Latest posts

Contact centres lagging in social media service

According to research from ContactBabel, the contact centre industry analysts, many contact centres are still uncertain about using social media channels within their contact centre operations.   As part of its annual UK Contact Centre Decision-Makers' Guide, and in partnership with multi-channel contact centre specialist mplsystems, ContactBabel identified that some 28 percent of respondents still […]

Contact centres lagging in social media service

According to research from ContactBabel, the contact centre industry analysts, many contact centres are still uncertain about using social media channels within their contact centre operations.   As part of its annual UK Contact Centre Decision-Makers' Guide, and in partnership with multi-channel contact centre specialist mplsystems, ContactBabel identified that some 28 percent of respondents still […]

Customer experience is retail king this Xmas

A survey from Emailvision and YouGov finds that the consumer's shopping experience both online and in-store will make all the difference to where they shop.  More than half of adults online (53%) admit that their online and in-store experiences with brands are likely to affect who they choose to shop with for gifts and presents […]

Employee engagement down to everybody says Archie Norman

Speaking at the Engage for Success event in London the day before the Customer Engagement Network Summit, Archie Norman chairman of ITV, ex-MP and former CEO of Asda, told delegates that employee engagement should not be thought of as simply an HR activity, but that everyone, from line managers to CEOs, should be involved. The […]

New guide to improving employee engagement

Th guide aims to help organisations work with managers to ensure reward and benefits better support employee engagement, improve organisational performance and deliver return on investment. The guide builds on the ideas of Engage for Success, the new movement led by David MacLeod and Nita Clarke, co-authors of the government’s review on employee engagement, which aims […]

Social media big for marketing – small for customer service

According to a recent survey from SAP and Social Media Today a huge share of companies, 41.2 percent, use social media to answer five percent of their customer service issues or less. Not even a fifth of the companies surveyed -17.7 percent – said they use social media to address a quarter or more of […]

Healthcare organisations back employee engagement initiative

Healthcare organisations have joined a government backed push to improve the engagement of employees in the United Kingdom to increase productivity and create a working environment that favours innovation. Fully engaged employees help drive measurable improvement in performance, creativity, and innovation, concludes a report that was issued to coincide with the first major push of […]

The business benefits of employee engagement

According to  new research companies that excel at employee recognition are 12 times more likely to generate strong business results than those that do not. In companies focused on rewarding their workers, employee engagement, productivity and customer service were about 14% better than in those that skimp on recognition, the study found. The study was conducted […]