Sandra RadlovackiSandra RadlovackiJuly 3, 2020
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2min266

According to research collected by Instant Offices, having friends in the workplace can positively affect mood and workflow.

Sixty-six percent of British workers say having a friend increases job satisfaction, while over half of UK employees think that having a ‘work best friend’ ultimately makes the job engaging and more enjoyable.

Some of the benefits of having friends at work are increased trust, strong bonds outside work which can increase a sense of loyalty at work, support, better communication and overall happiness.

For many employees, making friendly relationships with coworkers and managers is already the norm, as the 2020 UK study shows that 76 percent of employees enjoy a positive relationship with their superior and 77 percent states the same with their colleagues.

Lucinda Pullinger, Global Head of HR at the Instant Group says “As a manager, it is important to get to know all your direct reports and show interest, care and concern for all team members equally. There are commercial as well as human reasons for this. Also, in a work environment, it can be the team members who are actually most different to you that are your most valuable, as they provide you with alternative thinking and/or challenge which drives a better outcome. Therefore, valuing, trusting and treating all team members equally is important to enable a team to perform at its true potential.”

Bosses and managers can have friendly connections with their employees by being open about the changing dynamics and staying consistent in the treatment of everyone. It’s just as important to establish a balance between sharing too much information with your work friends and being closed and serious to deserve respect.


Sandra RadlovackiSandra RadlovackiJuly 2, 2020
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2min407

Over 50 percent of global ecommerce purchases are carried out through Stripe, according to data obtained by Buyshares.co.uk.

PayPal comes second, accounting for almost 20 percent of all online payments, followed by Google Pay’s 16 percent. Amazon payments account for 4 percent while Klarna and other e-payment method take up remaining 6 percent.

Online payment solutions are experiencing a steady increase in usage, consequently leading to lower use of cash and cheques.

When it comes to usage distribution, almost 1.2 million websites use Stripe as the main payment processor, followed by 444,864 websites using PayPal Form. Google Play ranks third, used by 366,740 websites, while Amazon Payments are preferred choice on just about 100,000 websites.

As online payment solutions rise in popularity, the main concern for consumers is online safety and ease of cross border transactions.

“Just like any other sector, the online payment systems have the potential of reaching significant heights in the coming years, thanks to factors like a mobile explosion. With smartphone usage on the rise, many payment processors are bound to take advantage and customise their systems to leverage this potential.

Source: link.

 


Sandra RadlovackiSandra RadlovackiJune 30, 2020
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4min633

Recently launched BrandZ Top 100 Most Valuable Global Brands report shows the technology sector dominating the chart, representing over 30 percent of brand value. Apple maintained its position as the second most valuable global brand (+14 percent, $352.2bn), followed by Microsoft (+30 percent, $326.5bn) and Google (+5 percent, $323.6bn).

Amazon continues to top the chart, investing heavily in digitisation and online to offline (O2O) and driving retail category growth (+32 percent, $415.85bn). Amazon’s value grew by almost $100bn this year. making up a third of the Top 100’s total growth.

Microsoft regained the third chart position thanks to its cloud-enabled workplace ecosystem that includes Office365 and Microsoft Teams, enabling users to do business as usual during the lockdown.

The categories hit the hardest by the impacts of COVID-19 are telecoms, banking and energy. Three UK brands have remained in the 2020 Top 100 Most Valuable Global Brands ranking, Vodafone (no. 55, $23.1bn), HSBC (no.67, $18.8bn) and Shell (no.83, $16.1bn). Prior to the global pandemic, the total brand value of the Top 100 brands was set to increase by 9 percent.

Entertainment and media category performed quite well, as consumers spend more time online during the lockdown, including Netflix at no. 26 (+34 percent, $45.9bn), Instagram (+47 percent, $41.5bn) at no. 29, Linkedin (+31 percent, $29.9bn) at no.43 and Xbox (+18 percent, $19.6bn) at no.65.

TikTok (no. 79, $16.9bn) was noted as the highest new entry of the year, an online platform offering fun, user-generated content, something consumers particularly found interesting during the pandemic lockdown.

