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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 […]

WeQ4U pays the Dragons a call

Entrepreneur Matt King, who has invented a revolutionary new system to eliminate annoying call centre queues, is pitching his invention on the BBC TV show Dragon’s Den on October 21. Matt is the brains behind WEQ4U, a smart free app which saves people from being held in annoying queues at call centres. Since its launch […]

Omnichannel customer engagement still out of reach

In today’s multi channel world to reach increasingly connected prospects, a company needs to provide a user journey across channels and platforms that are part of their target audience’s world. Indeed, marketers are increasingly aware of the need to connect with so-called “consumers of information” through the savvy use of data and targeted engagement strategies. […]

Social media and employee engagement a missed opportunity

While many firms are investing in a strong social media output, or indeed focusing their entire marketing strategy through digital and social platforms, a communications disconnect can be found at the centre of many large organisations. The latest research from recruitment solutions provider Hyphen shows that UK organisations are failing to harness the potential of […]

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 […]

National Express launches Customer Charter

The UK's largest coach company turned 40 this year, having formed in 1972 with 300 vehicles and 13 million annual passengers – today National Express employ 4000 people across Britain and carry over 18 million customers. To celebrate their landmark birthday National Express joined UK Customer Service Week to officially launch their first Customer Charter […]

Companies must be ready for mobile revolution

Ovum analysts urge enterprises to reconsider their customer services strategies as the widespread use of smart devices brings about a more interactive customer experience. The use of mobile devices and applications will continue to make the customer service experience more sophisticated over the next four years, according to Ovum. Analysts predict that more than half […]

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 […]