Employee/Customer Engagement

Government’s ‘employee-owners’ scheme gets thumbs down

The employee-owner schemes were announced by Chancellor George Osborne in his speech at the Conservative Party Conference. This change in employment law would enable employees to receive between £2,000 and £50,000 worth of shares in the company they work for, but in exchange they would lose many employment rights, such as protection against wrongful dismissal, […]

Customer criticism can build loyalty

Nearly half of organisations believe that the benefits of social media are overshadowed by the associated threats, and their fear of customer criticism is slowing the adoption of social and mobile channels for customer engagement, according to Richard McCrossan, strategic business director for Genesys. In the company's latest survey of marketing professionals, only 26% said […]

Only one in three organisations into employee wellbeing

Two thirds of organisations have yet to adopt any sort of wellbeing programme despite the majority of firms understanding the related business benefits, research finds. The study from Edenred and EnergiseYou revealed that while the majority of organisations (66%) make the link between employee engagement and wellbeing, only a third (33%) follow through with a […]

New study reveals need for speed in customer service

A new study commissioned by Sitel, a leading customer care outsourcing provider, has revealed that consumers are increasingly selecting customer service channels that provide the fastest response, such as chat and social media, when they need support. The second annual Social Media Customer Service Report, which surveyed more than 1000 consumers in Great Britain between […]

Employee engagement Task Force set to go live

The Employee Engagement Task Force, set up by PM David Cameron and which includes academics, consultants and research houses, is publishing the website providing advice, tools and networking opportunities to UK employers. The website will go live on 26 November and will be accompanied by a series of free workshops across the country. Taskforce co-chairs […]

UK firms investing in South Africa outsourcing

A flurry of foreign investment in South Africa's business process outsourcing (BPO) industry, supported by generous government incentives, has underlined the country's growing reputation as a provider of high-quality, medium-cost back-office and contact centre services. Last week, British company Quindell announced that it had acquired South Africa-based telecoms outsourcing service provider Quintica and its international […]

Employee Engagement banana shaped at Groupon

Groupon has an annual engagement survey called Pulse, as well as monthly focus groups for staff to discuss what is working and what is not working in its benefits provision. Hailey Wojcik, HR director for Northern Europe at Groupon, said: “When employees are engaged with the process, they will be engaged with the business and […]

For multichannel read omnichannel – our customers are everywhere

The latest Customer Engagement Network Directors Forum examined the rapidly changing face of engagement and how we need to be where our customers are. Forum chairman and editorial director of the Customer Engagement Network Steve Hurst reports Our customers are operating across an ever proliferating range of channels be they online, offline, social or mobile, […]

Four in five UK customers active on social media

The use of social media continues to rise all over the world. Today, 8 in 10 British internet users are active on social media. Facebook is by far the most popular site (68% are active on Facebook), followed by LinkedIn (26%) and Twitter (28%). The study conducted by InSites Consulting demonstrates that the increasing number […]