial, and employers should encourage employees to take their holiday to protect their wellbeing, not just for financial reasons.”


Sandra RadlovackiSandra RadlovackiMay 27, 2020
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3min594

Many organisations were forced to shift their contact centre staff to remote positions during these times, but have they done it the right way? Here’s a guide on making the most out of your remote contact centre team.

In emergency situations where your agents may not be able to get to the contact centre it is critical that you have a business continuity plan to enable your agents to work remotely.

Start from the hardware.

Set up your remote workforce with the right:

1.Equipment, including:

  • Laptops
  • Monitors
  • Mouse
  • Keyboards
  • Dongles
  • Headsets

2.Connectivity, including:

  • Measuring your bandwidth
  • Using a secure VPN connection
  • Meeting performance requirements

3.Support, including:

  • Remote tools for support
  • Ergonomic guidelines for workspaces
  • List of shortcuts to applications
  • Emergency procedures

Apart from providing the team with equipment needed for operating remotely, you may want to offer support for staff experiencing this time of working for the first time, by using conferencing tools or remote desktop support options for additional assistance.

Another valuable tip is to develop a playbook, training guide, or even just a checklist that includes shortcuts to tools and applications required by your remote workforce.

Also include contact information for those individuals or teams supporting your remote agents. An at-a-glance guide for your team is always helpful when they need support.

Emergency situations require quick decisions, which is not always possible if you don’t have procedures in place. As you are thinking about your business continuity plan it’s helpful to think about things like: what if our agents need increased bandwidth, a new modem, or a new headset?

Thinking ahead on the handling for shipping or reimbursement for your remote workers helps avoid having to make it up on the fly when you may have other pressing concerns.

Looking to secure your contact centre services against any unprecedented situation?

Download the full guide with details on setting up your remote workforce with success.


Sandra RadlovackiSandra RadlovackiMay 26, 2020
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2min704

According to data collected by Learnbonds, the number of quarterly Paypal payments jumped 85 percent in the last three years, hitting 3.2 billion in the first quarter of 2020.

PayPal has been providing digital commerce and peer-to-peer money transfers in more than 200 markets worldwide which contributed to steady growth in the number of transactions throughout the years.

In the first quarter of 2017, PayPal reached 1.7 billion transactions worldwide, according to Statista data.

By the beginning of 2018, the figure jumped by 30 percent, reaching 2.2 billion. Based on the statistics, the first quarter of 2019 reached 2.8 billion transactions, and by the end of that year the number hit a total of 12.4 billion, a 25 percent increase by the year.

PayPal’s major role in the digital payment landscape has contributed to building a cashless society, with continuous growth in a number of users and transactions.

Dan Schulman, President and chief executive of PayPal, said: “PayPal delivered strong results in 2019, achieving many records including revenue, net income and operating margin performance. We added 37.3 million net new active accounts, bringing total active accounts to 305 million, up 14% year over year. We strengthened our value proposition for consumers and merchants, expanded our international scope and scale, and announced transformative strategic acquisitions, investments and commercial partnerships.”


Sandra RadlovackiSandra RadlovackiMay 25, 2020
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3min678

A 0.1 seconds improvement in site speed can lead to 10 percent growth in retail sales, according to new research.

The findings of the latest research report ‘Milliseconds make Millions’ reveal the dramatic impact of mobile site speeds on consumers’ willingness to spend money and engage with brands online.

The in-depth report was compiled by global data company fifty-five and Deloitte Digital, and commissioned by Google. It is based on 30 million user sessions on mobile websites of a variety of brands across a number of sectors.

Fifty-five analysed mobile site data from 37 brands from the retail, travel and luxury sectors across Europe, over a four-week period.

The results were surprising as a mere 0.1 second change in website load time can influence the next step of the user journey, ultimately affecting conversion rates.

The findings of three key sectors show:

Retail

Improvement in site speed of one millisecond across four site speed metrics made a striking increase, with consumers spending 9.2 percent more. The findings of 20.5 million sessions across 15 retail brands show that speed on product pages is essential, 3.2 percent increase from Product Listing Page to Product Detail Page and a 9.1 percent increase in progressing to Add to Basket.

Luxury

The data shows that luxury consumers seem to be the most sensitive to speed improvements. The clicks to key pages (e.g. “Contact Us”) are majorly increased, by staggering 20.6 percent, when the key site speed was improved by 0.1 seconds. There was also a 40.1 percent increase in users moving from product detail to add to basket and resulting in overall longer sessions. These findings are based on 2.1 million user sessions across 10 luxury brands.

