Latest posts

Social media engagement drives more sales

Research from LoyaltyOne, Northwestern and Ivey Business School demonstrates up to 30 percent increase in purchase behaviour from social media participants. According to LoyaltyOne, the research provides empirical proof that social media interaction between a customer and a brand drives immediate and long-term sales increases. The research constitutes a social media marketing breakthrough because it […]

Contact centres neglecting self-service channels

While self-service channels have become more prevalent in today’s contact centres, organisations aren’t measuring the cost-to-serve of these channels effectively yet. In addition, few businesses have implemented systems to gauge their customers’ experience of non-agent, self-help channels. This contradicts emerging practices that link customer satisfaction scores directly to profitability, such as the tracking of share […]

Why it still pays to advertise

Advertising is deemed to be the most important component of the promotional mix by those in the UK whose roles incorporate marketing, including the use of channels such as social media and search engine optimization (SEO). This was the finding of a study carried out by Cint undertaken to investigate people’s attitudes regarding the practice […]

Financial indicators positive for UK contact centres

New research published by ContactBabel, the contact centre industry analysts, reveals that the UK contact centre industry is shrugging off the effects of the economic downturn. "The UK Contact Centre HR & Operational Benchmarking Report (2nd edition 2012/13)", is a major study of 216 UK contact centre operations, looking in depth at salaries, attrition, absence, […]

Professional services the new growth engine. What’s your strategy?

You will learn how to: • create growth management strategies for services • achieve profitable growth through greater financial management • globalise the services organisation • bring maturity to services execution • bridge the service/sales and service/product divides Click to download the ebook   What could the most comprehensive end-to-end solution on the market do for […]

Call centre queues to be a thing of the past?

The entrepreneur behind a handy phone app which saves people being held in annoying call centre queues has launched a free service for businesses to eliminate queues and help them reduce caller abandonment by up to 90 per cent. The clever technology invented by Matt King means call service providers can reduce customer wait times […]

Cloud changing the outsourcing sector

That’s the conclusion of a new study from Information Services Group(ISG), which closely tracks and provides advice to the outsourcing industry. The question is: will organizations begin to prefer more granular, cloud-delivered services over larger outsourcing arrangements? The percentage of ISG’s advised contracts with cloud in scope has grown steadily, the firm reports – from […]

Companies not keeping up with their mobile customers

While 41% of contact centre operators believe that the telephone is the easiest channel for their customers to use, only 20% are investing in mobile apps, and only 17% already have their own mobile customer service app, according to Richard McCrossan of Genesys, whose research has found that many companies have responded to the proliferation […]

Only one in ten trust retailers more than banks

Independent market research consultancy Rostrum Research  has just published a new study revealing that only 11% of British consumers trust retailers more than High Street banks to handle their financial affairs.  According to the research study, 51% of respondents said that they do not trust retailers any more than traditional financial services providers, while 38% […]