Former business clients of the Royal Bank of Scotland are accusing the bank of systematically manipulating documents to cover up wrong doing. In an exclusive interview with the BBC, a former RBS employee has come forward to support allegations of document manipulation within the bank. RBS says it categorically denies document manipulation and forgery. Mark […]
Future of the Contact Centre Conference
Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.
Contact centres are ideally placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of the channels they choose to interact with organisations and where the customer journey is ever more complex.
Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated. Yes the contact centre is indeed at a tipping point and now is the time for organisations to capitalise on their unique position.
EBM Group Events
Future of the Contact Centre ConferenceVictoria Park Plaza, London 23rd February 2017
2017 Employee Engagement SummitVictoria Park Plaza, London 20th April 2017
Customer Engagement Transformation ConferenceVictoria Park Plaza, London 06th July 2017
Internal Communications ConferenceVictoria Park Plaza, Central London 15th September 2017
Evolution of Work ConferenceVictoria Park Plaza, London 15th September 2017
Engage Focus GroupsCounty Hall, London 26th September 2017
2017 Engage AwardsWestminster Park Plaza, London 13th November 2017
Customer Engagement Summit 2017Westminster Park Plaza Hotel, London 13th November 2017
Shoppers gave Waitrose the award for best in-store experience, with Tesco and Asda trailing in eighth and ninth place respectively. The consumer group said Iceland was voted best for online, closely followed by Ocado, with Morrisons in third. The M&S Simply Food chain won the convenience store category. Which? surveyed more than 7,000 UK shoppers. […]
New research from MarkMonitor, the world leader in enterprise brand protection, has found that almost four out of every five people have security concerns about unknowingly purchasing counterfeit goods online. Despite the continued rise in the popularity of online shopping — according to a third-party report, 2016 saw an estimated 11% increase in total sales […]
One in five passengers is “resigned to poor service” on Britain’s railways, according to a new study. Long-term issues have resulted in “high levels of disillusionment”, a report by dispute resolution organisation Ombudsman Services found. Complaints about rail services increased by almost a third (31%) to two million last year, its survey of 2,477 people […]