Travel

The findings based on 7.4 million user sessions across six brands showed steady growth, culminating in a 2.2 increase in check-out completion.

Richard Wheaton, Managing Director at fifty-five London comments: “As the most comprehensive site speed research report ever completed, this is a wake-up call to brands to adopt a mobile-first mentality. The benchmarks we’ve created in this report will help brands move beyond being inwardly focused, and identify wider measures of performance that may be putting themselves ahead or behind their competitors. Brands really need to re-think their digital processes and KPIs in this mobile-first world, to ensure that site design and technical enhancements are generating the positive ROI, and not actually unintentionally harming sales by driving customers away.”


Sandra RadlovackiSandra RadlovackiMay 21, 2020
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2min753

The findings of research done by MHR reveal that 53 percent of all employees believe their employer is not showing concern about their mental health well-being during the current lockdown.

The research involved 5,000 UK employees, two-thirds of which (66 percent) say they are worried about the effects of the pandemic on their job. More than three-quarters (76 percent) of respondents express a need for increased contact with their managers to discuss their health and wellbeing.

Employees might be in the right as the poll found that only 24 percent of managers make sure to check in with their employees about their mental health regularly.

While the duty of care employers is to check in with their employees about their mental health and wellbeing, 43% percent of employees said that their manager makes no effort to do so.

Anton Roe, CEO at MHR, said: “As we enter Mental Health Awareness Week, our poll clearly highlights the need for more regular communication between managers and employees. Organisations must utilise technology to connect their remote workforce and enable better people engagement. Organisations need to prioritise creating a culture of collaboration, transparency and kindness during this difficult time.”

“Many employees find themselves in isolated situations when working from home, and the physical workplace was an important means of social interaction. It is essential that managers demonstrate to employees that their safety and wellbeing is paramount.”

Roe adds: “Regular check-ins can help managers and employees to stay connected. This gives a useful insight to the line manager about how an employee is faring in the current climate and provide the necessary reassurance and support to aid their mental wellbeing.”


Sandra RadlovackiSandra RadlovackiMay 18, 2020
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2min672

According to a new nationwide study commissioned by Eskenzi PR and carried out by Onepoll, 40 percent of respondents say they have judged their co-workers based on what their house looks like during video conferencing.

Thankfully, 28 percent of those admitting to forming opinions of coworkers based on their houses say they now see their coworkers more favourably. However, 12 percent of respondents say the state of their co-workers’ house negatively influenced their judgements.

Of the 1,000 people interviewed, 25 percent said looking professional on video conferencing calls has improved their view of co-workers.

Curiously enough, women seemed to be less concerned with these matters than men. Sixty-one percent says they don’t feel they know their colleagues any more or less favourably thanks to video conferencing, compared to 50 percent of men.

Other findings include differences when it comes to age groups. Older generations are less concerned with the appearance of their co-workers’ house. Seventy-three percent of people over 55 says their opinion has not changed, compared to 39 percent for 18-24 year olds and 52 percent of 25-34.

“In 2017, the BBC ran the headline “Children interrupt BBC News interview”, when political scientist Robert Kelly’s children irrupted in the room where he was in a video conference in his home office. Today, such an event would be hardly newsworthy, as some 20 million Britons have shifted to remote work and have learnt how hard it is to keep pets off their keyboards and flatmates in pyjamas out of shot,” said Yvonne Eskenzi, founder and owner of Eskenzi PR.

“It seems these relatable incidents have made people see a more human side of their colleagues. Our survey, however, also highlighted how important it still is to curate the details, even as we all work out of our living rooms and bedrooms. Ultimately, the secret is striking a balance between professional and approachable. And for those of us that don’t want the hassle, there are always Zoom backgrounds!”


Sandra RadlovackiSandra RadlovackiMay 15, 2020
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2min861

Genesys, the global leader in cloud customer experience and contact centre solutions helped Food4Heroes, a not-for-profit organisation deliver 100,000 meals in over a month by providing the organisation with Genesys Cloud webchat.

Food4Heroes works with local catering companies to provide nutritious and healthy meals for frontline care workers and NHS staff.

The organisation is leveraging technology from Genesys to efficiently manage the scope of demand, serving 24 hospitals across the UK, and currently employing 820 volunteers.

John Brownhill, co-founder at Food4Heroes says: “Since starting Food4Heroes we have grown rapidly in terms of the number of hospitals and catering companies we work with.”

