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skills

Level up in 2022 with these great online courses!

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Our selection of online courses tailored specifically for the contact centre sector will enable you to both learn new skills and improve existing ones – sign up today!

These are specially-curated online courses designed to help you and your team improve expertise and learn new things.

The Customer Services online learning bundle provides you with over 50 courses, which cover all areas of both professional and personal development:

  • Caring for Your Customers’ Needs Certification
  • Consumer Rights Awareness Certification
  • Customer Care Certification
  • Customer Retention Certification
  • Online Security Certification
  • Managing and Improving Customer Service Process Certification
  • Managing Emotions at Work Certification
  • Identity Theft Awareness Certification
  • Listening Skills Certification
  • Managing Teams Certification
  • Memory Enhancement Certification
  • Mentoring and Coaching Skills Certification
  • Mindful Listening Certification

And many more!

Find out more and purchase your ticket online here.

For just £99 (usually £149), you can share the courses with your colleagues over a 12-month period.

Additionally, there are a variety of bundles available on all spectrums;

  • Personal & Professional Development
  • Healthcare
  • Sports & Personal Development
  • Human Resources
  • Customer Services
  • Health & Safety
  • Education & Social Care Skills
  • Sales & Marketing
  • IT & Personal Development

Book your courses today and come out of this stronger and more skilled!

EBOOK DOWNLOAD: Unlocking the potential of your #1 asset – Your people

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By Sabio Group

Are you in danger of leaving your people behind?

Despite the upheaval caused by Covid-19, the annual rate of attrition among UK contact centre advisors remained at around 15% to 20% in 2020. However, we are now starting to see a crisis in the industry, with attrition rates soaring.

With the estimated cost to replace and train advisors in a 500-seat contact centre each year said to be over £1m, many businesses are looking at new ways to bring down attrition rates – and improve customer experience as a result.

Digital and automation initiatives may transform contact centre efficiency, but they’re also fundamentally changing the nature of today’s contact centre advisor role. With your people left handling only the most urgent, complex and emotional interactions, this workload is placing huge pressures on your contact centre teams.

That’s why it’s time to turn your technology focus inwards – backing your advisors with the same innovative solutions that you’re already using to support your customer journeys. At Sabio we call this Human Service.

Our latest eBook explains how adopting such a Human Service approach can help unlock the true potential of your #1 asset – your people. We also identify how effectively supporting contact centre teams with the right technology and solutions can play a key role in starting to address worryingly high advisor attrition rates across our industry.

We also highlight the importance of monitoring advisor wellbeing, and discuss how delivering focused customer journey support can play a key role in reducing advisor frustration.

Download now to find out how you can support your advisors as they adapt to world of longer and more demanding interactions.

TalkTalk creates 50 jobs for young people in North West

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Salford-based connectivity provider TalkTalk has begun advertising six-month work placements for more than 50 young people, as part of the Government’s Kickstart Scheme.

The Kickstart Scheme is run by the Department for Work and Pensions (DWP) and will last until the end of 2021. It provides funding to create new job placements for 16- to 24-year-olds on Universal Credit who are at risk of long-term unemployment, having been hit hard by the COVID-19 crisis.

Department for Work and Pensions data shows that there were 83,000 people aged 16-24 who were unemployed and on Universal Credit in the North West as of June 2020. Since the COVID-19 pandemic hit, between March 2020 and October 2020, there was also a 75% increase in people on Universal Credit in the North West.

As one of the region’s leading employers, TalkTalk is offering roles to at least 50 young people across all areas of the business. Positions will be available in customer relations, communications, technology, and administration initially, with the potential to extend into other departments later in the year.

TalkTalk began advertising the roles over the weekend and is now accepting applications. The jobs are only available to young people currently receiving Universal Credit.

Advertisements and more information can be found in local job centres and on the TalkTalk careers page: careers.talktalk.co.uk.

TalkTalk will also be selecting applicants with the help of The Prince’s Trust, a charity which supports young people on their journey through education and workplace training. Potential new starters will be taking part in development bootcamps before being directed to TalkTalk for an interview. Aside from facilitating the interview process, the bootcamp also offers sessions and advice on employability, workplace skills and office 101 training.

All placements will be paid Real Living Wage for 25 hours a week over the six-month contract period. TalkTalk will review the placements once the six-month contract ends, with the potential to place those on the Kickstart Scheme into full-time positions.

Daniel Kasmir, Chief People Officer at TalkTalk, said: “We know that the North West has faced some difficult times over the last year, with many young people experiencing unemployment and job losses as a result of the pandemic.

