Posted on October 2, 2017 by Leyla Tovey in Company News.
Customer satisfaction and optimising the customer experience should be at the top of the agenda for any business and SBS is no exception. Although this week is Customer Service Week we aim for great customer service in our support to schools every day.
The future of service delivery
Due to technological advancements there are some interesting developments on the horizon across the business world. It’s almost impossible not to stumble across a feature about Artificial Intelligence (AI) and the inevitable impact on the way businesses will deliver their services. It is predicted by Gartner that by 2020, customers will manage 85 percent of their relationship with a company without interacting with a single human.
Artificial Intelligence (AI) in day-to-day life
As consumers, our interactions with AI are becoming more commonplace, even if we are not consciously aware of it. For example, when was the last time you had to actually call your mobile phone provider? If you went on their website and clicked ‘Chat’ there’s a good chance you were communicating with a chatbot, a program designed to simulate conversation with humans.
Remember the MS Office paperclip? The chatbot is really just a later iteration of that. Our familiarity with those pesky ‘Clippy’ interruptions demonstrates how easily AI became a part of day-to-day life.
Enhancing our service
So how might AI impact what we do at SBS?
At the core of our company and central to all of the services we offer are our Service Desks. Consistently scoring high in customer surveys and always receiving great feedback, we are justifiably proud of them and we feel strongly that their success lies in the people we have at the end of the phone. Not only are our Service Desk advisors experts in their area, they are effective communicators who understand the SBS customer. They seek to build relationships because they know it makes for a better experience for the customer, and for them.
However, a quick look at the quirky willrobotstakemyjob.com
website suggests that the ‘Robots are watching’ front line Service Desk staff, with a 55% risk of job automation.
Does this mean we should be revolutionising our support with automation?
The answer is no, not revolutionise and automate, just continue to evolve. A chatbot or similar will never replace our Service Desks because we don’t just tell you the how, we explain the why. However, there are other ways that we can improve our support to you, particularly through online access to information and we are committed to enhancing our service in line with your needs.
SBS commitment to service
At SBS we ensure that we listen to our schools so that we understand their requirements. Our commitment to service underlines our approach; hearing and responding to feedback helps us to continually improve.
You can see more about our commitment to service and our five company values here. Got something to tell us? Please contact us.
Follow SBS on Twitter for more coverage during #customerserviceweek
Posted on September 29, 2017 by MIS Service Desk in SIMS.
Autumn Census 2017 – Fileset 704
Please ensure that you have had your Summer upgrade and are on SIMS 7.166 before you carry out the instructions in this blog.
Posted on September 19, 2017 by MIS Service Desk in SIMS.
SIMS Autumn Census guidance
With October coming around fast it’s time again for that joyous thing that is the October School Census. To help with carrying it out we’ve gathered all of the guides and dates, together with the latest fileset into one place.
Posted on September 8, 2017 by MIS Service Desk in SIMS.
Your updated Pupil Premium 2017/18
As many of you are no doubt aware, your Pupil Premium ‘ticks’ will not have carried over from last year and so will need to be re-entered.
Posted on August 16, 2017 by Liziy Allen in HR & Payroll.
Changes to the School Teachers Pay and Conditions Document (STPCD)
The new STPCD 2017 has now been published by the DfE with recommendations from the School Teachers Review Body.
Posted on August 4, 2017 by Stephen Dolman in Finance.
Our top five SBM reads for the summer
July is often the month that the ESFA publishes its summer blockbusters, so that business managers in schools and academies have some essential reading for their beach holidays.
Posted on July 28, 2017 by Liziy Allen in HR & Payroll.
Changes to employment tribunal fees
In July 2013 the Government introduced the Employment Tribunals and Employment Appeal Tribunal Fees Order 2013, which required all individuals to pay a fee to bring a claim to tribunal.
Posted on July 25, 2017 by Simon Randall in SBS Online.
Teachers’ Pay from September 2017
All teacher pay scales have been increased by 1% from 1st September 2017, except for M1 to M6 which have been increased by 2%. Schools with pay structures for teachers which fall outside of these national scales can introduce custom salary scales.
Posted on July 20, 2017 by Leyla Tovey in SIMS.
SIMS Exams – Results day guidance
As the academic year draws to a close and we look ahead to the summer holidays, Exams Officers in particular are turning their attentions to preparations for the results days.
Posted on July 18, 2017 by Stephen Dolman in Finance.
There have been a number of announcements these last few weeks – so here is your one stop source to all the information you need.