Latest posts

No ordinary digital lab from M&S

Marks and Spencer has created a ‘digital lab’ in order to address the fast pace of technological change occuring in retail stores, enabling a more agile development process. The high street retailer is adopting a start-up style approach for prototyping and developing a range of e-commerce and in-store technologies, as well as digital marketing platforms […]

Every little cloud helps at Tesco

Tesco, one of the world's largest retailers, is using BT’s Cloud Contact solution to give its UK customers an enhanced, more flexible and more responsive contact centre service. The services, which BT started to provide under a three-year agreement signed in June last year, sees BT Cloud Contact serve Tesco’s main contact centre operations in Dundee […]

How Instagram helps with customer feedback

With its photo editing and sharing service, Instagram is one of the newest entrants to the pack of blockbuster social media services. The product is simple: take a picture, apply a digital filter to it, and share the picture. Its success has been phenomenal, and Instagram currently has over 40 million active monthly users. But […]

Genesys celebrates independence

The company achieved annual revenues of greater than $610 million and double digit growth in 2012 compared to 2011. The record-breaking performance was driven by strong demand for Genesys’ SIP-based contact centre solutions, analytics applications, solutions for web, social and mobile customer service, as well enterprise-wide solutions that integrate the front office with back office […]

BT gets fit for omnichannel engagement

BT has added innovative new capabilities for its BT Contact portfolio, designed to make organisations easier to do business with, while removing costs and complexity from their contact centre operations and enabling “omnichannel” customer service. Those innovations, including the latest evolution of  BT’s cloud-based contact centre solutions, will help organisations keep ahead of trends in […]

Forecast for retail is changeable – and online

The past year has been tough for the high street, with retailers struggling to drive sales and many high street stores shutting their doors permanently. By contrast, internet retailers saw resilient growth with online sales in November 2012 being up 18% year-on-year. Here, Jon Worley – director of customer interactions for The Logic Group – […]

Webchat the rising star in the contact centre

One of the most significant developments BT has seen is the increasing use of webchat as a channel for advisors to talk to customers. The latest BT research into communication channels acknowledges the growing contribution of webchat to customer satisfaction, employee productivity and cost reduction for contact centre operators. Among its key findings the research, […]

Outsourcing to bounce back from ‘dire’ 2012

A new study from HfS Research and KPMG International finds little resistance to or plans to cut back on outsourcing any time soon. In the study, 1,355 stakeholders across enterprise buyers, service providers and consultant/influencer organizations finds many see outsourcing as a way to not only keep costs down, but also gain more traction with […]

Council wins ‘gold medal’ for customer service

If there was an Olympics in promoting customer feedback, East Northamptonshire Council would win gold. The local authority’s Customer Service’s team has been awarded the GovMetric Team of The Year award 2012. The award was made in recognition of the Customer Service teams continued commitment to encouraging customers to leave feedback through face to face […]

NHS complaints code concerns patients

Research by the Patients Association shows that the NHS’s complaints system is not fit for purpose and is putting lives at risk. The report ‘Listening and Learning’ provides a sombre warning that the lessons of previous reports into healthcare and complaints have not been heeded says the report. It accuses some hospitals of dangerous complacency […]