Jane Bloomfield, Chief Growth Officer, Kantar UK said: “Against a backdrop of uncertainty, those companies that have consistently made smart investments in longer-term marketing and in building strong brands have managed to stave off the worst of the crisis to date. Our BrandZ data allows business leaders to understand how much ‘brand’ drives their business revenues and growth. It also provides valuable information on what brands must do to help them remain relevant and adapt to changing consumer needs. COVID-19 has indiscriminately impacted everyone, including UK brands. However, consistent investment in marketing can and will help carry you through a crisis.”

Mark Chamberlain, Managing Director of Brand, Kantar UK, commented: “As we adapt to the ‘next normal’ as the pandemic and life evolves, UK brands, both large and small, have to pay attention to the key consumer themes emerging from lockdown that will play a role in future behaviour and consumption​. We see these across five key areas that all brands should look to understand and monitor. They are increased self-reliance and resourcefulness in ‘using what you’ve got’ to create entertainment, cook food and offer little luxuries; saving over-spending to protect against harder times; honesty, transparency and directness are more valued than ever; we see increased appreciation of local communities and economies as Britain becoming more inward looking in seeking products and connections closer to home; and finally consumers are seeking leadership and businesses that put people before profits. If you can meaningfully amplify these things in a way that is consistent and true to the brand, that brand will be primed to win more than its fair share.”

To see the full list, click here.


Sandra RadlovackiSandra RadlovackiJune 25, 2020
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3min563

Gift cards have taken over physical gifts, making up 14 percent of lockdown gifting compared to 12 percent of physical gifts.

According to the latest research from The Gift Card &Voucher Association (GCVA) in partnership with Globaldata, among 2,000 UK shoppers, 14 percent bought a gift card for somebody else. When asked about their motivation for switching to gift cards, 30 percent of shoppers responded that the heightened difficulty of purchasing physical gifts was the main motivator, as gift cards offer more convenience. Twenty-five percent opted for gift cards because they can be easily delivered to the recipient.

Around 21 percent of consumers chose gift cards as a token of support to their favourite business during challenging period. This goes in line with a growing trend among consumers who were more orientated towards brands that showed better customer service and loyalty

Most purchased gift cards are from retail, acquired by 44 percent of consumers, while 38 percent chooses multi-store gift cards. Gaming gift cards particularly rose in popularity, having been purchased by 24 percent of consumers. Experience gift cards which can be used for weekends getaways or local bars and restaurants were purchased by 10 percent of shoppers, which is reflective of the current public uncertainty.

Gail Cohen, director general of the GCVA, commented: “Some of the UK’s most popular gifting occasions, such as Easter, Mother’s Day and Father’s Day, fell during lockdown. To adhere to social distancing, consumers needed gifting solutions that minimise contact, could be sent instantly, and enjoyed at a later date. For this, as well as recognising our key workers and even keeping the nation fed, gift cards have been the perfect solution. 

“The pandemic has also given rise to a new, extremely interesting gifting trend, known as “sunny day gifting”, referring to when a gift card is purchased with the intention of being used at a later date once everyday life has returned to normal. As shops continue to reopen their doors and the leisure sector gears up for reactivation, we anticipate a major surge in footfall as customers flock to spend the gift cards they have bought or received in lockdown, offering a much-needed shot in the arm for the sector that could benefit businesses for months to come.” 


Sandra RadlovackiSandra RadlovackiJune 24, 2020
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3min525

A new study surveying 2,000 consumers and 500 banks reveals 58 percent of customers were unable to access needed online banking services since lockdown.

Many customers felt disappointed by the lack of services from their banks’ and the most common complaint was not being able to navigate through online services when needed, said one third of the customers.

The study conducted by managed cloud communications provider Olive, analysed major pain points consumers had with their online banking services. A quarter of customers felt frustrated about disconnected customer service channels, and almost half said that contacting their bank via any online channel (live chat, virtual agent or social media) was impossible. A third of the customers were not able to reach their bank through phone or email.

Millennials and the Generation Z were unhappiest the age groups regarding no video banking facilities offered, thus not meeting their online banking needs.

On a positive note, banks have been putting effort into improving their online banking services, the study finds. Among 500 banks polled, 60 percent admitted not having up to par online banking services for the next generation of digital natives. Sixty-nine percent of banks said improving the online banking facilities and customer services was on their agenda this year.