“One of the challenges we had was that people who wanted to volunteer or donate didn’t have a mechanism to contact us immediately if they had any questions. The chat is helping us actively convert queries into donations that we could potentially lose if people didn’t have means to talk to us directly.”

The simplicity of Genesys Cloud allowed the volunteers to work quickly, regardless of their location.

“Our agents are all volunteers ranging from 18 to 60 years of age. One key requirement was to have an intuitive solution that they could use from their homes,” Brownhill explains.

“Prior to this, our volunteers had not worked with such technology, so having something that is easy to use has been a great benefit to us. Training is straightforward and something we do virtually. After half an hour introduction, the volunteers are comfortable going on queue.”


Sandra RadlovackiSandra RadlovackiMay 14, 2020
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2min742

The current situation has made it clear that businesses need to adapt and prepare for the contact centres of the future.

Whether this crisis leads to an economic downturn or not, you need to start preparing your contact centre for the future. Don’t wait for mandatory budget cuts to optimise your customer service operations. Learn how to enhance flexibility, spend wisely, and keep customer connections strong. Be the voice of reason in your customer service organisation.

The webinar features Ian Jacobs, Principal Analyst at Forrester and Arun Mani, President of Freshworks Europe who will be giving a helping hand and discussing how you can maintain customer loyalty while optimising you contact centre costs.

The webinar will offer insights on:

  • Balancing cost optimisation and customer experience
  • Automation-first approaches for effective cost-performance
  • Shifting customers to low-cost digital channels and improve CSAT
  • Temporary trends that will permanently impact contact centre operations

The number of attendees is limited, so make sure to register to reserve your spot for the webinar HERE.

The webinar offers three different dates and timezones, for 19th, 20th and 21st May.


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3min882

The research conducted by the global provider of advertising technology Rakuten Advertising on more than 4,500 adult consumers in the UK, France, Germany, Italy, Spain and the Netherlands showed that 38 percent of consumers in the UK are spending more than three hours a day watching video-on-demand services.

Shutdowns of theatre, pubs, and cinemas, as well as cancellations of sporting events, contributed to an increase in the popularity of video-on-demand (VOD) services, as consumers are seeking entertainment while in lockdown.

Thirty percent of consumers say that they consume video content using VOD services, second only to traditional TV viewers which take up 48 percent. Eleven percent of consumers visit video sites and remaining 10 percent use social media to consume video content.

In the UK, 60 percent of consumers are willing to sign up for an AVOD service which allows them to watch video-on-demand content for free with adverts. The research shows that the consumers are generally interested in AVOD services but may not be fully aware of that it includes.

Twenty-six percent of consumers watching major sporting events would be interested in streaming them on an AVOD service, rather than on other streaming options, including pay-per-view and monthly subscription services.

One of the many effects of people staying at home is the changed interaction with brands – consumers are gravitating towards brands with authentic communication strategy during this time.

Thirty-five percent of consumers think that the changed attitude is caused by the consumers’ affected financial situations and that they are leaning towards brands that show emotional understanding.

Anthony Capano, Managing Director, International, at Rakuten Advertising comments, “Giving consumers the opportunity to access premium, quality content for free, as well as enabling brands to advertise in a sensitive and relevant manner, is a necessary evolution of TV now and beyond the COVID-19 crisis.”

Anthony Capano, adds, “With over 50% of people globally watching more streaming services, we can create a sense of escapism through entertainment. Brands have the opportunity to be part of this great content and connect with consumers via AVOD platforms at this time.”

“Advertising alongside content that captivates people’s attention can help brands build positive relationships with consumers. Whether it’s demonstrating empathy or showing support to local communities, brands can use advertising to demonstrate responsibility.”

 

 


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3min1262

A recent report published by Revuze, a no-touch analytics platform examines the possible issues in understanding your customers while offering a self-service solution that solves it all.

Customer insights require time, effort and maintenance since all customer data today is gathered through some type of AI programme. Big organisations demand effective solutions.

Here are the three main signs that show you may be in need of a self-service customer solution:

1. Guessing all the sources and ways consumers talk about a service or a product

Data is not always easy to spot since consumers have a long list of topics linked to a product or a service. While consumers are still talking about your product, it can be expressed in so many different ways that it requires familiarising with the updated trends and even new phrases.

2. Long processing time

Dealing with consumer insights may take longer than we want it to be, having in mind that the pace at which businesses operate is not going any slower. This requires manual configuration and tuning which in turn takes a long time to process all the necessary data.

