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Merchants offers new contact centre service

Merchants, best known in the UK for its offshore outsourced contact centre services, has launched a radically new and different service to the UK customer management industry.  ‘Contact Centre as a Service’, will give organisations direct access to best-in-class contact centre technology on an ‘on demand’ basis, avoiding the need for large scale capital investment. […]

Engaged workforce equals bigger profits

Consulting firm Towers Watson says it has found evidence that employers with a fully engaged workforce tend to have higher profit margins. The firm’s study covered some 32,000 employees. It found that about two-thirds of the employees surveyed weren’t “fully engaged” in their work and frustrated by the level of support they receive. And that […]

Banks look to win back trust

Customer Management iQ recently conducted a survey among customer experience professionals across Retail Banking, Corporate Banking, Insurance and Financial Services to explore trends in investment strategies, data monitor technology and the impact of legislation and regulations on customer experience management. The survey was conducted following the release of the Ombudsman's Report, which revealed a 51% […]

Confirmit Voices new engagement model

Confirmit has launched Confirmit Voices a Voice of the Customer engagement model which enables companies to build successful VoC programmes that drive business change and generate Return on Investment. The model is built around a six-stage process: define, design, implement, analyse, act and review. It helps organisations to develop clear objectives and design a tailored […]

Employee engagement on the up

According to the 2012 Trends in Employee Global Engagement report issued by human resources consulting firm Aon Hewitt. It was a modest ascent, with 58% of global employees engaged in 2011 compared with 56% in the previous year, but the percentage reverses years of declining levels. Engagement levels also vary widely by region, with fully […]

Obama and Romney trade outsourcing insults

Three weeks ago, the Obama campaign began seizing on a Washington Postreport that US presidential rival Mitt Romney's Bain Capital invested in companies that outsourced jobs to China and India Romney and his campaign have employed a counterattack: They're now saying that President Obama is an outsourcer, too.  The gist: "I'm rubber; you're glue -your […]

Cloud good for UK business

Despite the economic outlook, recent research – commissioned by Microsoft – predicts that 18% of European SME’s are planning to invest in new technology in the next twelve months. The reason why? Because developing ‘Cloud technology means that they achieve more computing power for less money. “Computer networks have evolved over the years from separate […]

KANA acquisition leaves Ciboodle Swordless

KANA Software has acquired contact centre provider Ciboodle from the Sword Group. Many of the world's best known customer-centric Fortune 500 companies and leading government entities rely on KANA and Ciboodle for advanced customer engagement across multiple channels. Recognised by leading analyst firms such as Gartner and Forrester Research, together the two companies create a […]

Contact centres finally going mobile

New research from Aspect reveals that a large majority of organisations (86 per cent) already claim to have either the technical infrastructure in place, or are planning to do so, in order to support mobile technology for customer service. The influence of mobility on people’s lives, their attitudes and choices, and the way they now […]

Employee engagement more than ownership

The Institute of Customer Service has warned that the deputy prime minister's call to boost levels of employee ownership approach will not be enough in and of itself to boost staff engagement levels across UK plc. Nick Clegg has pledged to increase the productivity of UK business by increasing the number of companies owned by […]