Technology

Facebook down and Google up

Changes Facebook has made to its user experience, such as Timeline, along with concerns over privacy have brought down the social network's consumer satisfaction score, according to a new report. Facebook, already the lowest-scoring e-business company, suffers the largest decline in customer satisfaction according to the American Customer Satisfaction Index (ACSI) E-Business Report released in […]

Merchants offers new contact centre service

Merchants, best known in the UK for its offshore outsourced contact centre services, has launched a radically new and different service to the UK customer management industry.  ‘Contact Centre as a Service’, will give organisations direct access to best-in-class contact centre technology on an ‘on demand’ basis, avoiding the need for large scale capital investment. […]

Cloud good for UK business

Despite the economic outlook, recent research – commissioned by Microsoft – predicts that 18% of European SME’s are planning to invest in new technology in the next twelve months. The reason why? Because developing ‘Cloud technology means that they achieve more computing power for less money. “Computer networks have evolved over the years from separate […]

How to increase customer wallet share

Ipsos Loyalty has launched a new research solution designed to help translate CRM systems into increased share of wallet and, ultimately, greater share of market. Aimed at helping executives understand the share of wallet dynamics in their businesses, Ipsos Loyalty launched the new 'Wallet Allocation Optimizer' (WAO) solution. The new product is the result of […]