Sandra RadlovackiSandra RadlovackiJune 19, 2020
dxa-awards-19-395-1280x854.png

3min892

The finalists for the 2020 UK Digital Experience Awards have been announced, and the line-up promises an exciting day of insightful presentations and tough decisions for judges.

The event is celebrating its sixth year of honouring the British organisations that offer customers a truly unique Digital Experience while using their technology, websites, and apps.

On July 16, those shortlisted for the finals will present their best initiative before an expert judging panel via video conferencing platform. Among the names that have made it to the finals this year are Greenwood Campbell, Ascenti, BT Enterprise, EE and Refinitiv. For a full list of categories and finalists click here.

The Panel of Judges gathers experts from the digital field, featuring names like Jo Boswell, Director of Sentio-B, Clive Hilton, Delivery Director at Contino, Sharon Reeves, Director of CX at Pendragon PLC; and many more.

The finalists will compete for 14 category titles, before an Overall Winner is crowned at an online ceremony. Categories this year include Best AppBest Digital Change & TransformationOnline User Experience, and SEO Strategy, among others.

Meanwhile, official awards partners this year include children’s charity Barnardo’sProfessor Malcolm McDonaldMartech Advisor, and Cranfield School of Management.

Hosting the event is Awards International, holders of a Gold Standard Awards Trust Mark from the Independent Awards Standards Council.

Speaking of the 2020 UKDXA finalists, Awards International CEO Neil Skehel said: “The standard of entries this year has been nothing short of fantastic, and the projects and initiatives that will be judged on the day are incredibly exciting. A huge congratulations to all finalists, and we look forward to welcoming them to at the LIVE online event and celebrating their outstanding digital achievements.”

For further details and to book seats for the awards, click here.


Sandra RadlovackiSandra RadlovackiJune 16, 2020
Caroline-King-1280x853.jpg

3min1011

Insurance firm Ageas UK has appointed new Customer Operations Director to take over responsibility for front lines and service operations alongside the business-wide customer service strategy.

Former Chief Customer Officer, Ant Middle, now CEO of Ageas UK has created two new appointments to replace his previous role.

Caroline King (pictured), the former Director of Sales and Service, has been appointed Customer Operations Director. Caroline joined Ageas in 2014 with extensive experience of leading customer operations within the industry, and has transformed the company front line sales leading to financial benefits and award-winning initiative.

A Chief Distribution Officer will be appointed to lead both Ageas’s intermediated and direct to customer distribution channels. Significant progress has been made in the recruitment of this role, with the appointment to be announced in the coming months. The role will work with Mark Auchterlonie, Darren Whittaker and Russell White, who were appointed as Directors of Distribution last year further cementing Ageas’s commitment to the intermediated market.

Ant Middle, the company’s CEO said: “As I take on the role of CEO, my priority is to lead Ageas to emerge strongly from the current situation. We remain financially strong, we have a sound strategy, and the priorities we set out at the start of the year remain highly relevant. If anything, our experience in recent months has enhanced our focus on some elements of our strategic development, not least our desire to grow profitably over time and maintain our reputation for customer service and claims excellence.”

“I welcome the broad and valuable experience that Caroline brings to the executive team, ensuring both the customer and our customer facing colleagues are at the forefront of the strategic decisions we make.  I am well advanced in the process of recruiting for the Chief Distribution Officer and look forward to announcing that news in the near future. ”

Ageas UK won Gold in the Contact Centre Large category at the UK Customer Experience Awards 2019.

CXM had the opportunity to speak with Caroline in January 2020.


Sandra RadlovackiSandra RadlovackiJune 11, 2020
man-and-woman-near-table-3184465-1280x853.jpg

4min1141

The unprecedented COVID-19 crisis has shaken the world to the core.

Many organisations managed to carry through by shifting online while many others had to stop with their business entirely.

Regardless of the position companies found themselves in due to the current circumstances, a plan for the next phase is on everyone’s agenda. With restrictions easing and the economy slowly recovering, staying connected not only with the needs of your customers and employees but with the partners as well will be key in regaining trust and resolving issues effectively.

Staying connected fundamentally means listening – listening to what matters the most to your customers, employees and partners.

