Latest posts

Contact centres at home in South Africa

South Africa remains one of the leading destinations for business process outsourcing (BPO) in the world, with the contact center and outsourcing industry expected to reach over $3 billion in value by 2016, according to market research company Frost & Sullivan. The call centre market in South Africa is well-established and highly sophisticated in terms […]

Getting a 360 degree customer view?

Pitney Bowes Software (PBS), a global provider of data management, predictive analytics and communications management solutions is releasing its flagship Data Management Platform, Spectrum. This release incorporates master data management capabilities with a future-proof approach that helps organisations build, extend, understand and leverage complex relationships and hierarchies within and across organisational boundaries and into the […]

Loyalty schemes path to retailer growth

Customer loyalty is a key growth strategy in the retail market, according to research by Eccomplished, which found that 74% of all UK retailers (and specifically 88% of online retailers) say they are prioritising investment in customer loyalty and retention programmes. However according to Steve Rivers, managing director for Intelligent Reach, a founder member of […]

Leadership key to employee engagement

There is a “significant link” between employees’ engagement with their job and their well-being, according to the Chartered Institute of Personnel and Development’s (CIPD’s) latest Employee Outlook survey. The report shows that engaged employees score much more highly against the Office for National Statistics’ ‘happiness index’. The index asked subjective questions relating to life satisfaction […]

UK public sector big on outsourcing

European appetite for outsourcing is dwindling in the face of the ongoing uncertainty over the fate of the Euro – just as the UK government is rediscovering its interest in it. The total value of outsourcing contracts in the EMEA region fell to €6.7bn (£5.2bn) in the second quarter of this year, according to research […]

Firstsource is first for families

Firstsource Solutions, a leading business process outsourcer that employs over 4,500 people in the UK and Ireland, has adopted a number of family-friendly policies to enable its employees to juggle a work-life balance more effectively, particularly during the long summer months. Firstsource has six contact centres in the UK and two in the Irish republic. […]

Making business sense of social media

QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM is launching Listen & Act, a social engagement tool that allows organizations to transform social media messages into actionable dialogues and seamlessly integrate these insights into CRM data, generating ROI and revenues. Social media is the fastest growing communication channel today. With the […]

Customers download call centre queue buster

A free app which saves people from being held in annoying queues at call centres, has been downloaded 10,000 times, saving every single user, on average, a hefty £76 per year. Entrepreneur and innovator Matt King, who launched the new WeQ4U app in March, says mobile users are flocking to download the time saving app […]

Capita goes Full Circle

Analysts say the acquisition of South African firm Full Circle will open doors for the UK outsourcing firm. Capita will get better access to big global brand names such as Amazon, following the acquisition of call centre services firm Full Circle. According to Ovum analysts, the acquisition of South African firm Full Circle will see […]

Customer service route back to trust

Cridland says customer service is the best path to build consumer confidence and stimulate sustainable, long-term recovery. Speaking at the 15th AGM of the Institute of Customer Service, John Cridland said:  “Customers want to deal with organisations they can trust to keep their promises. The organisations who will achieve long-term success are those that put […]