Employee/Customer Engagement

Social media missing on employee engagement

Much has been made of the potential of social media when it comes to employee engagement but research has revealed that employers are failing to harness this power. Two-fifths of workers would be happy to talk to their line manager over Facebook, and a fifth say they would tweet the head of their department and […]

Olympics a working from home bonanza

Fears before the Olympics that more than one million sports mad visitors to Britain would swamp the digital infrastructure of the Country and bring public transport to a halt have proved totally unfounded according to a leading UK IT entrepreneur. “ ISP’s have held up fine despite the massive increase in users,” said Gary David […]

Penny dropping on customer experience and profits

Temkin Group has released its new research report, The Future of Customer Experience. The research examines how customer experience (CX) management has evolved and where it is heading. The research shows that 59% of large companies have ambitions to be industry leaders in customer experience within three years. At the same time, Temkin Group estimates […]

Nine in ten employees ‘engaged’ at work

A study by HR consultancy ETS has found almost nine out of 10 employees describe themselves as being ‘engaged’ at work.  Of this number, 30%of employees say that they are 'highly engaged'. The research, which features UK-based workers and was carried out by HR consultancy ETS, confounds suggestions elsewhere that employee engagement is low. This […]

How customers are liking Facebook

A new study of European retail brands by comScore and Facebook has found that popular consumer brands are utilising Facebook to deliver media impressions at scale, achieve brand amplification and resonance, and ultimately drive desired behaviours among key customer segments. The study, entitled 'The Power of Like – Europe', examined European retail brands such as […]

Leaders failing to inspire confidence

One of the most critical components of leadership is the ability to inspire confidence. After all, if nobody is following, you’re not leading. DecisionWise recently completed an extensive analysis of its latest Employee Survey results. These results are taken from over 9.2 million responses to questions related to employee engagement across various industries, companies, job […]

Engagement and well-being key to business

FTSE 100 firms will soon be ranked on how well they report on staff engagement and wellbeing after research revealed a “critical link” between effective HR management and organisational performance. Charity Business In The Community intends to launch its Workwell pilot project this autumn, following a study that found FTSE 100 companies with robust processes in place […]

Leadership key to employee engagement

There is a “significant link” between employees’ engagement with their job and their well-being, according to the Chartered Institute of Personnel and Development’s (CIPD’s) latest Employee Outlook survey. The report shows that engaged employees score much more highly against the Office for National Statistics’ ‘happiness index’. The index asked subjective questions relating to life satisfaction […]

Firstsource is first for families

Firstsource Solutions, a leading business process outsourcer that employs over 4,500 people in the UK and Ireland, has adopted a number of family-friendly policies to enable its employees to juggle a work-life balance more effectively, particularly during the long summer months. Firstsource has six contact centres in the UK and two in the Irish republic. […]

Bank customers are still loyal!

Despite the longest recession since 2008 and the current banking crises, an annual survey of customer loyalty in the UK has found that two out of three (66%) Britons feel most loyal to their bank or building society – a trend that has prevailed over the past four years since The Logic Group started conducting […]