Latest posts

SXSELondon – The Charity Festival, 29th November

10% of all tickets to SXSELondon for all Engage Customer members– this includes our corporate training package: aimed at everyone from beginners to seasoned pros hear from the very best practitioners of social and digital media about how technology has changed their business learn from award-winning experts about how to do the same to yours!  […]

No phone medals for Generation Y customers

New contact centre research reveals that for Generation Y – individuals born between 1980 and 2000 – the phone is now the fourth choice of contact mechanism when contacting organisations.  Electronic messaging, social media, and smartphone applications are preferred.  Preference gaps for Generation X (individuals born between 1961 and 1989) between phone, messaging, and social […]

High delivery costs = abandoned online baskets

Over three quarters (77%) of online shoppers have proceeded to the checkout of a retail website in the past year only to leave the site before completing the purchase according to the latest eCustomerServiceIndex (eCSI) results from eDigitalResearch and IMRG. The estimated annual loss of revenue to UK online retailers due to checkout abandonment will […]

Contact centres best source of customer insight

To many companies, a call centre is merely a customer service necessity. But a contact centre can provide highly valuable information. If your company uses your call centre like a knowledge centre, you will have a tremendous source of information that can help you develop your products and your brand. The old adage that claims […]

Customer satisfaction on the rise again

Customer satisfaction rose globally for the second consecutive quarter after more than a year in decline, according to the quarterly Zendesk Benchmark report released today. For the third quarter of 2013, the average customer satisfaction rating reached 82 percent, its highest level since the first quarter of 2012. Zendesk, a global provider of software for […]

UK consumers will hang up on poor service

UK consumers need little provocation to move their business according to research conducted by consumer website PleasePress1.com.  From mobile network operators to retailers and major banks, the free to access website charts the automated phone menus of some of the UK's most well-known brands. Survey results from over 3,000 users on the site have revealed […]

UK consumers own £50bn of high tech devices

New research commissioned by Affinion International, the leading global provider of customer loyalty and engagement products, finds that Britons collectively spend £9 billion a year on new devices and carry more than £22 billion worth of gadgets on their person. UK is a gadget nation. The report, compiled by retail research specialists Conlumino, found the […]

Lebara wins Customer Service Category at Peer Awards

Peer Awards Customer Engagement  finalists Lebara, Nationwide and EON will all be presenting at the Customer Engagement Summit in London at the Victoria Park Plaza hotel  in London – for more information and to register go to www.engagecustomer.com     Redrow Homes won the first Customer Engagement Peer Award sponsored by Engage Customer and Wolverhampton […]

Mindpearl and Sri Lanka top outsourcing honours

Winners for the NOA Awards were announced at an official award ceremony at the Park Plaza Riverbank in London. The National Association for Outsourcing (NOA) is known as the centre of excellence for outsourcing in the UK and Europe. ‘This is a huge honour to win and to be selected from a shortlist containing some […]