“Thanks to the Kickstart Scheme, we’re able to provide some much-needed opportunities for young people in our area to gain real-life work experience, learn new and transferable skills, and workshop their CVs so they can secure a fantastic job in the future, be it with us, or elsewhere.

“Both TalkTalk and our Kickstart placements will benefit from this great scheme. We welcome fresh blood and new ideas – something a tech company like ours cannot do without.”

Minister for Employment, Mims Davies MP, said: “It’s great to see TalkTalk backing this Government’s Kickstart Scheme with recruitment for 50 young people to get on the employment ladder in roles across the region – giving local talent crucial work experience in areas from finance to social media in this exciting industry.

“Our Plan for Jobs is creating vital fresh opportunities, boosting job prospects and supporting employers to recruit in key growth sectors, as we push to build back better and level up the country.”

Improve your skills in 2021 with these great online courses!

960 640 Stuart O'Brien

Our selection of online courses tailored specifically for the contact centre sector will enable you to both learn new skills and improve existing ones – sign up today!

These are specially-curated online courses designed to help you and your team improve expertise and learn new things.

The Customer Services online learning bundle provides you with over 50 courses, which cover all areas of both professional and personal development:

  • Caring for Your Customers’ Needs Certification
  • Consumer Rights Awareness Certification
  • Customer Care Certification
  • Customer Retention Certification
  • Online Security Certification
  • Managing and Improving Customer Service Process Certification
  • Managing Emotions at Work Certification
  • Identity Theft Awareness Certification
  • Listening Skills Certification
  • Managing Teams Certification
  • Memory Enhancement Certification
  • Mentoring and Coaching Skills Certification
  • Mindful Listening Certification

And many more!

Find out more and purchase your ticket online here.

For just £99 (usually £149), you can share the courses with your colleagues over a 12-month period.

Additionally, there are a variety of bundles available on all spectrums;

  • Personal & Professional Development
  • Healthcare
  • Sports & Personal Development
  • Human Resources
  • Customer Services
  • Health & Safety
  • Education & Social Care Skills
  • Sales & Marketing
  • IT & Personal Development

Book your courses today and come out of this stronger and more skilled!

Keep your skills up to date with our online courses!

960 640 Stuart O'Brien

During these times of great uncertainty, one thing we all have more of is time. So why not use it to learn new skills and improve existing ones with our newly available and unlimited annual courses?

These are specially-curated online courses designed to help you and your team improve expertise and learn new things.

The Customer Services online learning bundle provides you with over 50 courses, which cover all areas of both professional and personal development:

  • Caring for Your Customers’ Needs Certification
  • Consumer Rights Awareness Certification
  • Customer Care Certification
  • Customer Retention Certification
  • Online Security Certification
  • Managing and Improving Customer Service Process Certification
  • Managing Emotions at Work Certification
  • Identity Theft Awareness Certification
  • Listening Skills Certification
  • Managing Teams Certification
  • Memory Enhancement Certification
  • Mentoring and Coaching Skills Certification
  • Mindful Listening Certification

And many more!

Find out more and purchase your ticket online here.

For just £99 (usually £149), you can share the courses with your colleagues over a 12-month period.

Additionally, there are a variety of bundles available on all spectrums;

  • Personal & Professional Development
  • Healthcare
  • Sports & Personal Development
  • Human Resources
  • Customer Services
  • Health & Safety
  • Education & Social Care Skills
  • Sales & Marketing
  • IT & Personal Development

Book your courses today and come out of this stronger and more skilled!

Majority of UK workforce lacks basic cyber security training

960 640 Stuart O'Brien

Seventy-seven per cent of UK workers admit that they have never received any form of training cyber skills training from their employer.

That’s according to a study from Centrify and comes during the European Union’s CyberSecMonth, which is designed to raise awareness of cybersecurity threats, promote cybersecurity among citizens and organisations; and provide resources to protect themselves online, through education and sharing of good practices.

The survey of 2,000 fulltime UK workers in professional services, conducted by independent survey company Censuswide, also found that over one quarter (27 per cent) of workers use the same password for multiple accounts, including work email and social media, putting both their personal security and that of their company at risk from hackers.

Most worryingly, the survey also found that 69 per cent admit that they do not have the confidence in their own cyber security processes when it comes to protecting their own data.

Additionally, 14 per cent have admitted to keeping their passwords recorded in an unsecured handwritten notebook or on their desk in the office. The news comes despite the UK government’s drive to improve cyber security for companies, with its Cyber Essentials programme.

A further 14 per cent do not utilise multi-factor authentication cyber security measures for apps or services unless required to do so – despite the fact that many consumer banking apps and social media now offer this service. 

