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Contact centres moving from customer service to engagement

  Companies are moving towards customer engagement from customer service and new technologies around cloud and social are becoming more critical for customer care delivery, says Frost & Sullivan Andrew Milroy, Vice President, Asia Pacific ICT Research at Frost & Sullivan said that it is critical for companies to understand customer's behaviour to drive revenue […]

Apathy and convenience vie with value for customer ‘loyalty’

  With the majority of consumers feeling the economy is the most important issue they face today banks and building societies continue to lead the way when it comes to feelings of customer loyalty, according to a survey conducted by Ipsos MORI for The Logic Group.  It is therefore perhaps no surprise that two key […]

Outsourcing activity reaching record highs with EMEA leading the way

  Information Services Group's new TPI Index data showed healthy growth in the global outsourcing market during the fourth quarter of 2011 amid record contracting activity for the full year    The 4Q11 Global TPI Index, which covers commercial outsourcing contracts valued at $25 million or more, found total contract value (TCV) of $26.4 billion […]

Rapide aims to revolutionise call centre customer feedback

  Businesses and big brands can now gain a stronger insight into customer perceptions with a new Speech to Insightanalysis system from Rapide, the 'Moments of Truth' company   Research has shown that digital analysis of customer feedback can be significantly faster and more accurate than that carried out by humans. With that in mind […]

Think outside the box for successful employee engagement

  Report shows employers need to think beyond the business and outside the traditional office setting to create an engaged, productive workforce    Sodexo's  2012 Workplace Trends Report offering a unique perspective on the workplace that combines insight from clients, academia, principal research, and leading facilities management and human resource trade organizations.    The research […]

Adobe report shows tablet users most valuable online customers

  Adobe Systems' ground breaking study evaluated how purchasing behaviour is impacted by the device consumers used to visit retail websites.  In the study, one of the most comprehensive of its kind, Adobe analyzed 16.2 billion anonymous visits to the websites of more than 150 top U.S. retailers.  Results showed that, during the 2011 holiday […]

South Africa challenging India for UK contact centre offshore customers

  India's global call centre outsourcing industry is under increasing pressure from offshore competitors such as South Africa where call centres serving foreign firms are high on government's job-creation priority list    Yusuf Timol, head of economic affairs at the SA high commission in London, says:  "There  are definitely concerns in the UK around India […]

Marks & Spencer online customer feedback up more than fourfold

  Marks & Spencer (M&S) has seen a 427 per cent increase in customer feedback submitted on its website since incorporating customer reviews functionality into its post-purchase email campaigns   The retailer implemented the Bazaarvoice platform just over a year ago to enable customers to engage in authentic online conversations, deliver tangible business results and […]

Oracle puts its RightNow acquisition down to the customer experience

  Customer experience was the buzzword for Oracle as it sought to explain how its acquisition of RightNow Technologies would fit into its existing customer relationship management (CRM) and cloud computing technologies.   Oracle announced its $1.5bn acquisition of RightNow last October surprising many end users and analysts in the industry. In the past week, […]

Companies to boost digital marketing budgets

  UK companies report that they will continue to invest heavily in online marketing channels and associated technology during 2012 as the digital economy goes from strength to strength,   The research from Econsultancy and Experian Marketing Services noted a continued shift of marketers' focus toward online channels, with more than two-thirds (68%) of companies […]