3. Consumers are looking for more

Consumers today are more demanding than before when it comes to choosing a product or a service. The number of aspects they consider before choosing is great than one might think, needless to say that not every customer values the same things in a product or a service. In reality, customer insights should be based on more than five to ten variables.

If any of these signs are present in your business, a self-service solution would take care of automation, access to different types of insights and the data is available to a larger number of roles in the organisation.

To see the complete report, along with two other papers from Revuze, free download is available for a limited time here.


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2min942

Global innovator in customer engagement software Freshworks Inc. has announced the integration of its customer support and engagement software Freshdesk with Slack, which is a leading channels-based messaging platform with over 12 million active daily users.

The Freshdesk and Slack integration allows teams and customers to collaborate and communicate through a platform to provide the best support to customers.

With the Freshworks and Slack integration service teams can:

  • Automatically post tickets from Freshdesk to relevant Slack channels, providing real-time updates and enabling agents to swiftly resolve issues
  • Easily collaboration with teammates and customers
  • Help agents work faster – View, create and update tickets directly in Slack, without having to change workflows or switch screens

Prakash Ramamurthy, Chief Product Officer at Freshworks, said: “Deploying technologies that make it easy to connect with customers and address their issues is more important than ever before as companies adjust to an increasingly digital service environment.”

“As Slack’s first-to-market customer support partner, we are uniquely positioned to help enterprises respond to inbound customer requests via the most popular channels-based messaging platform. Freshworks is committed to bringing the latest innovations to businesses as they seek to best serve their customers while markets continue to evolve.”


Sandra RadlovackiSandra RadlovackiApril 30, 2020
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3min904

Global CX and market research solutions provider Confirmit announces the COVID-19 Resource Hub programme of solutions to support the insight industry, lending a helping hand in building stronger future for organisations.

The initiative will provide insight professionals a platform to interact with each other, learn from Confirmit’s experienced consulting team and get use of dedicated solutions available on the Confirmit Horizons platform.

The initiative is structured into three insights teams’ vital areas:

1. Connecting the community – Confirmit will make discussion groups to connect peers, share webinars and offer an increasing online resource library to CX and EX teams, as well as to Market Researchers.

2. Insights professionals support – One-to-one conversations with Confirmit experts are available to support organisations around key insight areas while enabling professionals to learn more about improving their skills to deliver greater business value.

3. Free dedicated solutions – Those who are already using the Confirmit Horizons platform can use new dedicated solutions and text analytics capabilities to aid better understanding of the needs of their customers and employees.

Henning Hansen, interim CEO at Confirmit explained:

“Our clients and the wider insights market are finding ways to adjust to our new reality, and we are committed to supporting them in every possible way. The ability to understand customers, employees and markets has never been more critical to helping companies make the right decisions. To that end, we must also focus on the future to ensure our customers are supported in the long term. We continue to work hard to ensure that our merger with Dapresy delivers exceptional solutions that deliver business-critical insight”.

“This is a challenging time for our customers, and we have found great value in using the Confirmit text analytics tool, including their proactive addition of the new COVID-19 features, to understand their needs and expectations,” said Barbara Lincoln, director of customer satisfaction and integration at Erie Insurance. “

By leveraging insights the tool provides, we have been able to better anticipate and provide support to ERIE’s customers, agents and employees.”

Confirmit’s COVID-19 Resource Hub is available here, and the free solutions are available immediately to Confirmit Horizons users.


Sandra RadlovackiSandra RadlovackiApril 29, 2020
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2min844

The latest data collected on April 18th -19th , 2020 report from global consulting firm McKinsey & Company reveals that only 17 percent of British consumers feel the economy will recover in the next 2 to 3 months.

The UK consumers’ sentiments are predominantly negative towards the future of the economy. A quarter of consumers in the UK believe that the economy will face long-running consequences due to COVID-19, while 36 percent of consumers will be lowering their spending costs. Another 36 percent say that uncertainty caused by the situation inhibits them from making purchases they normally did.

Contrary to this, 56 percent of consumers in China believe that the economy will recover within 2 to 3 months, while 35 percent of US consumers are still hoping for prompt recovery. In general, European consumers are less optimistic, with the exception of Germany where 24 percent of consumers supposing the economy will rebound in a few months’ time.

British residents are starting to feel the effects of the new economic reality on their incomes. Thirty percent of them noticed a reduction in the income, and 50 percent think their finances will suffer for at least four months, while 44 percent are being more careful with spending.

