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Mobile now going for global domination

With organisations under extreme pressure from management and employees to develop and deploy mobile applications to accommodate mobile work styles and increase customer engagement, Gartner, Inc. predicts that more than 50 per cent of mobile apps deployed by 2016 will be hybrid. "Mobility has always been a separate topic for IT professionals, but it is […]

Customers in charge in omnichannel environment

Consumers are demanding a retail experience that is global, yet localised for their needs and expectations, and is ‘good for me’, defined and dictated by individual preferences, discloses new research from Oracle. Findings from the ‘Evolution of Experience Retailing’ survey reveal that as consumers around the world demand accessibility to the global marketplace, their requirements […]

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 […]

Relevant mobile self-service great for referrals

Amdocs, the leading provider of customer experience systems and services has announced the findings of a global consumer survey that explores the link between proactive care tools, customer satisfaction and call centre traffic.  The survey revealed that the vast majority of customers would recommend their service provider to family and friends if they received relevant, […]

Good customer service beyond many organisations

Organisations understand the understand financial impact of poor customer experiences, yet struggle to develop successful strategies according to an Oracle survey The research reveals that while many businesses are aware of the importance of customer service to their profitability, few have put in place formal customer experience initiatives. The report, Global Insights on Succeeding in […]

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 […]

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 […]

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 […]

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 […]

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, […]