Technology

Professional services the new growth engine. What’s your strategy?

You will learn how to: • create growth management strategies for services • achieve profitable growth through greater financial management • globalise the services organisation • bring maturity to services execution • bridge the service/sales and service/product divides Click to download the ebook   What could the most comprehensive end-to-end solution on the market do for […]

Customers have changed – so must organisations

Organisations of all types can harness the power of the Nexus of Forces to engage with their customers and staff, learn through the observation of behaviour and interaction patterns, and create compelling experiences, according to Gartner, Inc. These same organisations must disrupt many of their long-held positions and structures, all of which give way in […]

The rise of the multichannel contact centre – at long last

New research published by ContactBabel, the contact centre industry analysts, reveals that over 17% of interactions handled by UK contact centres are through email, web chat or social media.  Web chat between customers and agents has risen from 0.7% of all inbound traffic to UK contact centres to 1.3% this year, with social media appearing […]

Emails to customers – it’s all about the timing

The effects on both engagement and revenue of controlling exactly when marketing emails reach the consumer's inbox has been highlighted by research from email service provider StrongMail, which has surveyed the email delivery performance capabilities and objectives of over 700 businesses. The 'Email Delivery Performance Survey 2012' study found that 80% of business leaders reported […]

One in seven online reviews will be faked by 2014

Brand and reputation management is considered a key element of social media marketing. But what happens when forums, blogs, tweets and “likes” are sabotaged by hackers, competitors and other villains intent on destroying a company's reputation? As many as 15% of online reviews will be fake by 2014, according to research company Gartner Inc., which […]

SMARTASSISTANT at customers’ service

The SMARTASSISTANT platform is the first enterprise-class, cloud-based technology that enables multi-channel retailers to implement guided selling solutions, and provides customers with a product advisory experience online, via mobile and at point of sale. The SMARTASSISTANT platform reinvents the role of a sales advisor and helps to lead the customer through product libraries by simply […]

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 […]

QuestBack finds its own social niche

QuestBack, a global leader in enterprise feedback management and social customer relationship management has been positioned by Gartner, Inc. as a Niche player in the 2012 Magic Quadrant for Social CRM, 2012. According to this Gartner Magic Quadrant new report authored by Adam Sarner and Ed Thompson: "Social CRM works only if users voluntarily participate […]

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 […]