Latest posts

Engagement in voluntary sector steams ahead

  According to the CIPD’s Employee Engagement Index more than half (55%) of employees in the voluntary sector feel engaged at work, compared with 41% last quarter, despite a backdrop of increasing redundancies (25% reporting planned redundancies ahead, a jump of 15 percentage points since last quarter). That’s compared with engagement levels of 37% in […]

Cape Town hot spot for contact centres

  Cape Town is becoming a hot destination for the call centre sector, with an announcement of further investments and the creation of many more jobs. Capita, one of the Western Cape’s largest call centre operations has announced that it has invested R500-million into the regional economy. It has set up a call centre in […]

Customer engagement focus for retail

The UK's retailers and FMCG manufacturers now need to renew their focus on in-store and online customer experiences, according to a survey of 29,000 European shoppers by IRI, which found that consumers are adopting a much more 'professional' approach to shopping, thanks to harder economic times. The study, entitled 'Shopping in Tough Times', found that […]

HGS wins place on UK Government framework

HGS has secured a place on a new Government framework established to govern the procurement of contact centre services by government and public sector bodies.  The Creative Solutions Execution and Related Services Framework, introduced by the Government Procurement Service (GPS), will make it easier and quicker for public sector organisations, including central government departments, local […]

BT makes it easy for customers

Six winners gained prestigious innovation awards for outstanding initiatives that put people at the heart of their operational improvement.  The overall winner was BT Retail, with individual awards taken by Charles Tyrwhitt, Concentrix, Experian, Motability Operations and Sensee. Organised by the Professional Planning Forum, these sought-after awards celebrate and benchmark excellence in the industry. The […]

Engagement is leading focus for employers

Almost three-quarters (74%) of respondents to The Benefits Research 2013 cited engagement as the top issue shaping their organisation’s benefits package. This figure has risen since 2009, when just under two-thirds (62%) said the same. But, when asked what action they plan to take in the next 12 months in response to economic challenges, just 15% […]