In pre-COVID era, the consistent rise in customer expectations, dynamic brand cycles and shorter product life cycles required organisations to continually learn about people’s thoughts and feelings, deal with an increased flow of insights and adapt accordingly, all under the name of Experience Management.

The crisis has made abrupt changes in customers behaviour, therefore keeping up with a shift in focus should be one of the top priorities for organisations as they should strive to sense rather than rely on trends in the market, to be able to understand that behind the statistics there is a human being.

Three core attributes of sensing in line with the capability of adjusting to sudden changes are:

  1. Less asking and more listening
  2. Smaller-scale insights
  3. Multi-channel feedback

To assist you in staying connected with your customers and adopt a mindful approach to return to business, Qualtrics has developed a set of flexible CX solutions:

  • Frontline Connect – when customer insights fall short from their end, frontline is your second most reliable source. Acquire all the important details about your customers and take action to have them coming back. Keep an eye on customers response as the situation develops.
  • Customer Confidence Pulse – building confidence and trust in conditions like these is twice as difficult. Make sure to act on customer feedback quickly and meet customers’ expectations.
  • Digital Open Door – putting more effort into digital channels of your organisation and keeping the communication doors open is a way to make customers feel like they can always rely on help or response from any channel

The impact of the pandemic is immense and it continues to shape the world. While many have faced difficulties and isolation, there is room for creating meaningful interactions even in times like these. Empathy, compassion and patience to listen to your customers (and employees) voice are the means of restoring the connection that was there before. Getting back to business in a new era will require new approaches and increased effort but it may pay off more than expected.


Sandra RadlovackiSandra RadlovackiJune 10, 2020
Genesys_002-800x450-1.jpg

3min1721

The findings of the survey show that 71 percent of UK contact centres were not fully ready for remote working under the lockdown restrictions.

The recent nationwide survey conducted by the global leader in cloud customer experience and contact centre solutions Genesys in partnership with a customer experience technology specialist, IST, surveyed 150 UK contact centre executive and managers.

According to the results, only 29 percent of the businesses said that their contact centre were fully prepared for remote working.

Two-thirds (66 percent) had to invest in additional hardware such as laptops, networking devices and media servers. Twenty-eight percent of UK contact centres had to purchase additional remote-working licenses and an additional 14 percent had to incorporate new automation. Increased call volumes called for new port licences which were purchased by 9 percent of contact centres.

More than 80 percent of the surveyed managers said that 75 percent of their contact centre staff transitioned to remote work and more than 50 percent of the managers said they have all of the contact centre staff working remotely.

On the other hand, around 60 percent of UK contact centre managers say cloud contact centre solutions helped their contact centre operate even better under COVID-19 conditions than under normal circumstances, with 38 percent of the managers choosing cloud solutions over on-premises software.

Mark Armstrong, sales director for commercial and mid-market at Genesys: “The pandemic has put contact centres in an unprecedented situation. Businesses needed to either move staff remote, or ensure strict social distancing regulations in the workplace.”

“While businesses were addressing the health and safety of their workforce, they also needed to deal with an increase in demand. Leveraging technologies such as the cloud has provided businesses with the tools to handle the challenge, whilst ensuring high levels of service to consumers.”

When it comes to challenges of the unprecedented circumstances, ensuring staff wellbeing was the biggest challenge to transitioning to remote working, according to 58 percent of contact centre managers. The restraints of their current technology were the major obstacle for 35 percent of the managers, while an additional 34 percent were worried about the effectiveness of their workforce.

According to interaction data from the cloud contact centre platform Genesys Cloud, UK businesses faced an increase of 33 percent in customer service inquiries between Q4 2019 and Q1 2020. To deal with the increased demand, businesses chose a number of solutions – 34 percent opted for chatbots to provide quick answers to frequently asked questions. Almost 30 percent wanted to incorporate robotic process automation (RPA) in assisting agents, while 25 percent sought implementation of voice biometrics to identify callers and save agents time.


Sandra RadlovackiSandra RadlovackiJune 9, 2020
person-in-blue-denim-jeans-sitting-on-floor-using-macbook-4134791-1280x853.jpg

2min915

A nationwide study commissioned by tech PR agency Eskenzi PR and carried out by OnePoll, shows that 6 in 10 working individuals of the UK feel less stressed while working from home thanks to using video conferencing tools.

