Welcome to the 7th edition of the Sudale Search & Select Newsletter!
Welcome back to the Sudale Search & Select Newsletter!
As ever, we’ll be taking a look at what’s gone on within the wonderful world of the CX and Contact Centre sector in the past month, from interesting insights into customer loyalty to key trends set to impact the sector in the not-too-distant future.
So, without further ado, let’s get into April’s highlights…
Something that needs to be (and we’re sure is) on everyone’s radar is the ever-changing customer perceptions and behaviours.
The ‘ServiceNow Consumer Voice Report 2024’ found that 67% of UK consumers are less loyal to brands now than they were 2 years ago, and the cheapest option is fast becoming their go-to choice.
Look a little closer at the findings and there are several crucial opportunities for brands hoping to keep hold of their valued customers, with quick response times to issues and even a shift to 24/7 customer service holding the key to their maintaining loyalty.
Are you being asked to generate revenue alongside delivering your usual 5-star customer service?
If you are, you’re not alone.
More and more CX leaders are expected to not only improve customer satisfaction, but to also deliver more revenue by getting their teams to upsell, cross-sell and improve customer retention!
In fact, reports show that 91% of service organisations are now tracking how much revenue their customer service agents generate, up from more than 50% in 2018.
It looks like the busy job of a CX leader just got busier!
Contact centre agents spend “just 39% of their time servicing customers.”
That’s according to a new Salesforce Customer Service Report which surveyed over 5,500 service professionals working across 30 countries.
Internal meetings, admin tasks and logging information manually are taking up the most time and many revealed they struggled to keep up with the customers’ increasing expectations.
This is where our old friends AI and automation look set to make the difference, with a whopping 93% of service professionals at organisations already using the technology saying it saves them time.
Something to seriously consider if you aren’t already!
Whether it’s on the phone, via email, on socials or webchat, we know that customers want to contact brands and get the service they’re after in the way that works best for them.
Which is why there’s always new technologies, innovations and strategies on the horizon that should be front of mind, and this month is no different!
Some of the key trends we’re seeing and are being talked about are AI-Driven Personalisation, AI Conversational Analysis, Unified Customer Data, Real-time Analytics, Voice AI Integration and Human Centric Design.
Salaries are on the rise… and we are seeing some of the same frequent job titles pop up across Contact Centre Training, Resource Planning, and specialisms such as Claims. Not only that, but we are finally seeing a rise in the number of senior CX vacancies! With a lot of scaling businesses hiring the demand for Subject Matter Experts is also increasing.
The salary ranges are so diverse now, and mis titling of roles is rife in the market which is causing confusion!
An overview of basic salaries for generalists across CX/ Customer Operations are below:
Chief Customer Officer ???????? ￡160,000 - ￡200,000
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Director ????????????????????????????????? ￡100,000 - ￡150,000
Head of??????????????????????????????????? ￡75,000 - ￡100,000
Manager ???????????????????????????????? ￡45,000 - ￡70,000
The differences are quite stark from industry to industry, as well as for specialists.
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Hands up if you’ve seen the Nationwide adverts starring Dominic West?
Keep those hands up if you knew that Nationwide got in some hot water over the content in said adverts?
Now of course, this is our Great CX of the Month section, and in a positive turn of events, Nationwide flipped this negative feedback around and have used it to strengthen their pledge to keep more branches open for longer.
?A great example of how to react to your customers’ feedback and give them the service they’re after!
There really can be only one winner of our frustrating CX of the Month Award and it must be Co-op Live in Manchester!
Where do we even start?! We’ve seen technical issues, shows cancelled last-minute with fans queuing at the doors, and to cap it all off… falling air conditioning units!
And how were fans informed of the issues? Via social media 10 minutes before the doors were due to open and an apology letter handed out to those in the queue.
You have to feel for those who travelled far and wide to see their heroes and lost out on all that money - one lady spent ￡1,500 on her trip!
For this month’s people to connect with I recommend the fabulous Clayton Drotsky who, with a strong background in Contact Centre Leadership, decided to “do his own thing” and launch The Growth Crew to support leaders/ business owners and organisations to boost their employee engagement through effective leadership!?
Not only is he fantastic at what he does, he also shares some great stories and is one of the funniest, down to earth people you will meet.
In this month’s Sudale Skillshop, we’re highlighting the need to build a data-driven mindset.?
Leading a team effectively will call for you to use the data at your fingertips to inform your business strategies and get the most from your team around you.
Develop these key skills and you’ll be turning insights into actions in no time!
Thanks for reading this month’s edition of the Sudale Search & Select News! We’ll be back at the end of May with another jam-packed newsletter, so make sure you subscribe and give us a follow on LinkedIn so you never miss an issue.
And of course, if you’d like to discuss hiring for either your team, or a new role for yourself, and are looking for a recruiter as well-versed in your industry as you are, get in touch with us at [email protected]
Likewise, if you’ve had a read of our Candidate Experience Survey Report, and want to discuss it further or have questions about the report, get in touch with Kerry directly at [email protected]
7th Edition of our monthly newsletter. please let us know if there's anything else you would like for us to include... Thinking maybe a spotlight on a particular job role etc... we are always trying to add value. If you like it this way it is, thank you and thanks as always for the positive feedback!