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Confusion over noise level laws for contact centres

New research unveiled by audio device experts Jabra reveals a worrying level of confusion surrounding compliance with EU Control of Noise at Work legislation, designed to protect employees hearing from excessive noise at their place of work. Less than one in three managers (32%) say their contact centres are compliant with the EU legal guidelines. […]

Retailers failing to benefit from customer data

More than 80% of the UK's top e-retailers are missing out on marketing opportunities by failing to gather relevant information from their customers, leading to large amounts of untargeted correspondence, according to a study from marketing automation firm Emailvision. In the survey, consumers said they want targeted, tailored messages and to receive personalised content based […]

Only one in four contact centres offer seamless service

A new White Paper charting current Contact Centre progress in dealing with new media from Genesys finds that while UK contact centres recognise the inevitable rise of multichannel communication, just 27 per cent feel that their agents could process enquiries seamlessly between channels. The White Paper is based on an independent study carried out in […]

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 […]

Only one in three organisations into employee wellbeing

Two thirds of organisations have yet to adopt any sort of wellbeing programme despite the majority of firms understanding the related business benefits, research finds. The study from Edenred and EnergiseYou revealed that while the majority of organisations (66%) make the link between employee engagement and wellbeing, only a third (33%) follow through with a […]

Employee engagement Task Force set to go live

The Employee Engagement Task Force, set up by PM David Cameron and which includes academics, consultants and research houses, is publishing the website providing advice, tools and networking opportunities to UK employers. The website will go live on 26 November and will be accompanied by a series of free workshops across the country. Taskforce co-chairs […]

Employee Engagement banana shaped at Groupon

Groupon has an annual engagement survey called Pulse, as well as monthly focus groups for staff to discuss what is working and what is not working in its benefits provision. Hailey Wojcik, HR director for Northern Europe at Groupon, said: “When employees are engaged with the process, they will be engaged with the business and […]

UK firms investing in South Africa outsourcing

A flurry of foreign investment in South Africa's business process outsourcing (BPO) industry, supported by generous government incentives, has underlined the country's growing reputation as a provider of high-quality, medium-cost back-office and contact centre services. Last week, British company Quindell announced that it had acquired South Africa-based telecoms outsourcing service provider Quintica and its international […]

Banks turning to new channels of engagement

With retail banking customers increasingly turning to online and mobile to get their banking done, financial institutions can bolster customer satisfaction by ensuring that the customer experience in those two channels is solid.   A Q1 2012 survey of banking customers in 35 different countries conducted by consulting, technology and outsourcing company Capgemini and retail […]

Global customer experience new business battleground

SDL has released a report commissioned with Forrester Consulting that explores the six disciplines that companies should follow to overcome the challenges faced when managing customer experience on a global scale. As technology enables more companies to sell to more markets more quickly, the individual customer experience becomes harder to manage. Getting the customer experience […]