Latest posts

Irritating companies turning people into ‘brand blockers’

Well-intentioned marketers are at risk of inadvertently converting potential customers into 'brand blockers' as a result of irritating online behaviour, according to recent global research into the effectiveness of social media marketing, commissioned by data analytics and communications software firm Pitney Bowes Software. The study compared social media marketing trends among marketing directors with consumer […]

Smartphone sales through roof as mobiles decline

Worldwide sales of mobile phones to end users reached almost 428 million units in the third quarter of 2012, a 3.1 per cent decline from the third quarter of 2011, according to Gartner, Inc. Smartphone sales accounted for 39.6 per cent of total mobile phone sales, as smartphone sales increased 46.9 per cent from the […]

Customers dislike social media for service

Research has shown that despite the hype around social media, consumers much prefer more traditional methods of communication, such as telephone and email, when it comes to customer service queries. The research, commissioned for the ‘British business – at your service?’ whitepaper by technology consultancy Portal, revealed that social media channels such as Twitter and […]

More than one in three not engaged with work

Employee engagement levels have stagnated, with less than two-thirds (64%) of the UK workforce feeling engaged, according to research by global management consultancy Hay Group. Its Insight database, which includes information from 1,610 organisations across 46 countries, found that although 70% of respondents feel motivated to go the extra mile for their employer, less than […]

South Africa tops for contact centre outsourcing

Within South Africa, Cape Town is the leading city for BPO and the establishment of call centres for new international companies, as well being the preferred location for the expansion of various domestic and international operations in recent years. Cape Town plays host to a number of leading global brands including Amazon, ASDA, Bloomberg, British […]

Record number of empty retail premises on High Street

Stephen Robertson, British Retail Consortium Director General, said: "This new high in empty shop numbers really sets alarm bells ringing. It's the worst vacancy rate since the survey began in July 2011 and confirms that financial challenges for both customers and retailers are far from over. "Many retailers are battling stagnating sales and rising costs, […]

The changing face of customer loyalty

With the explosion of social media, loyalty has evolved. Consumers now shop differently, interact with brands differently, and transactions are very fast paced. The instant nature of social media means that when it comes to loyalty schemes, customers no longer want to accumulate points over a long period of time, according to by Stuart Evans, […]

Dignity by name and dignified by nature

Dignity Caring Funeral Services achieved the highest overall score in the biggest ever benchmarking exercise for customer service within UK contact centres. The study, part of the ‘Top 50 Call Centres for Customer Service’ programme, shows the continuous raising of the bar by the UK contact centre industry, with the highest level of performances attained […]

Omni channel retailing the new reality

Online retail sales are expected to soar to more than £4.6bn in the first two weeks of December,with around £1bn of this to be through mobile devices. This demonstrates the changing face of the retail sector, and the need for retailers to enable channel hopping, claims Mark King, VP Europe and Africa, Aspect Software.  IMRG […]

Genesys goes for number One

Gensesys, a leading provider of customer service solutions, today announced Genesys One – a transformative customer service solution for the broader enterprise market. As part of a single software solution, Genesys One uniquely packages Genesys' world-class contact centre capabilities with innovative customer service best practices in the form of templates and applications, making it fast […]