Employee/Customer Engagement

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 […]

Customer are changing – so must CRM

Over the years, CRM has emerged as a key strategic initiative that companies are working to master. As economic pressures increase and customers in both commercial and consumer sectors demand immediacy, mobility, and omni-channel reach, many businesses have been forced to undergo a major shift surrounding customer experience and engagement. One of my customers said […]

Employees with shares more engaged

Loughborough University published the findings of its four-year study into the human impact of HMRC-approved all-employee share plans. The most widely used scheme is Save as You Earn (SAYE) – also known as Sharesave or Savings Related Share Option Schemes. The study found that as well as the large percentage of employees who were more […]

Corporates wary of employees and social media

The majority of businesses believe that ‘employee voice’ has a positive impact on engagement and performance, according to new research. But employers – particularly larger organisations – remain wary about workers using social media to express opinions about their company, found the survey from IPA and Tomorrow’s Company. Respondents to the latest IPA study define […]

High Street banks still failing on customer service

All the major high-street banks score below average in the latest Which? customer satisfaction ratings, yet between them they dominate the UK banking market. Santander and Halifax are in the bottom two places in the latest Which? analysis of customer satisfaction ratings of 30 financial brands, scoring 46% and 48% respectively, well below the average […]

Older employees offer businesses benefits

Dianne Bown-Wilson, chief executive of the specialist consultancy In My Prime, said that older workers provide companies with much-needed stability. They are also more motivated. This is because this demographic, once in a particular position, tend to remain committed to it for a number of years, she added. In contrast, young employees, who are always […]

Employee engagement – some winning strategies

Destination Rewards has revealed top strategies to maintain an engaged workforce and increase employee retention. In today’s economy, companies cannot afford to lose the money, productivity and intellectual capital that employee turnover entails. To increase retention and decrease attrition, companies must keep their workforce actively engaged on a daily basis. An engaged employee is invested […]