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Tag: Business Leaders

25% of respondents report drinking alcohol on calls

According to research from virtual events software provider EventsX, one in four people have admitted to falling asleep during a video call or virtual event.

EventsX commissioned a poll of over 500 event goers and business decision makers, via independent polling agency Censuswide, to understand how people have adapted to ‘dialling-in’ to their meetings and events.

In total, 24% of event attendees had admitted they have fallen asleep during an online event, a figure which rose substantially to 34% of 18 to 34-year-olds.

According to the report, a quarter (25%) confessed they that had consumed alcohol on a video call when they were no supposed to. This figure rose to almost 30% of 18 to 34-year-olds but dropped to 10% of those individuals over 55.

Furthermore, 36% said they have previously played games on their computer during a work call or virtual event that they found boring, a figure which rose dramatically, to almost a half (49%) of 18 to 24-year-olds.

Other distractions were also admitted to, with almost half (49%) saying they have answered the door to a delivery driver during a video call or virtual event. A staggering 57% of 25 to 34-year-olds admitted to doing this.

As well as answering the door while on a call, 57% have muted a call to speak to someone in their household, or even to take a phone call, whilst being at an online event or on an online video call.

Shoaib Aslam, Founder of EventsX, commented: “While falling asleep and consuming alcohol may have a humorous side, online events do present many benefits in our work from anywhere world. It is far easier for online event attendees to leave, or multi-task, than it is for those who attend in person, highlighting why creating an interesting and interactive online event is so important.

“Whether someone is highly involved or just a background participant, events should be conducted in an engaging way to allow attendees to take away key information and knowledge.

“Hosting an online event is not necessarily an easy task but by utilising the correct technology, hosts will be able to capitalise on the benefits that online events offer. For example, making switching between talks easy, offering 1-1 chats powered through AI matching technology and easing the process of networking. With these engaging features attendees can absorb themselves in a fulfilling event that does not send them to sleep!”

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Suppliers still blaming poor customer service on pandemic

A new study of small business owners has shown that eight in 10 small businesses are concerned that they face a ‘cost-of-working crisis’, threatening the business’s viability. In addition, many say that poor customer service from suppliers is affecting their ability to focus on rising costs and inflation.

According to the connectivity provider TalkTalk Business research, 67% of small business owners say they work with a supplier that has blamed poor customer service on the pandemic, even though the last set of COVID-19 restrictions were done away with six months ago.

With SMEs spending an average of 16 hours a month on the phone with supplier customer service teams, 62% believe this issue takes attention from their core business. In addition, they believe that better customer service from suppliers will allow them to focus on overcoming their current financial challenges.

The most common customer service issues that SMEs face are:

  • Being on hold (55%)
  • Being passed between customers service agents (48%)
  • Not having issues dealt with in one call (44%)

Only 40% of respondents say that the customer service they receive has improved since the pandemic. A further 64% agree that poor customer service from their suppliers is affecting their bottom line.

Improvements in the customer service support that SMEs would like to see include:

  • Having issues dealt with efficiently (59%)
  • Speaking to a human customer service representative instead of an automated system (54%)
  • Dealing with one agent throughout (41%)
  • Receiving friendly service (37%)
  • Speaking to an agent who understands their business (36%)

Yifat Castle, a TalkTalk Business customer, and Owner of Artisan Gelato and Sorbet Company, said:“As a business that sells a luxury product, we’re apprehensive of what’s to come in the next few months despite a strong start to the year. Our factory is energy intensive, so we know that unfortunately we’re going to be paying higher bills.”

“Good customer service from my suppliers is imperative, so it’s reassuring to know I have it with TalkTalk Business. Speaking to a human to resolve issues quickly is the absolute priority, as it allows me to focus on the things that matter for my customers.”

TalkTalk Business and The Growth Company have partnered to help small businesses secure better customer service from their supplier.

Jonathan Kini, Managing Director, Direct Consumer and B2B, commented: “The past two years have been incredibly challenging for small businesses, who are the beating heart of our economy. We’re proud to partner with The Growth Company to provide advice to small businesses on how they can secure the best customer support to enable them to focus on the issues that matter.”

“TalkTalk Business strives to offer its small business customers the best value packages on the market, combining fast, reliable connectivity with industry-leading customer service.”

Richard Jeffery, National Director of The Growth Company, said: “In these challenging times, it is critical business leaders are able to devote their full time and attention to the core issues surrounding their organisation. This report shows the impact of poor customer service, and the amount of time SMEs spend dealing with it, time which would be better spent focused on their business.”

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