Despite Olive’s consumer findings, more than half of banks believe they have met the increased demand in customer’s online banking needs since lockdown, with 73 percent investing £50,000 in improving digital and online customer services. One third has invested between half a million and £2 million.

Martin Flick, CEO at Olive said: “While some high street banks do provide excellent digital services, our research highlights the need for wider digitalisation of the industry.”

“Lockdown has been a real opportunity for banks to aid and support their customers through testing times, by providing the best in collaborative, online customer service; enabling customers to stay safe and observe social distancing rules by being able to bank online, whenever and however.”

“Despite banks investing significant sums in enhancing their digital banking systems since Covid-19, our report shows that consumers are still feeling immensely frustrated by the lack of choice, accessibility and at times, quality of online services. In particular, a clear 60 percent of Gen Zs and Millennials feel their digital banking needs are still not been met – a generation where immediacy and convenience are essential, as with generations before”, adds Flick.


Sandra RadlovackiSandra RadlovackiJune 19, 2020
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2min713

UK Complaint Handling Awards winner Capita has signed a contract with Irish Water following a win on a public competitive tender process for the transformation and operation of Irish Water’s customer contact centre services.

The contract is worth €10m a year over five years, with Irish Water having an option to extend the contract for an additional two years, worth an extra €17m over years six and seven.

Under the contract, Capita will transform customer management support services for Irish Water’s customers with a range of new software and digital capabilities

The service operating from Cork will deliver digital expertise such as data and analytics capabilities – to provide improved customer and service insight, allowing for quick identification and resolution of customer problems and greater efficiency in service delivery.

Aimie Chapple, Executive Officer for Customer Management, said: “We are delighted to be working with Irish Water and to have the opportunity to build on our record of delivering highly efficient, technology-enabled customer support services, while at the same time providing greater value for money.”

“This contract award is testament to the strength of Capita’s pan-European platform. Capita benefits from having a proven management team in Ireland, focused on delivery in the local market, complemented by the transformation and technical capabilities of the wider company”, added Chapple.

Yvonne Harris, Head of Customer Operations for Irish Water, said: “Irish Water is looking forward to engaging in this new partnership which will build on our existing service offering through enhanced digital offerings and other best-in-class technologies.”

“Capita will work with Irish Water to transform our contact centre services for both domestic and non-domestic customers over the next five years. We are looking forward to working with the team over the coming months and years.”


Sandra RadlovackiSandra RadlovackiJune 16, 2020
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3min814

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 10, 2020
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3min1145

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
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2min724

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
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2min655

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
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2min667

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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3min1030

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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2min741

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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4min554

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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3min534

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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3min841

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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2min806

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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3min843

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.”


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3min827

An upcoming webinar will discuss the importance of trust in organisations and different ways of adapting to the current climate with reinvented leadership styles.

Hosted by Awards International in partnership with BlueSky and Capita, the free webinar will take place on June 4 at 10.30am BST on Zoom video conferencing platform.

The last decade has been characterised by scandals involving people in influential or senior positions. People in jobs we once respected and looked up to are now regarded with suspicion with only 38% of people saying they trust what their CEO says about their organisation.

Trust is a huge organisational issue and especially relevant in the current climate. Remote working and long-distance leadership are posing a range of challenges most of which are predicated on our confidence or trust in others. Many leaders are having to find new ways of working and for some that has meant adjusting their leadership style, letting go of some elements of control, and empowering their people remotely to ensure that roles and tasks are fulfilled.

The free webinar will cover the latest insight across three pertinent topic areas:

  • Exploring how trust is built and lost and the impact it has on business outcomes, along with tangible actions you can take right now to build and improve trust between the people you work with.
  • Discussing approaches to empowerment and how it is intrinsically linked to accountability, motivation and engagement and a support tool to show you how.
  • The role of leaders in role modelling high trust behaviours because in uncertain times, people look to those in positions of influence for behaviour cues. ways you can demonstrate your intent through meaningful actions

The keynote speaker will be Stu Trevena, who spent over a decade employed within learning and development for some of the most recognisable brands within the UK and has built a sound understanding of what it takes to support behavioural change to deliver results.

To register for the webinar, click here.

Be the leader your employees deserve!

 


Sandra RadlovackiSandra RadlovackiMay 21, 2020
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2min947

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.”




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