The consumers’ reduction in spending is mostly affecting the following categories: restaurants, apparel, footwear, accessories, travel and outside entertainment.

There has been a significant increase in consumption of digital and live media, texting, messaging and watching live news and movies.

Ninety-four percent of UK consumers think it will take at least two more months until they can start returning to their previous routines. Overall, consumers say they won’t be shopping physical stores, travelling or attending events as they used to do before COVID-19.


Sandra RadlovackiSandra RadlovackiApril 23, 2020
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2min849

The global leader in experience management leader Medallia inc has recently announced the initiation of agreement to acquire Voci Technologies, the AI real-time speech to text platform, with the finalisation date in May 2020.

The acquisition will result in joined forces of Voci’s leading real-time speech capabilities and Medallia’s robust experience management platform, promised to deliver a rich view of the customer.

As majority of companies engage with customers via phone more than any other channel, Voci’s technology analyses the signals in real time, which enables contact centres to gain insights exclusively from customer calls. The company’s platform generates complex language models based on calls transcription to provide insights such as emotion, gender, sentiment etc.

Voci’s technology provides contact centres with valuable customer insights, as well as allowing them to operate at higher levels of impact.

Leslie Stretch, president and CEO of Medallia said: “Voci transcribes 100% of live and recorded calls into text that can be analysed quickly to determine customer satisfaction, adding a powerful set of signals to the Medallia Experience Cloud.”

“At the same time, Voci enables call analysis moments after each interaction has completed, optimising every aspect of call centre operations securely. Especially important as virtual and remote contact centre operations take shape.”

“Our whole company is delighted to be joining forces with experience management leader Medallia. We are thrilled that Voci’s powerful speech to text capabilities will become part of Medallia Experience Cloud,” said Mike Coney, CEO of Voci.

“The consolidation of all contact centre signals with video, survey and other critical feedback is a game changer for the industry”, adds Coney.


Sandra RadlovackiSandra RadlovackiApril 22, 2020
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2min840

The findings of a sample of 278 businesses of new data from Fresh Relevance show a revenue increase of 60 percent for online retail in the last month.

Online sales fairly increased in the first week of March, only to jump in the following weeks of the month when the UK government introduced the national lockdown rules.

Ecommerce businesses that have seen the greatest growth are toys and games with a rise in revenue to 341 percent, then food and drink businesses and tobacco and vaping sector, both rising to over 200 percent of the normal revenue.

Other sectors experiencing dramatic growth are home and garden, technology and sports and hobbies, with the revenue increasing between 150 and 200 percent compared to the beginning of the month of March.

Changing customer habits have affected office supplies, jewellery and luxury goods, as well as insurance and finance business which have recorded a fall in revenue by 20 to 40 percent.

Mike Austin, CEO & co-founder of Fresh Relevance comments: “The COVID-19 pandemic has seen consumers’ day-to-day routines and habits change dramatically as a result of social distancing measures implemented across the globe. Whilst the impact across the retail sector as a whole has been varied, the temporary closure of many physical stores and self-isolation of consumers has created opportunities for a number of ecommerce verticals. For most of us, the home now serves as a place for work, schooling, exercise and relaxation, and shopping habits in March were hugely reflective of this as everyone was forced to adapt.”


Sandra RadlovackiSandra RadlovackiApril 21, 2020
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2min617

Walsall Healthcare NHS Trust has recently started conducting online health checks and medical reporting using eClinic video consultation software.

The software allows clinicians to exchange medical opinions between themselves, ensuring privacy despite physical distance created by the pandemic. By using the online platform, entire clinic lists can be converted into virtual appointments.

Clinicians can immediately assess urgent patients who cannot attend in person and there are no ‘virtual’ waiting rooms because clinicians immediately connect with the patient.

eClinic software is provided by global cloud communications software and solutions provider IMImobile, and offered to NHS trusts free of charge for a year.

Dr Muhammad Javed, Consultant Paediatrician and CCIO at Walsall Healthcare NHS Trust, said: “We have always felt that a significant number of our patients do not actually need to come to the clinic. During the current pandemic, having a service like eClinic has become a necessity. The clinicians are able to tailor the consultation to patient’s needs, which has resulted in improved clinician satisfaction and hopefully will result in improved patient satisfaction as well.”

“The clinicians feel that the ability to provide clear instructions to the patient by in-consultation text chat and transferring information leaflets using the file transfer facility makes this consultation mode safer. The ability to share the screen to show the patients their x-rays etc has also proved to be invaluable”

 

 

 

 

 

 




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