The study was conducted on a thousand individuals to examine the sentiments of the UK workforce towards remote working and the use of video conferencing tools.

Softwares such as Skype, Zoom and Teams helped in overcoming the impact of the unprecedented circumstances, allowing many to feel less stressed or unaffected by the use of these tools. One in three respondents feels more relaxed and comfortable when working from home, while 36 percent believe that they are more productive while remote working.

Over a third (35 percent) of surveyed individuals would prefer to work from home for 2 to 3 days a week after the pandemic restrictions are lifted.

Yvonne Eskenzi, Founder and CEO of Eskenzi PR said: “Coronavirus was our wake-up call. For years, we have ignored signs of global warming, growing economic inequalities and rising mental health issues. Our society has prioritised profit over sustainable and responsible growth.”

“Having now been forced, en masse, to work from home, we might have inadvertently been offered our saving grace. This study has shown that remote working ‘works’ and, more importantly, it can have a positive impact on people’s well-being, the community as a whole as well as the environment.”


Sandra RadlovackiSandra RadlovackiJune 8, 2020
Zoom.jpg

2min738

According to data collected by Buyshares.co.uk, video conferencing platform Zoom grew by 169 percent by the first quarter of the fiscal year 2021, during which the revenue stood at $328 million.

The revenue during the first quarter of the previous fiscal year, 2020, was 122 million dollars, only to pick up speed and reach a total revenue of $623 million by the end of the same fiscal year.

Zoom’s upward trajectory began during the first quarter of the fiscal year 2019, where its revenue stood at $60 million, with a steady growth of 25 percent in the second quarter of the same fiscal year.

In the third and fourth quarters of the fiscal year 2019, the revenue hit 90 million dollars and 106 respectively, adding up to $331 million at the end of the same fiscal year.

According to the projections for the fiscal year 2021, Zoom’s total revenue should hit $1.77 billion by the end of the year.

Contrary to other sectors of the economy that have been badly affected by the pandemic, Zoom has benefited from millions of workers having to transition to working from home, and also being chosen as the top used platform for holding meetings. Zoom’s popularity soared thanks to millions of people using it as a way to stay in touch. Institutions like schools, museums and even churches have been using Zoom to perform their usual operations.


Sandra RadlovackiSandra RadlovackiJune 4, 2020
security-2168234_1920-1280x811.jpg

2min819

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
rectangular-white-and-red-gift-box-1303079-1280x853.jpg

3min1326

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
arlington-research-nFLmPAf9dVc-unsplash-1280x854.jpg

2min932

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
032-compressed-1280x854-1.jpg

4min680

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
savings-2789112_1920-1280x853.jpg

3min607

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
vadim-kaipov-wbnJMea2D-0-unsplash-1280x1920.jpg

3min1080

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
Capture.png

2min872

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
person-shopping-online-3944405-1280x853.jpg

3min940

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
design-desk-display-eyewear-313690-1280x960.jpg

2min1076

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
people-on-a-video-call-4226256-1280x853.jpg

2min848

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
meta-logo-genesys-tag-1200.png

2min1289

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
freshworks-webinar-1280x670.png

2min981

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.


glenn-carstens-peters-EOQhsfFBhRk-unsplash-1280x852.jpg

3min1032

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.”

 

 


person-writing-on-notebook-669615-1280x848.jpg

3min1386

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.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


cbd oil: cbd oil hawaii cbd euphoria what is cbd vape juice cbd oil ogden utah cbd oil legal in nebraska cannabidiol autism cbd for thyroid cece drake cbd oil long island cbd lollipop san antonio cbd oil body shop oil cbd oil for bursitis premium cbd flower cbd make you sleepy statewide collective cbd boss cbd discount code cbd to cbn conversion cbd water for sale near me cbd oil and stomach issues cbd oil greenville nc cvs water pills cbd 300 cbd oil sacramento cbd global colorado cbd vs thc for nausea is hemp oil safe odorless cbd oil for vape depression wikipedia miracle zen ingredients pure bd amazon pet supplies promo code give me some information on charlottes web cbd oil for pets losartan maximum dose taxi price sydney airport to cbd rick cunha heart failure review smok alien 220w review cbd best oil dragonfly massage weed anti inflammatory mg to ton narotic definition huge tit smoking cigg sex spectrum cbd vape oil cartridge neem oil cbd oil oahu is hemp a drug cbd oil thera arkansas cbd oil cbd belapur police station phone number will i test positive for marijuana if i use cbd oil mile high cure best cbd oil high times zilis ultracell full spectrum hemp cbd topical 0mg full spectrum cbd oil fail drug test cannobis oil

