Latest posts

The changing face of customer loyalty

With the explosion of social media, loyalty has evolved. Consumers now shop differently, interact with brands differently, and transactions are very fast paced. The instant nature of social media means that when it comes to loyalty schemes, customers no longer want to accumulate points over a long period of time, according to by Stuart Evans, […]

Genesys goes for number One

Gensesys, a leading provider of customer service solutions, today announced Genesys One – a transformative customer service solution for the broader enterprise market. As part of a single software solution, Genesys One uniquely packages Genesys' world-class contact centre capabilities with innovative customer service best practices in the form of templates and applications, making it fast […]

Omni channel retailing the new reality

Online retail sales are expected to soar to more than £4.6bn in the first two weeks of December,with around £1bn of this to be through mobile devices. This demonstrates the changing face of the retail sector, and the need for retailers to enable channel hopping, claims Mark King, VP Europe and Africa, Aspect Software.  IMRG […]

Corporate disconnect killing customer service

New Study from KANA and the Customer Contact Association uncovers how and why companies are falling short in their Customer Experience Strategies; Recommendations Provided to Address Misalignment New research reveals critical areas where organizations are falling short in addressing today’s growing expectations and demands for smart customer service. The key conclusion: Greater alignment is needed […]

Younger customers go social when service fails

An independent survey of 1,000 UK consumers revealed that whilst the majority of UK shoppers seek customer service support by email (49%) or phone (43%), younger shoppers are highly likely to turn to social channels when these touch points fail, with 46% of under 25s and 33% of 25-33 year olds using social to air […]

Another new employee engagement initiative

An innovative new membership organisation has been created to promote and improve employee and workplace relations in the UK. Underpinned by a programme of professional qualifications from a leading UK Business School and a set of minimum standards, the Institute aims to enhance the practical skills and competence of managers and employee representatives in all […]

Recession a key driver for unified communications

Of 352 individuals responsible for the implementation of Unified Communications in businesses, more than half (57% )stated that the recession was a major influencing factor in their decision to implement UC. Nearly 80% expected ROI on their investment within two years, with a quarter expecting ROI within as little as 6 months. It is clear from the […]

Apple and Amazon dominate loyalty list

Out of 598 brands in 83 categories, it was Apple, Amazon, Samsung, YouTube, and Twitter that topped the 'Top 100 Loyalty Leaders List' survey for 2012, conducted by New York-based customer loyalty research firm Brand Keys. In total, 21 new brands emerged in the 2012 loyalty leadership list, with most of the new arrivals being […]

Employee Engagement Task Force website goes live

The Employee Engagement Task Force has launched its Engage for Success website, which includes case studies, research, tools and tips on how to better engage employees two weeks ahead of schedule The website is a free-to-use national resource, which aims to help leaders and managers take practical action to engage their staff. David MacLeod and […]

Financial indicators positive for UK contact centres

New research published by ContactBabel, the contact centre industry analysts, reveals that the UK contact centre industry is shrugging off the effects of the economic downturn. "The UK Contact Centre HR & Operational Benchmarking Report (2nd edition 2012/13)", is a major study of 216 UK contact centre operations, looking in depth at salaries, attrition, absence, […]