Latest posts

Winning employee engagement strategy has huge impact on the bottom line

  Having a winning employee engagement programme helps substantially in recruiting the right type of people for Marks & Spencer and has huge implications on the bottom line, according to the retailer's HR director Speaking at London HR Connection event in the City, Tanith Dodge told the audience that engaging with staff is one of […]

Contact centre agent attrition rises for first time in three years

  Agent turnover up by almost a third and forecast to rise even higher over the next three years according to research authors ContactBabel New research published by ContactBabel, the contact centre industry analysts, reveals that the mean annual attrition rate for UK contact centre agents rose to 21% in 2011, from a 6-year low […]

Hard hit retailing sector makes customer experience the top priority

  An annual study by the National Retail Federation surveyed 247 retail executives in various sectors. Nearly 67 percent of the companies surveyed list customer satisfaction as the top initiative in 2012. Nearly 82 percent said that customer service strategies will be a top priority, up from 75 percent in 2011. In addition, 59 percent […]

UK small businesses do not see customer engagement as a differentiator

  According to research from the Epson Business Council, only 29 percent of UK small businesses believe that customer service will be a critical market differentiator in the current climate – a minute proportion compared to businesses from the likes Spain and Italy, of which 84 percent and 77 percent believe customer service will help […]

CEOs failing to get behind engagement strategies

 An exclusive survey of HR directors and senior managers by HR magazine, conducted in association with career management expert Fairplace, finds that the progression of employee engagement in the UK appears to have hit a brick wall, in the form of board-level reluctance to commit. The survey reveals that, although the British HR community overwhelmingly […]

Cisco jumps on social media bandwagon

Cisco is launching Cisco® SocialMiner, software that enables companies to find and proactively respond to customers and prospects communicating through public social media networks like Twitter and Facebook, or other public forums or blogging sites. Status updates, forum posts, or blogs from customers can all be monitored in real time, alerting enterprises of conversations related […]

New technologies driving consumer behaviour

Helping to drive consumers' behaviour today are new technologies that allow shoppers access to near-limitless information about retailer products and services. Shoppers  – especially younger Generation Y consumers aged 20 to 30 years –  also are increasingly using social media and alternative channels to communicate with and about their retailers. Consumers now expect on-demand access […]

Emerging markets more likely to use social media for customer service

The study, of consumers in the US, the UK, France and Germany as well as India, China, Brazil, and Russia by telecoms analyst company Ovum, found that 32% of consumers in emerging markets had used social media for customer service, compared to 10% in developed markets. Ovum said that while the survey of emerging markets […]

Should Twitter be a part of your customer engagement strategy?

We would all agree that retaining customers is a given, particularly in today’s tight economic circumstances. So we have to find ways of ensuring that customer expectations are met, first time, every time. That means developing systems which support every sort of interaction, with the same sort of targeted response metrics. The conventional call centre […]