Latest posts

Showrooming the future for High Street?

New research findings reveal just 7 percent of retailers expect sales growth this year and 63 percent expect sales in physical stores to decline. The future of the high street was further called into question, with one in four delegates stating that they expect Britain’s high street to shift to a showroom led dynamic over […]

Talk Talk was wrong to be silent

As Talk Talk was slapped with a fine worth three quarters of a million pounds today – for its outsourced contact centres making 9000 silent calls to consumers in less than two months – Aspect’s Dave Ogden welcomed the weight of the regulator’s boot, as rogue companies continue to exploit the technology “designed to stop distressing practices […]

Barclays and BT top for engagement

Barclays Plc (BARC), British Land Co., BT Group Plc (BT/A), Johnson Matthey Plc (JMAT) and Royal Bank of Scotland Group Plc (RBS) lead the U.K.’s largest companies on how they report employee engagement and wellbeing, according to a new index. The five businesses achieved higher scores than other companies in the FTSE 100 Index, according […]

KANA takes an holistic approach

KANA has introduced what is says is the industry’s first end-to-end omnichannel customer service suite in direct response to the new “everyone serves” customer experience imperative. It says the next generation of KANA Enterprise answers the real need for “joined up” customer Service with potent capabilities across agent, web, social, and mobile experiences Customer expectations […]

First university degree for contact centres

The Professional Planning Forum is establishing what it says is the first full degree programme for the Contact Centre industry. It will be officially launched at the PPF’s flagship event, Customer Strategy and Planning 2013 at the end of this month. Awarded by the University of Ulster, this is a hugely exciting opportunity for contact […]

Gamification name of the engagement game

Organisations should keep in mind that gamification is about more than just the underlying technology, says Ovum. By also considering the strategic, organisational, cultural, and psychological aspects of reasonably priced and low-risk gamification applications, businesses can improve engagement and productivity. In new research by Ovum, the global analyst firm shows how enterprises and the public […]

On-boarding of staff needs shake-up

Organisations need to radically rethink their traditional approaches to onboarding new staff and reap the benefits, according to a leading academic from London Business School. Dan Cable, Professor of Organisational Behaviour, London Business School and his colleagues, Francesca Gino, Associate Professor of Business Administration, Harvard Business School and Brad Staats, Assistant Professor of Operations, UNC […]

Confirmit links up with the LGA

The Local Government Association (LGA), the national voice of local government which works with councils to support, promote and improve local government, is using Confirmit to ensure it hits its business objectives. The research team within the LGA provides customer insight and intelligence into the products and services that it provides to its members – […]

Confirmit links up with the LGA

The Local Government Association (LGA), the national voice of local government which works with councils to support, promote and improve local government, is using Confirmit to ensure it hits its business objectives. The research team within the LGA provides customer insight and intelligence into the products and services that it provides to its members – […]

Eptica helping customer service revenue

Eptica’s Multichannel Customer Interaction Suite 8.2 has been developed to help businesses accelerate online sales and turn customer service into a revenue generator by meeting customers’ increasingly high expectations across every channel and device.    Eptica is a unified solution for multichannel customer service which gives customers access to brands from multiple touch points: web, email, […]