Latest posts

SME’s going online and mobile

Research shows that 26% of SMEs report that traditional offline marketing accounts for just 10% of total marketing activity with a further 22% stating that they don’t do any at all. Micro businesses are the most likely to have moved away from traditional offline marketing  says the research released by pbSmart Essentials; in total more […]

UK employees going the extra mile

As we enter into a new financial year, a new lifestyle study out today has revealed that an alarming 72% of British workers are giving their bosses an extra 10 hours of free labour a week – in a bid to manage their workload and to keep their line manager happy. So big is the […]

Essex makes employee engagement difference

Essex County Council won the prestigious Making a Difference through Employee Engagement Award at the Public Sector People Managers Association’s (PPMA) HR Awards in Bristol In a glittering occasion at the Grand Hotel in Bristol the Award was presented Essex whose employee engagement supremo Lisa Sibley will be presenting at the Customer Engagement Network’s first […]

In store retail technology omnichannel winner

Wireless Ronin Technologies has published a new white paper outlining the advantages retailers can gain by designing stores that integrate omnichannel digital marketing solutions to enhance the customer experience. This white paper includes suggestions for leveraging technology in the store to seamlessly incorporate the digital channels that customer expect and use regularly while shopping. Despite […]

Staff understand benefits better than managers

Benefits have become a more important part of the reward mix for employees as a result of the current economic squeeze but their role in supporting business performance and employee engagement can at times be poorly understood by managers, according to new research. The “Engage to Perform” study from Edenred which examines the key priorities […]

Talk Talk was wrong to be silent

As Talk Talk was slapped with a fine worth three quarters of a million pounds today – for its outsourced contact centres making 9000 silent calls to consumers in less than two months – Aspect’s Dave Ogden welcomed the weight of the regulator’s boot, as rogue companies continue to exploit the technology “designed to stop distressing practices […]

Showrooming the future for High Street?

New research findings reveal just 7 percent of retailers expect sales growth this year and 63 percent expect sales in physical stores to decline. The future of the high street was further called into question, with one in four delegates stating that they expect Britain’s high street to shift to a showroom led dynamic over […]

Gamification name of the engagement game

Organisations should keep in mind that gamification is about more than just the underlying technology, says Ovum. By also considering the strategic, organisational, cultural, and psychological aspects of reasonably priced and low-risk gamification applications, businesses can improve engagement and productivity. In new research by Ovum, the global analyst firm shows how enterprises and the public […]

First university degree for contact centres

The Professional Planning Forum is establishing what it says is the first full degree programme for the Contact Centre industry. It will be officially launched at the PPF’s flagship event, Customer Strategy and Planning 2013 at the end of this month. Awarded by the University of Ulster, this is a hugely exciting opportunity for contact […]

KANA takes an holistic approach

KANA has introduced what is says is the industry’s first end-to-end omnichannel customer service suite in direct response to the new “everyone serves” customer experience imperative. It says the next generation of KANA Enterprise answers the real need for “joined up” customer Service with potent capabilities across agent, web, social, and mobile experiences Customer expectations […]