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Employee engagement ‘linked to trust in execs’

A global survey conducted by consultants BlessingWhite also found that the potential effect of trust in senior leaders is most pronounced in the UK according to HR magazine. Of the 30 per cent of European employees who exhibited engagement, 36 per cent trusted their line manager, but just under half had trust in their senior […]

SMARTASSISTANT at customers’ service

The SMARTASSISTANT platform is the first enterprise-class, cloud-based technology that enables multi-channel retailers to implement guided selling solutions, and provides customers with a product advisory experience online, via mobile and at point of sale. The SMARTASSISTANT platform reinvents the role of a sales advisor and helps to lead the customer through product libraries by simply […]

Government’s ‘employee-owners’ scheme gets thumbs down

The employee-owner schemes were announced by Chancellor George Osborne in his speech at the Conservative Party Conference. This change in employment law would enable employees to receive between £2,000 and £50,000 worth of shares in the company they work for, but in exchange they would lose many employment rights, such as protection against wrongful dismissal, […]

An omnichannel first for John Lewis

John Lewis hasopened the first of its new full line flexible format department stores in Exeter city centre, marking the start of an exciting new phase in the retailer's accelerated growth strategy.  Leveraging the business' strength as an omnichannel retailer, the new shop offers a full John Lewis assortment, complemented by a comprehensive on-line operation. […]

Customer criticism can build loyalty

Nearly half of organisations believe that the benefits of social media are overshadowed by the associated threats, and their fear of customer criticism is slowing the adoption of social and mobile channels for customer engagement, according to Richard McCrossan, strategic business director for Genesys. In the company's latest survey of marketing professionals, only 26% said […]

WeQ4U pays the Dragons a call

Entrepreneur Matt King, who has invented a revolutionary new system to eliminate annoying call centre queues, is pitching his invention on the BBC TV show Dragon’s Den on October 21. Matt is the brains behind WEQ4U, a smart free app which saves people from being held in annoying queues at call centres. Since its launch […]

Social media and employee engagement a missed opportunity

While many firms are investing in a strong social media output, or indeed focusing their entire marketing strategy through digital and social platforms, a communications disconnect can be found at the centre of many large organisations. The latest research from recruitment solutions provider Hyphen shows that UK organisations are failing to harness the potential of […]

Omnichannel customer engagement still out of reach

In today’s multi channel world to reach increasingly connected prospects, a company needs to provide a user journey across channels and platforms that are part of their target audience’s world. Indeed, marketers are increasingly aware of the need to connect with so-called “consumers of information” through the savvy use of data and targeted engagement strategies. […]

Confusion over noise level laws for contact centres

New research unveiled by audio device experts Jabra reveals a worrying level of confusion surrounding compliance with EU Control of Noise at Work legislation, designed to protect employees hearing from excessive noise at their place of work. Less than one in three managers (32%) say their contact centres are compliant with the EU legal guidelines. […]