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The benefits of speech analytics revealed in new book

  How to gain measurable benefit from Speech Analytics – new Best Practice Book from the Professional Planning Forum new for 2012 Edited by Paul Smedley, Chair and Founder of the Professional Planning Forum, this is an 86 page book full of top tips from practitioners as well as experts – with case studies and […]

Sales and marketing fusion to fuel sales growth

  A Chartered Institute of Marketing 'Marketing and Sales Fusion' white paper has predicted the demise of separate marketing and sales departments within the next decade – but what of customer service? The paper reflects on the history of marketing and sales, and considers the possible future direction of both disciplines, arguing that businesses that […]

Emerging markets ahead in social media usage

  Businesses in the UK, Germany and Canada are lagging behind their peers in the emerging markets when it comes to adopting and using social media, according to the global 'Going Social' report from KPMG. China, India and Brazil are, on average, 20 to 30 percentage points more likely to use social media than their […]

Satmetrix targets SME’s with new Net Promoter offering

  Cloud-based subscription software enables small-to-medium-sized companies and departmental buyers to see benefits within weeks Satmetrix, the Net Promoter® software company, has brought its best practice customer experience technology within the reach of every business with the launch of NPS® Go! and NPS® Go+, the latest additions to its Net Promoter in the Cloud software […]

Digital marketing and social media – engagement in a degree course

  A unique degree course that combines two critical areas in marketing and has the backing of a major blue-chip organisation and a leading social media agency is now recruiting its first students. Launched by Leicester Business School at De Montfort University (DMU) in Leicester, the BA (Hons) Digital Marketing and Social Media – the […]

It will be a last minute shopping Christmas for many

   Nearly half (46%) of UK shoppers will be doing last minute online shopping in the week leading up to 25 December this year, but over two thirds (67.3%) don't trust retailers to deliver gifts before the big day according to new research. 27% simply expect deliveries to be late. The findings come from the […]

Speech analytics set for lift off in contact centres

  UK contact centre industry expects close to doubling of speech analytics usage by the end of 2012 with one in eight UK contact centres expect to implement a solution within 12 months New research published by ContactBabel, the contact centre industry analysts, reveals that UK businesses expect the use of speech analytics solutions to […]

Gen Y happy to share data if rewarded for the sharing

  Members of Britain's Generation Y are willing to go the extra mile in engaging with and promoting the brands they like, as long as they are rewarded for their efforts, according to a new report  The study, entitled 'Born this way: The UK Millennial Loyalty Survey', by Aimia, parent company of the Nectar coalition […]

Contact centres moving from customer service to engagement

  Companies are moving towards customer engagement from customer service and new technologies around cloud and social are becoming more critical for customer care delivery, says Frost & Sullivan Andrew Milroy, Vice President, Asia Pacific ICT Research at Frost & Sullivan said that it is critical for companies to understand customer's behaviour to drive revenue […]

Apathy and convenience vie with value for customer ‘loyalty’

  With the majority of consumers feeling the economy is the most important issue they face today banks and building societies continue to lead the way when it comes to feelings of customer loyalty, according to a survey conducted by Ipsos MORI for The Logic Group.  It is therefore perhaps no surprise that two key […]