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Older employees offer businesses benefits

Dianne Bown-Wilson, chief executive of the specialist consultancy In My Prime, said that older workers provide companies with much-needed stability. They are also more motivated. This is because this demographic, once in a particular position, tend to remain committed to it for a number of years, she added. In contrast, young employees, who are always […]

UK contact centre jobs move to South Africa

The operator said the move was part of ‘fundamental changes’ to its business strategy as it bids to become more efficient and respond to the continuing economic downturn and declining revenues. The 200 full-time jobs, which deal with O2 pay monthly customer calls, will be transferred from Capita’s Dearne Valley call centre in South Yorkshire […]

IBM all for smarter customer engagement

IBM engagement with key customers is part of the company's strategy to tap into the $20 billion market for Smarter Commerce software. IBM announced that it is helping a range of global business leaders across major industries, such as Anheuser-Busch InBev, Bank of America, ConocoPhillips,, Office Depot, Radio Shack and Virgin Atlantic Airways, better […]

British business bank to boost economy

The British Chambers of Commerce (BCC) has published a paper setting out the detailed case for the establishment of a state-backed British Business Bank. The BCC’s long-standing call for the creation of a business bank received a boost yesterday when both Chancellor George Osborne and Business Secretary Vince Cable announced that their departments were considering […]

Amex doing nicely on customer engagement

Consumers have ranked American Express highest in customer satisfaction among US credit card companies, according to the annual nationwide study by J.D. Power and Associates. The '2012 Credit Card Satisfaction Study' study looked at six factors to determine overall satisfaction (those being Customer Interaction, Billing and Payment Process, Credit Card Terms, Rewards programmes, Benefits and […]

Ember analyses new contact centre service

Customer management consultancy, Ember Services, has launched an innovative new service that it says will give UK contact centres access to advanced speech, text and social media analytics without the need for upfront investment in technology licenses or skills development.  Ember’s ‘Managed Analytics’ service combines best-in-class technology with expert and insightful interpretation to provide comprehensive […]

Hotels failing to respond to complaints

Hotels are missing out on a valuable opportunity to create loyalty and interest when they fail to respond to reviews customers leave online, according to new research from online reputation experts TrustYou. No sooner than they have unpacked their cases and picked up the pets, today's holidaymakers head for review sites to enlighten other travellers […]

Bank chief pledges to restore customer trust

Speaking on his first day in the job, Anthony Browne said: "I want to restore banking as a normal sector of the economy playing its part in economic growth." Mr Browne, formerly of Morgan Stanley, said the BBA, the leading trade body for the bank sector, would work to regain public trust. "It (banking) is […]

Swimming in social media’s fast changing tide

Social media is continually changing how companies engage with consumers and activists, says the lead writer of a new report from Ethical Corporation and Useful Social Media The social media sea has grown to be a mightily stormy place. New topics are seized upon for debate every second. Sometimes the social media swarm can co-ordinate […]