Employee/Customer Engagement

Wellbeing critical to employee engagement

For companies trying to choose between improving employee engagement and boosting workforce wellbeing, Gallup research provides good news. "Employers can improve both aspects at the same time," says Jim Harter, Ph.D., Gallup's chief scientist of workplace management and wellbeing. What's more, the research strongly suggests that "the nature of the work environment may have more […]

Nine customer engagement New Year Resolutions for 2013

Forget the cloud – but not entirely, because it’s probably a given. 2013 will be all about that small device we carry about everywhere, something called omnichannel, and reversing workforce management to help the customer to help you. Richard McCrossan, Strategic Business Director at Genesys shares his list of New Year Resolutions. 1: Reduce the […]

Mobile CRM key to 360 degree customer view

With more people going mobile as both consumers and workers, there is more reason than ever for companies to upgrade their CRM systems to enable remote access. But while recent research shows that many businesses are doing this, it also shows that more than half are dragging their feet when it comes to allowing employees […]

Festive greetings from the Customer Engagement Network

May we take this opportunity to thank all of you in our Customer Engagement Network – and there are 20,000 of you – for your interest and support during 2012. It has been a difficult year with tough economic conditions prevailing throughout, but also with great opportunities for those who get their employee and customer […]

Mobile workers not being supported with unified comms

A recent global survey by Frost & Sullivan for Jabra has identified a clear trend that remote workers in companies utilising UC solutions are not being adequately supported.  Overall the survey focused on the attitudes of influencers and decision makers involved in UC deployments in over 300 companies, (of which 52 were from within the […]

Social mobile and BYOD a step nearer

NewsGator has unveiled a new mobile version of Social Sites, that lets mobile workers connect and collaborate anywhere and anytime from their smartphone, making social networking on mobile devices a reality.  The new Social Sites Mobile Web  runs on web-enabled smartphones, giving our Social Sites platform a near ubiquitous footprint on mobile devices. The new […]

Mediocre managers the killers of employee engagement

Not taking responsibility, passing on stress, panicking about deadlines and telling staff what to do rather than consulting them, are some of the worst attributes of bad managers identified in new research by the Chartered Institute of Personnel and Development (CIPD). These characteristics are identified alongside some of the more obvious ‘David Brent’ style behaviours, […]

Employee Relations Institute officially launches

An innovative new membership organisation to promote and improve employee and workplace relations in the UK was officially launched last night at the House of Commons. The Employee Relations Institute (ERI) was launched at the House of Commons at an event attended by a senior audience from government, public and private sector organisations and trade […]

Public sector organisations dominate the WOW! Awards

Organisations from across the UK and abroad were recognised for their outstanding customer service at The WOW! Awards 2012 Gala Ceremony in London. These prestigious awards are purely based on customer nominations for excellent service. Finalists were judged by an independent panel of experts from high profile British organisations, media and academia. This annual ceremony […]

Customer Engagement Summit – Chairman’s Report

I recently had the pleasure of chairing the Customer Engagement Summit in Victoria, London. Attended by over 300 industry professionals with an appetite to further their understanding of, and exposure to, practitioners, analysts and academics in the rapidly evolving area of customer and employee engagement. The feedback on the event to me has been fantastic and […]