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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% […]

Customers have changed – so must organisations

Organisations of all types can harness the power of the Nexus of Forces to engage with their customers and staff, learn through the observation of behaviour and interaction patterns, and create compelling experiences, according to Gartner, Inc. These same organisations must disrupt many of their long-held positions and structures, all of which give way in […]

UK becoming a ‘nation of returners’

Two in five consumers (41%) buy multiple sizes of the same garment when shopping online, just to check the fit – and then send the ‘wrong ones’ back, according to a new survey from, the online virtual fitting room provider.  Women (49%) are more likely than men (31%) to engage in the practice of […]

Retaining staff not a priority

Businesses have been warned not to overlook the importance of attraction and retention of key people, as a new Chartered Institute of Personnel Development survey finds firms are more concerned that benefit packages are engaging and motivating. Reward adviser at the CIPD Charles Cotton claimed it is "encouraging" to see firms thinking "more strategically" in […]

Contact centres head for the clouds

According to research conducted amongst 216 Contact Centre Managers and Directors for the 10th Edition of the ContactBabel UK Contact Centre Decision Makers' Guide:   54 per cent of UK contact centres that have used a Cloud technology solution have reduced their total cost of ownership   57 per cent of UK contact centres that […]

Patient feedback and social media

One of the most compelling images from the Olympic opening ceremony was the tribute to the NHS, unifying a Britain that is increasingly a digital nation says Andrew Jackson, healthcare IT consultant and social media professional at Dell. This digital future lies at the heart of the NHS Information Strategy, which seeks to transform our […]