Latest posts

Banks have ‘until the summer to start treating customers better’ or else!

Martin Wheatley, managing director of the Financial Services Authority (FSA), said banks were still not "fully engaged" in providing top quality core services and were making it harder to restore public trust after being bailed out by taxpayers. "We wrote to all banks in January to encourage a more proactive approach," Wheatley said. He added […]

How do your customer management strategies stack up?

A major research initiative is underway to understand how UK companies are planning to create – and pay for – the customer management infrastructures that will be needed to meet their customers’ future demands for accessible, multi-channel services.   “We’re undertaking a comprehensive research study across the UK that will help customer management decision makers […]

Mobile apps linked direct to contact centre agents via a smart button

Genesys Mobile Engagement enables businesses to overcome today's isolated mobile application experience by empowering customers that need live support to quickly engage customer service agents or specialised knowledge workers, such as personal bankers or travel agents. The new solution provides increased context to highly personalize the mobile customer experience and empower agents with information to […]

Employee recognition programmes translate into improved performance

The study report, entitled Sales Performance Management 2012', from Aberdeen Group and the Incentive Research Foundation (IRF). highlighted the importance of rewards and recognition as a vital component of employee compensation and noted the competitive advantages that companies gain by outsourcing the design and implementation of such programmes. This article is copyright 2012 TheWiseMarketer.com). The […]

Employee recognition programmes translate into improved performance

The study report, entitled Sales Performance Management 2012', from Aberdeen Group and the Incentive Research Foundation (IRF). highlighted the importance of rewards and recognition as a vital component of employee compensation and noted the competitive advantages that companies gain by outsourcing the design and implementation of such programmes. This article is copyright 2012 TheWiseMarketer.com). The […]

Social media and the contact centre – the challenges and how to meet them

Social media is currently generating considerable buzz within the contact centre space as a new and very different communication channel. However, most firms are still trying to figure out how best to interact with customers via this medium. Critical themes to consider for social media deployment include: enabling social media in customer care, deploying home […]

HP getting on the social customer bandwagon

Facebook, Twitter and other social networks have changed consumer behaviour while adding a layer of complexity to the company-customer relationship. Traditional CRM programs and architectures, designed prior to the emergence of social networks, hinder organizations from leveraging these outlets to develop strategies and create a framework for expansion. The new HP Social Enterprise Services help […]

Bring Your Own Device new frontline for employee engagement

  A major survey, which gathered the attitudes and opinions of over 100 business leaders attending Unified Communications Expo, found the main reason employees want to use their own device for work – such as a laptop, tablet or smartphone – is because it is more convenient to use the same device for both personal […]

Brands finally starting to ‘get’ social engagement

  ComBlu's third annual study of online community performance, member engagement and social media integration of top US brands shows some progress in social engagement, but there is still an alarming lack of adoption of key practices  The "State of Online Branded Communities" found that the number of brands that implement a cohesive approach to […]

TalkTalk fails the customer Walk Walk

  Customer losses at the broadband supplier TalkTalk were worse than expected, down 43,000 in the three months to the end of September as its customer service offering effectively imploded But the turn-around strategy is "well on track", its chief executive Dido Harding said yesterday.  Ms Harding pointed out that earnings were up 36 per […]