Latest posts

Cloud changing the outsourcing sector

That’s the conclusion of a new study from Information Services Group(ISG), which closely tracks and provides advice to the outsourcing industry. The question is: will organizations begin to prefer more granular, cloud-delivered services over larger outsourcing arrangements? The percentage of ISG’s advised contracts with cloud in scope has grown steadily, the firm reports – from […]

Only one in ten trust retailers more than banks

Independent market research consultancy Rostrum Research  has just published a new study revealing that only 11% of British consumers trust retailers more than High Street banks to handle their financial affairs.  According to the research study, 51% of respondents said that they do not trust retailers any more than traditional financial services providers, while 38% […]

UK becoming a ‘nation of returners’

Two in five consumers (41%) buy multiple sizes of the same garment when shopping online, just to check the fit – and then send the ‘wrong ones’ back, according to a new survey from, the online virtual fitting room provider.  Women (49%) are more likely than men (31%) to engage in the practice of […]

Customers have changed – so must organisations

Organisations of all types can harness the power of the Nexus of Forces to engage with their customers and staff, learn through the observation of behaviour and interaction patterns, and create compelling experiences, according to Gartner, Inc. These same organisations must disrupt many of their long-held positions and structures, all of which give way in […]

Contact centres head for the clouds

According to research conducted amongst 216 Contact Centre Managers and Directors for the 10th Edition of the ContactBabel UK Contact Centre Decision Makers' Guide:   54 per cent of UK contact centres that have used a Cloud technology solution have reduced their total cost of ownership   57 per cent of UK contact centres that […]

Retaining staff not a priority

Businesses have been warned not to overlook the importance of attraction and retention of key people, as a new Chartered Institute of Personnel Development survey finds firms are more concerned that benefit packages are engaging and motivating. Reward adviser at the CIPD Charles Cotton claimed it is "encouraging" to see firms thinking "more strategically" in […]

Putting people first – it all makes sense

‘Putting People First’ will be the theme for the Professional Planning Forum 2013 conference, which again has a strong focus on strategic change. Planning is where numbers meet people and this event digs deeper behind what drives successful and sustainable performance improvement. What has to be in place to truly get the most from our […]

Patient feedback and social media

One of the most compelling images from the Olympic opening ceremony was the tribute to the NHS, unifying a Britain that is increasingly a digital nation says Andrew Jackson, healthcare IT consultant and social media professional at Dell. This digital future lies at the heart of the NHS Information Strategy, which seeks to transform our […]

Emails to customers – it’s all about the timing

The effects on both engagement and revenue of controlling exactly when marketing emails reach the consumer's inbox has been highlighted by research from email service provider StrongMail, which has surveyed the email delivery performance capabilities and objectives of over 700 businesses. The 'Email Delivery Performance Survey 2012' study found that 80% of business leaders reported […]

The rise of the multichannel contact centre – at long last

New research published by ContactBabel, the contact centre industry analysts, reveals that over 17% of interactions handled by UK contact centres are through email, web chat or social media.  Web chat between customers and agents has risen from 0.7% of all inbound traffic to UK contact centres to 1.3% this year, with social media appearing […]