Latest posts

Social media engagement drives more sales

Research from LoyaltyOne, Northwestern and Ivey Business School demonstrates up to 30 percent increase in purchase behaviour from social media participants. According to LoyaltyOne, the research provides empirical proof that social media interaction between a customer and a brand drives immediate and long-term sales increases. The research constitutes a social media marketing breakthrough because it […]

Contact centres neglecting self-service channels

While self-service channels have become more prevalent in today’s contact centres, organisations aren’t measuring the cost-to-serve of these channels effectively yet. In addition, few businesses have implemented systems to gauge their customers’ experience of non-agent, self-help channels. This contradicts emerging practices that link customer satisfaction scores directly to profitability, such as the tracking of share […]

Financial indicators positive for UK contact centres

New research published by ContactBabel, the contact centre industry analysts, reveals that the UK contact centre industry is shrugging off the effects of the economic downturn. "The UK Contact Centre HR & Operational Benchmarking Report (2nd edition 2012/13)", is a major study of 216 UK contact centre operations, looking in depth at salaries, attrition, absence, […]