Experts have warned that such a lacklustre approach to critical cyber awareness could land employers in hot water.

Donal Blaney, a cyber law expert at Griffin Law, said: “Ignorance of the law is no defence. Company directors and business owners owe it to themselves, their staff, their shareholders, and their customers to know how to protect their businesses and their customers’ data. They will only have themselves to blame if this blows up in their face one day.”

Andy Heather, VP at Centrify, added: “In an age where cyber attacks have emerged as one of the most ruthless and successful forms of crime that can be committed against a business on a large scale, it is astounding to hear that so many UK companies neglect to instil even the most basic cyber security measures in their employees.

“Just one misplaced password could result in the theft of millions of sensitive company documents, personal information and financial fraud, allowing hackers access to critical data. Tackling this issue requires urgent investment in cyber skills training and adopting a zero-trust approach, to further reduce the risk of weak passwords leaving easy entry points and to ensure malicious parties cannot run riot in company systems with stolen log-in credentials.”

GUEST BLOG: Creating an environment that motivates millennials

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By Nazma Quarban, Chief Revenue Officer, Cognism

By 2025, 75% of the global workforce will be made up of millennials; a shift that businesses need to prepare for in order to attract and retain workers.

Forget about the misconceptions, millennial employees can be just as hardworking, spirited and loyal as any other generation; it’s all about how you motivate them. 

As the race is on to captivate their attention, many companies are asking the same question: how can you harness the skill and determination of millennials and create a culture that inspires them to succeed? Cognism’s Chief Revenue Officer, Nazma Quarban, looks at how companies can foster a culture where millennials can thrive and talent is retained. 

  1. Become a mentor

Traditionally, the manager-employee relationship has been centred around achieving the objectives of the business or department. However, managing purely based on performance won’t work with millennials; in order to see the whole picture, companies need to move their focus to development. 

From fostering an open-door policy to setting up regular one to one meetings to discuss both personal and work-related issues, managers should always put personal growth first. Casual conversations can lead to feelings of trust and by becoming a mentor that acknowledges the employee’s strengths, employees become empowered to make their own decisions. It is only then that they will truly learn for themselves.

2. Pave the way for a future 

91% of millennials consider the opportunity for rapid career progression as one of the most important aspects of a job. Ultimately, they want to know that if they work hard, they will reap the rewards. So, making sure encouragement and benefits such as salary and remuneration are in place is key to increased productivity and performance. 

If space is created for people to step up, they will do so. Putting a progression plan in place from the start is the best way to make a millennial employee feel that you, as an employer, prioritise their career growth and advancement. And job titles really do matter; for motivated millennials, a job title reflects their status and success. Giving them a taste of authority will give them a sense of purpose which could help drive company success. 

3. Cultivate a culture 

Millennials want an environment that lets them thrive, but how can companies make this happen? With many millennials fresh out of university, replicating the university environment in the workplace through socialising and collaboration is a great way to engage them.

Creating a business unit which doesn’t feel isolated from other departments and doesn’t have any members of the management team locked behind glass doors, is the first step. Once this roadblock is removed, the workplace feels immediately more inclusive. Solving the problem of diversity through regular collaboration will help build a supportive environment that millennials want to be a part of.

4. Celebrate success

Millennials respond well to a celebratory culture; this shouldn’t just be limited to business success, but inclusive of both team and individual success too. Celebrating milestones such as a great customer review, when a contract is signed, or even their triumphs outside work will give millennials the positive reinforcement to keep achieving. 

One way this works is through company socials and entertainment. Assigning a dedicated budget to host regular activities at work will help blur the line between work and play. Whether it’s team lunches, beer and pizza evenings or even an annual trip away, when people enjoy what they do and who they do it with, they will feel like they have a sense of purpose. 

5. Champion transparency 

Millennials expect transparency and are willing to be transparent in return. Being open and honest in both communications and conduct will go a long way in winning the hearts of millennials. Opening up these conversations and creating an inclusive environment will make them feel a level of value and respect whereby they can impact actual change. 

Giving them the opportunity to innovate and pursue their personal interests in the professional setting is one way companies can keep things fresh and provide them with the opportunity to get involved in the way the business is run. After all, you never know what hidden talents might transform your business. 

Conclusion 

Business owners need to realise that it’s no longer about what millennials can bring to the company, but what the company can bring to millennials. Working with millennials needn’t be an obstacle. If organisations invest in them as people and not employees, they will create a happier team, which is inevitably more effective and motivated and set up to succeed every time. Engage with millennials in the right way and there are no limits to what can be achieved. 

Image by StockSnap from Pixabay