Employee/Customer Engagement

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POOR SERVICE COSTING £28 BILLION PER YEAR IN LOST PRODUCTIVITY

Workers dealing with customer service issues during office hours cost their employers £28 billion* per year in lost productivity, new research reveals today. The poll, released by The Institute of Customer Service, analysed the impact of UK employees having to take time out of their working days to resolve personal issues with customer service staff […]

Ryanair

RYANAIR BOSS MICHAEL O’LEARY ADMITS TO SIGNIFICANT MANAGEMENT FAILURE OVER CANCELLED FLIGHTS DEBACLE

Ryanair boss Michael O’Leary has said the firm is planning to make pilots delay a week’s holiday as it wrestles with massive flight cancellations. His comments came at the airline’s annual general meeting in Dublin. Ryanair is cancelling 40-50 flights every day for the next six weeks, after it admitted it had “messed up” the planning of […]

Evo

350 PLUS DELEGATES ATTEND OUR JOINT EVOLUTION OF WORK AND INTERNAL COMMUNICATIONS CONFERENCES

More than 350 delegates attended our Evolution of Work and Internal Communications conferences last week with both conference halls full and universally fantastic feedback from delegates, speakers and sponsors alike. Delegates at the conferences, held in tandem at the Park Plaza Victoria, learned from organisations as diverse as Mercedes Benz, Thomson Reuters, OVO Energy, Formica, […]

Call centre2

LOAN COMPANY RESPONSIBLE FOR NEARLY A MILLION NUISANCE CALLS FINED BY REGULATOR

A credit company responsible for sending nearly one million nuisance texts in six months has been fined £80,000 by the Information Commissioner’s Office (ICO). Provident Personal Credit Ltd, based in Bradford, employed third party affiliate companies to send 999,057 unsolicited text messages on its behalf to promote personal loans for its brand Satsuma Loans. This was against […]

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BA passengers still waiting for compensation after bank holiday chaos

Passengers have told of continued delays in receiving compensation after a British Airways system outage caused travel chaos for tens of thousands. Almost two weeks after more than 670 flights were cancelled due to a power failure over the spring bank holiday weekend, several customers told the Press Association that they had struggled to get […]

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TIME TO RETHINK THE CONTACT CENTRE: NEW REPORT HIGHLIGHTS CHASM BETWEEN PERCEPTION AND REALITY

Long held stereotypes around call centre workers are deterring skilled workers and putting one of the UK’s largest industries, and opportunities for talent development and career enhancement, at risk. A new report, commissioned by outsourced contact centre specialists Kura in partnership with Ember Services, sets out to understand what the contact centre adviser of the […]