Latest posts

Genesys celebrates independence

The company achieved annual revenues of greater than $610 million and double digit growth in 2012 compared to 2011. The record-breaking performance was driven by strong demand for Genesys’ SIP-based contact centre solutions, analytics applications, solutions for web, social and mobile customer service, as well enterprise-wide solutions that integrate the front office with back office […]

BT gets fit for omnichannel engagement

BT has added innovative new capabilities for its BT Contact portfolio, designed to make organisations easier to do business with, while removing costs and complexity from their contact centre operations and enabling “omnichannel” customer service. Those innovations, including the latest evolution of  BT’s cloud-based contact centre solutions, will help organisations keep ahead of trends in […]

Forecast for retail is changeable – and online

The past year has been tough for the high street, with retailers struggling to drive sales and many high street stores shutting their doors permanently. By contrast, internet retailers saw resilient growth with online sales in November 2012 being up 18% year-on-year. Here, Jon Worley – director of customer interactions for The Logic Group – […]

Webchat the rising star in the contact centre

One of the most significant developments BT has seen is the increasing use of webchat as a channel for advisors to talk to customers. The latest BT research into communication channels acknowledges the growing contribution of webchat to customer satisfaction, employee productivity and cost reduction for contact centre operators. Among its key findings the research, […]

Outsourcing to bounce back from ‘dire’ 2012

A new study from HfS Research and KPMG International finds little resistance to or plans to cut back on outsourcing any time soon. In the study, 1,355 stakeholders across enterprise buyers, service providers and consultant/influencer organizations finds many see outsourcing as a way to not only keep costs down, but also gain more traction with […]

Council wins ‘gold medal’ for customer service

If there was an Olympics in promoting customer feedback, East Northamptonshire Council would win gold. The local authority’s Customer Service’s team has been awarded the GovMetric Team of The Year award 2012. The award was made in recognition of the Customer Service teams continued commitment to encouraging customers to leave feedback through face to face […]

NHS complaints code concerns patients

Research by the Patients Association shows that the NHS’s complaints system is not fit for purpose and is putting lives at risk. The report ‘Listening and Learning’ provides a sombre warning that the lessons of previous reports into healthcare and complaints have not been heeded says the report. It accuses some hospitals of dangerous complacency […]

Online shopping on the iPad the new reality

The 2012 Christmas online shopping season was the strongest ever. The figures show we are now a nation of online shoppers, spending around £100 on average at a time per transaction, and are particularly focused on mobile. We increasingly used mobile devices to shop, with iPad reaching its peak in online traffic to retail sites […]

The future for experience retailing is here

As consumers around the world seek greater accessibility to the global marketplace, their requirements are dictating how retailers have to prioritise their strategies to meet customer demand and compete more effectively, according to global research from Oracle Retail. The study, entitled 'Evolution of Experience Retailing', found that consumers are demanding a retail experience that is […]

Big six energy providers still poor – npower worst

Good Energy is the best energy supplier, according to the 2013  Which? Switch energy satisfaction survey, followed by Ecotricity and then Ebico and Utility Warehouse. The results show that small providers are miles ahead of Britain's six biggest energy suppliers, British Gas, EDF, Eon,npower, SSE and Scottish Power. Npower languished at the bottom of the […]