male enhancement: stamina supplements can ed be cured permanently clomid bodybuilding dhea vs testosterone viagra how long does it last reddit pro ed sildenafil directions 18 cm penis complete male solutions viagra for pulmonary hypertension dose penis growth hormone isosorbide dinitrate dose english girth natural ways to increase penile size what does a big dick feel like do black men have bigger penis legitimate penis enlargement muscle man penis is it possible to increase girth magnum pump xr pills unique masturbation is viagra funded by the government penis running caucasian penis red male enhancement pills 6 1 2 penis national small penis association otc alternative to viagra average penis size by age woman having sex with a man vitamins for erectile strength flomax 4 mg niacin pills gnc dick penis low testerone and erectile dysfunction therapy ed contact pandora radio tadalafil canadian pharmacy if i lose weight will i get taller alpha titan testo side effects drive booster review rogaine vs propecia kangaroo pills how to measure the penis mens penis piercing big men cock testosterone booster walmart man 2 man sex super hd xtreme review male enhancement meijer best testosterone replacement does sex boost testosterone male enhancement pills rite aid gain xt reviews top rated male enhancement products how to increase penis size naturally sex stamina medicine dysfunction meaning

weight loss: weight loss smoothie recipe fen fen weight loss weight loss keto serrapeptase weight loss wellbutrin 450 mg weight loss topiramate 50 mg for weight loss stomach wrap weight loss weight loss diet plan india no carb diet weight loss weight loss doctors in lakeland fl weight loss hypothyroidism books about weight loss weight loss diets for diabetes jill scott weight loss 10000 steps a day weight loss stories pills to lose weight that work watermelon diet weight loss dr oz quick weight loss program lana del rey weight loss coffee beans for weight loss janice huff weight loss safe pills to lose weight soylent weight loss stories presription diet pills ultimate weight loss solution protein shake diet weight loss results weight loss and itchy skin weight loss transformations men healthy snack bars for weight loss bill nunn weight loss brandon weight loss thrive weight loss patch yogi tea for weight loss diet pills that work fast for teenagers synedrex weight loss pills weight loss clinics louisville ky top rapid weight loss pills doctor weight loss programs leading weight loss pills is diet green tea good for weight loss dr oz new diet pills weight loss exercise plans at home diet pills drug test diet pills expand in stomach uber trim diet pills great diet for weight loss red berry diet pills weight loss surgery las vegas fastin diet pills coupons diet pills in blue bottle is diet coke good for weight loss quick weight loss juicing extreme weight loss show diet how to make weight loss pills 30 day weight loss diet menu ricky skaggs weight loss weight lose diet joe thomas weight loss

vape: revenger x vape logic e cig coupon code coupon code for element vape vape drip mods vape connexx 710 vape vape batteries 3000mah smok tpriv firmware update the bo vape vapor pressure of water equation ohio vape tax sophie turner juul endura t22 roor vape juice current vapor popcorn lung and vaping negative vapor pressure build your own ecig mod nilla gorilla recipe juice ecig smok stick v8 change coil e cigarette boutique paris what are all the puff bar flavors e cigarette ads youtugbe dab e cigarette e cigarette vs cigarette lung capacity snow wolf new mod everything to know about vaping e cigarette sold at walmart how vaping for 30 days xname lname smok 70 watt reasons to quit vaping rainbow mod vape chemical pneumonia when was the uwell amulet coils freemax twister 80w smok v8 leaking from airflow update smok firmware 200w box mod with tank 200 w vapes how to remove drag logo voopoo grag nicotine od most popular box mod how to prime smok coil mini sub ohm kit uwell valyrian uk how to use a ecig vaporizer accessories for uwell crown the flagship mod uwell crown 2 temperature best voltage for vaping tobeco super tank mini or uwell crown thc oil vape cartridge voopoo drag 2 tc box mod 177w max puff on smok procolor voopoo 2 puzzle e cig box mod kit voopoo uforce t1 tank vs ijoy captain x3 tank lung transplant from vaping