Latest posts

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 […]

Outsourcing activity reaching record highs with EMEA leading the way

  Information Services Group's new TPI Index data showed healthy growth in the global outsourcing market during the fourth quarter of 2011 amid record contracting activity for the full year    The 4Q11 Global TPI Index, which covers commercial outsourcing contracts valued at $25 million or more, found total contract value (TCV) of $26.4 billion […]

Rapide aims to revolutionise call centre customer feedback

  Businesses and big brands can now gain a stronger insight into customer perceptions with a new Speech to Insightanalysis system from Rapide, the 'Moments of Truth' company   Research has shown that digital analysis of customer feedback can be significantly faster and more accurate than that carried out by humans. With that in mind […]

Think outside the box for successful employee engagement

  Report shows employers need to think beyond the business and outside the traditional office setting to create an engaged, productive workforce    Sodexo's  2012 Workplace Trends Report offering a unique perspective on the workplace that combines insight from clients, academia, principal research, and leading facilities management and human resource trade organizations.    The research […]

Adobe report shows tablet users most valuable online customers

  Adobe Systems' ground breaking study evaluated how purchasing behaviour is impacted by the device consumers used to visit retail websites.  In the study, one of the most comprehensive of its kind, Adobe analyzed 16.2 billion anonymous visits to the websites of more than 150 top U.S. retailers.  Results showed that, during the 2011 holiday […]

South Africa challenging India for UK contact centre offshore customers

  India's global call centre outsourcing industry is under increasing pressure from offshore competitors such as South Africa where call centres serving foreign firms are high on government's job-creation priority list    Yusuf Timol, head of economic affairs at the SA high commission in London, says:  "There  are definitely concerns in the UK around India […]

Marks & Spencer online customer feedback up more than fourfold

  Marks & Spencer (M&S) has seen a 427 per cent increase in customer feedback submitted on its website since incorporating customer reviews functionality into its post-purchase email campaigns   The retailer implemented the Bazaarvoice platform just over a year ago to enable customers to engage in authentic online conversations, deliver tangible business results and […]